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Harnessing Omnichannel for Success: Highlights from Customer Contact Week 2024

We are thrilled to share the exciting news of our recent partnership with Customer Contact Week Australia and NZ 2024 (CCW24), where Contact Centre Solutions International (CCSI) played a pivotal role as an event partner. At this transformative gathering, our CEO, Sara Elmstrom, took centre stage by facilitating a dynamic discussion group that delved into the intricacies of 'Harnessing Omnichannel to Elevate Customer Experience.'





Connecting Minds, Building Relationships:


Under the theme of 'Connections that matter,' CCW24 became the epicentre for professionals passionate about customer experience and operational excellence. The event, held from February 28 to March 01, 2024, at The STAR, Gold Coast, Australia, provided a unique platform for industry leaders to share insights, address challenges, and explore innovative solutions that will redefine customer contact in the dynamic landscape of 2024.


The Roundtable Insights:


During the roundtable discussion, participants engaged in a dialogue that encompassed the core challenges faced by contact centres across industries. Topics ranged from defining robust customer strategies to creating operational capacity, choosing the right communication channels, and supporting frontline teams with effective tools and simplified systems.





Unlocking the Power of Omnichannel:


The spotlight of the discussion was on omnichannel strategies, exploring the benefits of providing a seamless interaction for both customers and agents. Research findings were shared, revealing that 60-70% of customers struggle to complete their tasks in the initial channel they choose, presenting a significant opportunity for businesses to stand out.


Insights into Customer behaviour:


One key takeaway from the event emphasised the transformative power of insights into customer behaviour. The use of advanced tools was highlighted as a catalyst for informed and swift decision-making, enabling businesses to take meaningful actions that resonate with their customer base.



Reshaping the Future:


CCW24 proved to be a melting pot of ideas, solutions, and shared experiences. The event underscored the common challenges faced by contact centres across industries while highlighting the diverse approaches to overcoming them. As we reflect on the discussions around #CX and #operations, it becomes evident that the future of customer connections lies in the seamless integration of omnichannel strategies, supported by advanced tools and a commitment to understanding and adapting to customer behaviour.




CCSI is a customer and operations specialist with local and international experience across various sectors. We are dedicated to identifying core opportunities and transforming performance, working collaboratively with leaders to build capability. Our services are tailored to meet the unique needs of our clients’ businesses, ensuring meaningful, sustainable change.


Join us on this exciting journey as we continue to transform customer experiences. Stay connected with us for more insights, updates, and opportunities to collaborate. Let’s make ‘Connections that matter’ together.




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