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Finalists announced for the 2024 Australian Service Excellence Awards

Congratulations to all organisations and individuals who have selected as finalists for the 2024 Australian Service Excellence Awards. 

11 JUNE 2024

Nominations closed for the 2024 Australian Service Excellence Awards

Congratulations to all organisations and individuals who have submitted nominations for the 2024 Australian Service Excellence Awards. Nominations are now closed with finalists being announced on June 11.

31 MAY 2024

Launch of new customer service leaders accreditation

CSIA and VETASSESS have collaborated to bring a new recognition for leaders with our Accredited Customer Service Leader which includes formal accreditation and a digital badge.

08 MAY 2024

Pipeline of Excellence

CSIA recently caught up with Kylie Oakenfull from Iplex Pipelines about their journey to certification to the International Customer Service Standard. The full interview is now available online

01 MAY 2024

The LENS - CSIA's newsletter is out today

Catch up on all the latest news and events with CSIA's monthly newsletter - The LENS

30 APRIL 2024

Presentation Highlights - 2024 CX Showcase

Todd Gorsuch, CEO, Customer Science Group has prepared his highlights and summary of the presentations given at the 2024 CX Showcase in Sydney.

04 APRIL 2024

Register for free and join CSIA at The Customer Show

The Customer Show is back in 2024 and CSIA is again a proud media partner. You're invited to join us in Melbourne on 07-08 May 2024 at the Melbourne Convention and Exhibition Centre.

02 APRIL 2024

The LENS - CSIA's monthly newsletter is out today

Catch up on all the latest news from CSIA with our monthly newsletter - The LENS.

28 MARCH 2024

2024 Awards Webinar recording now available

Did you miss our webinar launching the 2024 Australian Service Excellence Awards? You can watch our recordings of this session that included special content from CX thought leader Luke Jamieson.

22 MARCH 2024

Applications are open for the 2024 ASEA Judging Panel

Are you interested in joining the 2024 Australian Service Excellence Awards judging panel? CSIA is now taking applications and we invite you to apply.

18 MARCH 2024

FOCUS | CSIA Quarterly - March 2024 ... out now

Our latest magazine is jam-packed with interviews, insights and news. Find out all about the 2024 Australian Service Excellence Awards, coming events and hear from some CX leaders. 

12 MARCH 2024

The LENS - CSIA's newsletter is out now

The monthly newsletter - The LENS is out now. You can catch up on all the latest news from CSIA including awards, events and more.

29 FEBRUARY 2024

Venue announced - 2024 ASEA Gala

CSIA is delighted to announce that the 2024 Australian Service Excellence Awards gala will be taking place on October 24, 2024 at the Ritz Carlton in Melbourne.

19 FEBRUARY 2024

CX Showcase 2024 - see who's speaking

CSIA is delighted to announce our expert speakers for the 2024 edition of CX Showcase in Sydney. Our speakers will share their stories about creating exceptional, award winning customer experience.

16 FEBRUARY 2024

The 2024 Australian Service Excellence Awards are open for nominations

You can now access the CSIA Australian Service Excellence Awards portal and enter the 2024 Awards program. Nominations will remain open until 31 May 2024.

01 FEBRUARY 2024

The LENS - CSIA's newsletter is out now

The monthly newsletter - The LENS is out now. You can catch up on all the latest news from CSIA including awards, events and more.

31 JANUARY 2024

Special offer for CSIA members - The Customer Show

Discounted delegate tickets are currently available for The Customer Show in Melbourne on May 7-8, 2024. Join CSIA and thousands of CX professionals at the Next Gen conference.

24  JANUARY 2024

Join us for our first webinar for 2024

Are you interested in learning more about the Australian Service Excellence Awards and what makes an award winning entry? Join CSIA's Jeremy Larkins, along with CX knowledge leader and ASEA judge Luke Jamieson as we explore the awards, storytelling and more. 

22  JANUARY 2024

Interview with NHVR CEO Sal Petroccitto.

CSIA interviewed the National Heavy Vehicle Regulator CEO, Sal Patroccitto about their journey towards customer centricity and their certification assessment to the International Customer Service Standard.

16 JANUARY 2024

CSIA's office has reopened for 2024

CSIA's team is back in the office from today and we look forward to supporting you again in 2024

09 JANUARY 2024

Season's Greetings from CSIA

CSIA wishes all members of our community all the best for Christmas and the holiday period. The CSIA office will be closed from 22/12/2023 - 8/01/2024. Our first event for 2024 will be the 2024 Australian Service Excellence Awards webinar on 22 February 2024.

21 DECEMBER 2023

What are award winning organisations doing right now.

In his latest article, CSIA's Executive Director, Jeremy Larkins shares his insights from judging the 2023 Australian Service Excellence Awards.

19 DECEMBER 2023

FOCUS - CSIA Quarterly Magazine - out now

The latest issue of CSIA's quarterly magazine - FOCUS is out now. This Awards edition covers the highlights and winners of the 2023 Australian Service Excellence Awards and includes news, views and other articles. 

11  DECEMBER 2023

Updated Contact Centre Glossary

CSIA's education team has recently updated our Contact Centre glossary for our Certified Call Management Excellence training program and we are making this revised version available to you for your reference.

08 DECEMBER 2023

The LENS - CSIA newsletter - out now

CSIA's November 2023 issue of our monthly newsletter is out now.

30  NOVEMBER 2023

Download the 2024 Qualtrics CX Trends Report

Qualtrics have released their 2024 CX Trends report today. A webinar is scheduled later this month where research partners Forrester will unpack this year's report. CSIA members can download the report for free.

16 NOVEMBER 2023

2023 Awards Gala photo gallery is live

Relive all the excitement, glamour and celebration from the 2023 Australia. Service Excellence Awards. Full photo gallery is now live.

10 NOVEMBER 2023

WINNERS announced - 2023 Awards

CSIA was delighted to announce the winners of the 2023 Australian Service Excellence Awards at the annual Gala last night held at The Star Gold Coast

04 NOVEMBER 2023

The LENS - CSIA's monthly newsletter is out now

Catch up on all the latest news from CSIA with our monthly newsletter - The LENS

31 OCTOBER 2023

CX Showcase 2024 - Date announced

CSIA is delighted to confirm that the 2024 edition of CX Showcase will take place on March 21, 2024 in Sydney. Registration will open on November 03, 2023.

25 OCTOBER 2023

Future Contact Center Trends & Technology - Free Online Event

CSIA is proudly supporting the CX Network's Future Contact Center Trends & Technology Online Event on November 8-9, 2023. 

23 OCTOBER 2023

The LENS - CSIA's monthly newsletter is out now

Catch up on all the news, events and more from CSIA with our monthly newsletter

29  SEPTEMBER 2023

Updated Internal CHF Evidence Guide Available Now

An updated version of the CSIA Complaints Handling Framework Evidence Guide is now available to support the self-assessment process.

04 SEPTEMBER 2023

The LENS - CSIA's monthly newsletter is out now

Catch up on all the latest news from CSIA with our monthly newsletter.

31  AUGUST 2023

Watch our latest webinar...

If you missed our most recent webinar "An Introduction to the International Customer Service Standard" in July, then you can watch a full replay and hear about the framework, it's elements and how to apply it to your organisation.

25  AUGUST 2023

Join CSIA's Executive Director at VOC APAC 2023

CSIA is delighted to be supporting the online event Voice of the Customer APAC again in 2023. And this year our Executive Director, Jeremy Larkins will be sharing his insights in current VOC trends and practices. 

21  AUGUST 2023

Tickets are now on sale for the 2023 Australian Service Excellence Awards 

Join CSIA and hundreds of customer experience and customer service professionals from across Australia as we celebrate the 2023 Australian Service Excellence Awards at The Star Gold Coast on Friday 03 November 2023

01 AUGUST 2023

The LENS | CSIA's Monthly Newsletter - July 2023

Then July issue of The LENS is out today.

31  JULY 2023

Finalist judging has commences for the 2023 Australian Service Excellence Awards

CSIA's judging of finalists in the 2023 awards program commences this week and will continue until September 15th.

24  JULY 2023

New date added - Certified Business Relationship Manager

The final public training workshop for 2023 will be our Certified Business Relationship Manager (CBRM) program on Wednesday 18 October 2023 facilitated online in our digital classroom.

14  JULY 2023

New date added - Certified Customer Service Excellence

CSIA is pleased to announced an additional Certified Customer Service Excellence (CCSE) public training workshop on session has been released on 04 October 2023. 

10 JULY 2023

The LENS | CSIA's monthly newsletter is out today

Catch up on all the latest news from CSIA including new events, member offers and more.

30  June 2023

The June '23 issue of FOCUS magazine is out now

This issue features interviews with Optus and Sydney Water, highlights from CX Showcase, the latest from the Australian Service Excellence Awards and much more.

29 June 2023

Finalists announced for the 2023 Australian Service Excellence Awards

CSIA is delighted to announced the finalists in the 2023 awards program. 

19  JUNE 2023

Nominations are now closed for the 2023 Australian Service Excellence Awards

Congratulations to all nominees for entering the 2023 awards program. CSIA's judging team have begun the work of shortlisting finalists who will be announced on 16 June 2023. Information about the 2024 program is now available.

05 JUNE 2023

The LENS - May 2023

CSIA's monthly newsletter - The LENS is out today. Catch up on all the latest from CSIA including events, awards and more.

31 MAY 2023

CX Showcase 2023 - Highlights

If you missed the CX Showcase in Sydney last week, highlights are now available with summaries of each presentation.

22 MAY 2023

NEW ICSS Internal Stakeholder Evidence Guide

A new version of the ICSS Self Assessment Internal Stakeholders Evidence Guide is now available on the CSIA website or you can download the document directly here.

16 MAY 2023

Customer Contact Week Digital 2023

CSIA is again proudly supporting Customer Contact Week Digital Australia and New Zealand. This two day online event will cover a range of topics relevant to contact centre management and CX. 23 May - 24 May 2023

10 MAY 2023

The countdown has begun ....

There's just four more weeks until nominations close for the 2023 Australian Service Excellence Awards.

05 MAY 2023

The LENS - CSIA's monthly newsletter is out now

Catch up on all the latest news including awards and events from CSIA with our monthly newsletter - The LENS

28 April 2023

Complaints Management Compliance Review

CSIA is now conducting compliance audits for financial services organisations required to report under ASIC's Regulatory Guide 271

18 April 2023

CX Showcase - 19 May 2023 - Sydney

Join CSIA as we showcase some of the best customer experience stories in Australia at CX Showcase 2023. This in-person event has limited seating so hurry to get your tickets today.

12 April 2023

The LENS | CSIA's monthly newsletter - March 2023

Catch up on all the latest news from CSIA including events, awards, training and more with our monthly newsletter

31 March 2023

FOCUS | CSIA's quarterly magazine is out now.

The March 2023 issue of FOCUS includes interviews with David Locke, CEO of the Australia Financial Complaints Authority and CXCP Susan Jeffery about creating great customer experiences and much much more.

30 March 2023

Certified Customer Service Leader Program 

The Certified Customer Service Leader program is for team leaders and managers of frontline service teams. This course develops customer centric thinking and empowers leaders to build high performing customer service teams This program will be facilitated in our online classroom on 10 May 2023. Spaces are limited 

21 March 2023

Register now for CSIA's next webinar

CSIA's popular "Introduction to the International Customer Service Standard" webinar is running again on 26 July 2023. Hear from CSIA's Jeremy Larkins and Steven Brett about how to leverage ICSS to boost CX, EX and business performance.

16 March 2023

The Customer Show 2023

Are you coming to The Customer Show in Melbourne in May. CSIA is a proud media partner once again and we look forward to seeing you there.

14 March 2023

The LENS - CSIA Newsletter - February 2023

CSIA's monthly newsletter - The LENS is out now. 

28 February 2023

CX APAC 2023

CSIA is proudly again supporting CX APAC 2023. This year's online event features expert speakers from across the region and take place between March 21-23.

22 February 2023

State of Service Industry Segment Reports

CSIA's editorial team have published a further ten industry segment state of service reports this week. New reports include Superannuation Funds, Car Insurance, Energy Providers, Mobile Phone Providers and many more.

21 February 2023

New Public Program - Certified Business Relationship Manager

Join CSIA for a public training workshop on June 07, 2023 where our facilitation team will empower participants to successfully manage customer relations, develop client value and build customer success.  

17 February 2023

State of Service - Automobile Industry

The results of the 2022 Australian Service Index have been compiled in a series of industry reports ... the Automobile sector data is available now.

13 February 2023

Congratulations Sydney Water

Sydney Water have become the latest organisation to achieve certification to the International Customer Service Standard (ICSS) and accredited as a Certified Customer Service Organisation

09 February 2023

Certified Customer Service Excellence Program - Enrol Now

Join CSIA on March 29, 2023 for our Certified Customer Service Excellence public training workshop. This full day program will be facilitated in a digital classroom and includes a workbook and certificate for all participants 

06 February 2023

The LENS - CSIA's monthly newsletter - January 2023 

CSIA's January 2023 edition of The LENS is out now with updates on events, training and awards.

31  January 2023

ISEA winners announced

The International Council of Customer Service Organisations and the Customer Service Institute of America have announced the winners of the 2022 International Service Excellence Awards.

24  January 2023

ICSS Webinar - March 2023

Join CSIA for our first event in 2023 - a free webinar focused on the International Customer Service Standard and certification process. March 15, 2023 from 9.00am - 10.00am

16 January 2023

Anti Slavery Policy

Whilst CSIA is not required to report under the Modern Slavery Act (2018) legislation, we have implemented an Anti Slavery Policy to support numerous requests from our customers who have a legal obligation to ensure their suppliers are compliant to the Act. 

11 January 2023

Silver Corporate Membership Offer Extended

CSIA is pleased to announced the extension of our 25 year anniversary Silver corporate membership offer. For more details please visit the membership section of our website.

10 January 2023

Holiday Office Closure 

The CSIA office will be closed from Friday 23 December 2022 until Tuesday 10 January 2023. Please contact our Executive Director, Jeremy Larkins with any urgent matters or media inquires.

21 December 2022

2023 Australian Service Excellence Awards Program Launched

CSIA has released the key dates and other information relating to the 2023 Awards program. The brochure includes key dates, categories, costs and nomination information for the 2023 program.

16 December 2022

The 2022 CSIA State of Service Report is out now

The 2022 report includes the trends driving consumer sentiment, the brands with the most satisfied customers and much much more with insights developed from the 2022 Australian Service Index study.

05 December 2022

The LENS | CSIA Monthly Newsletter - November 2022

CSIA's monthly newsletter is out now. Read about our latest insights, events and more in this month's edition.

30 November 2022

The Spring '22 edition of FOCUS magazine is out now

Catch up on all the news from CSIA, the Awards and the Australian Service Index with the latest edition of CSIA'S quarterly magazine - FOCUS

04 November 2022

Catch up on more ASEA news with the October issue of The LENS

CSIA's monthly newsletter is out now!

31 October 2022

2022 ASEA Winners Announced 

Last night the winners of the 2022 Australian Service Excellence Awards were announced at a gala dinner and presentation in Sydney.

28 October 2022

Congratulations to Wilson Security

Congratulations to CSIA Platinum corporate member, Wilson Security for taking our a Customer Service Excellence award at the 2022 Australian Security Industry Association awards last night.

21 October 2022

Congratulations to our 2022 CSW Customer Champion

CSIA is very pleased to announce that Tegan Sloane from Ownit Conveyancing has been selected as the 2022 Customer Service Week CSIA Customer Champion

05 October 2022

The LENS - CSIA's monthly newsletter is out now

Catch up with all the latest news from CSIA with our monthly newsletter The LENS.

30 September 2022

Judging has concluded for the 2022 ASEA

CSIA is delighted with the calibre of entries and quality of presentations by finalists in the 2022 Australian Service Excellence Awards program. Judging has now concluded and the winners will be announced on 27 October 2022

12 September 2022

Nominate a Customer Champion

To celebrate international customer service week (October 3rd - 7th) CSIA is inviting nominations for customer champions with the winning nomination receiving an individual CSIA Professional Membership

01 September 2022

The LENS - August 2022 

Get all the latest news from CSIA with our monthly newsletter - The LENS. The August edition is out now

31 August 2022

ASEA 2022 finalists featured in Inside Water

Congratulations to 2022 ASEA finalist Yarra Valley Water for being featured in the latest edition of Inside Water magazine.

22 August 2022

How AI is defining next generation customer interactions

Join CSIA's ASEA partner, Uniphore for a webinar where we will hear about how AI is supporting the transformation of contact centres on 25 August, 2022 at 2pm.

11 August 2022

Join us for the customer service night of nights...

Tickets are now available for the 2022 Australian Service Excellence Awards Gala Dinner at The Fullerton Hotel, Sydney on 27 October 2022.

01 August 2022

The LENS - CSIA's monthly newsletter is out now

Catch up with all the latest news from CSIA with our monthly newsletter - The LENS

29  July 2022

Update for ASEA finalist presentations and COVID contingency

The ASEA judging team has released the protocols in the event that COVID impacts finalist judging presentations for the 2022 Australian Service Excellence Awards.

25  July 2022

Join us at the APAC Voice of the Customer Online event in September

CSIA is delighted to be partnering with the CX Network for the 2022 VOC APAC event. This year's event features speakers from Optus, Telstra and Australian Super and will focus on best practice capturing and analysing customer insights. September 20-21. Registration is free

12  July 2022

Take a first look at the Australian Service Index

The inaugural Australian Service Index is being released in August. Take a first look at what Australians are saying about their service experiences.

06 July 2022

The LENS | CSIA Newsletter - June 2022

CSIA's monthly newsletter is out now. Catch up on all the latest news from CSIA

30  June 2022

FOCUS | CSIA Magazine - June edition out now

Catch up on all the news and views from CSIA and our community in the latest FOCUS magazine - out now

29  June 2022

Finalists Announced - 2022 Australian Service Excellence Awards

CSIA is delighted to announce the 2022 Australian Service Excellence Awards (ASEA) finalists. This year 82 finalists have been selected across 19 categories from hundreds of nominations.

20  June 2022

Nominations are closed for the 2022 ASEA

CSIA is delighted to announced that nominations have closed for the 2022 Australian Service Excellence Awards. The judging committee is currently shortlisting finalists in each category to be announced on June 20, 2022

01 June 2022

The LENS | CSIA Newsletter - May 2022

Catch up on all the latest news from CSIA with our monthly newsletter - The LENS

30 May 2022

Congratulations to Optus for achieving international recognition

CSIA is delighted that 2021 ASEA winner Optus have also been announced as International Service Excellence Awards winners earlier this year. In the latest issue of FOCUS magazine we find out they achieved global success.

12 May 2022

2022 ASEA Lead Judge Confirmed

CSIA is very pleased to announce that Danielle Larkins has been appointed as the Lead Judge for the 2022 Australian Service Excellence Awards. 

09 May 2022

The LENS | CSIA Newsletter - April 2022

Catch up on all the latest news from CSIA with our monthly newsletter - The LENS

29 April 2022

CX Insider - view the whole program

CSIA's Executive Director, Jeremy Larkins recently appeared on CX Insider, discussing how organisations can bridge the gap between customer expectations and actual experience.

18 April 2022

Contact Centre Week - Digital - May 31, 2022

CSIA is delighted to be supporting the CCW Digital event on May 31 - June 01, 2022. Registration is free and members will hear use cases from some well know Australian companies

11 April 2022

The LENS | CSIA Newsletter - March 2022

Catch up on all the latest news from CSIA with our monthly newsletter - The LENS

31 March 2022

FOCUS | CSIA Quarterly - March 2022

CSIA's latest edition of our magazine, FOCUS, is out now

30 March 2022

CX-Insider - Webinar - April 6, 2022

You're invited to join CSIA's Executive Director, Jeremy Larkins and a panel of CX experts discussing trends, challenges and opportunities to enhance customer experience in 2022

18 March 2022

Join the 2022 ASEA judging team

Applications are open for the 2022 Australian Service Excellence Awards Judging Panel. Members of the CSIA community are encouraged to apply.

15 March 2022

Salesforce World Tour is back 'in person'

The 2022 Salesforce world tour is back as an in person event on April 07, 2022 in Sydney and will be an opportunity to connect, learn and have fun.

08 March 2022

CSIA and VETASSESS launch digital badges for Customer Service Managers

We're delighted to announce the launch of digital badges and complimentary CSIA memberships for Customer Service Managers migrating to Australia through our partnership with VETASSESS

01 March 2022

The LENS - February 2022

Catch up with all the latest news from CSIA with the February 2022 issue of our monthly newsletter - The LENS

28 February 2022

CSIA on C-Suite Radio

CSIA's Executive Director, Jeremy Larkins recently shared his thoughts about ICSS and customer service performance with Nina Sunday on the C-Suite Radio podcast. 

25 February 2022

Download the 2022 Australian Service Excellence Awards brochure

Interested in learning more about the 2022 ASEAs. You can now download the brochure with all the information you'll need to prepare your nomination for this year's Awards.

15 February 2022

Are AI powered contact centres game changers?

In the latest issue of FOCUS Magazine, Ravi Saraogi, Co-founder and President of Uniphore APAC shares how Conversational Artificial intelligence (AI) is playing a key role as businesses look to streamline operations while delivering new and transformative experiences.

10 February 2022

2022 Australian Service Excellence Awards - Nominations are Open

Nominations have opened for the 2022 Australian Service Excellence Awards and close for entries on May 31, 2022.

01 February 2022

The LENS - January 2022

Catch up with all the latest news from CSIA with the January 2022 issue of our monthly newsletter - The LENS

31 January 2022

Congratulations to Transit Systems

CSIA congratulates Transit Systems Australia who recently completed their ICSS recertification and achieved Integration level for the first time.

08 February 2022

CX APAC Online 2022 (March 29 - 31, 2022)

The CX APAC online live event is back and CSIA is proudly supporting this event again in 2022. Register for free and learn about enhancing customer satisfaction through personalisation, 
digitisation and channel integration.

20 January 2022

Certified Customer Service Leader (CCSL) program (April 28, 2022)

The Certified Customer Service Leader (CCSL) program is designed to support leaders to build, train, coach and manage high performing service teams.

17  January 2022

Join us and learn about the International Customer Service Standard

CSIA's program of events starts in March 2022 and you're invited to join our free webinar where we unpack the ICSS framework.

14 December 2021

FOCUS | CSIA Quarterly - December 2021

Read our latest magazine filled with news, articles and a number coverage of the 2021 Australian Service Excellence Awards 

16 December 2021

Certified Customer Service Training - April 2022

You're invited to join CSIA for our Certified Customer Service Excellence (CCSE) program on April 27, 2022. This one day public program workshop will be facilitated in our digital classroom.

10 December 2021

2021 Australian Service Excellence Awards Highlights

The highlights from the 2021 awards are available for you to view and see how CSIA celebrated and recognised service excellence in 2021

02 December 2021

The LENS - November 2021

Catch up with all the latest news from CSIA with the November 2021 issue of our monthly newsletter - The LENS

30 November 2021

Navigating a changed industry

In the latest issue of FOCUS magazine, Paul Smith from Citrus Group discusses the changes and challenges for contact centre recruitment as we move into COVID normal.

23 November 2021

The Customer Show - May 2022 

CSIA is delighted to announce our association partnership with The Customer Show in May 2022. Hosted by IPQC at the Melbourne Convention & Exhibition Centre this will be an event not to be missed next year.

22 November 2021

Read how ICSS Certification created better customer experience at TMR

In the latest FOCUS magazine, CSIA spoke to Mr. Neil Scales OBE, the Director-General, of the Department of Transport and Main Roads (TMR) about how undergoing ICSS certification assisted the department in delivering improved customer experiences.

10 November 2021

Contact Centre Week - February 2022

CSIA is proudly supporting CCW 2022 at The Star on the Gold Coast from Feb 24 -25, 2022.

03 November 2021

The LENS - October 2021

Catch up on all the latest news from CSIA with our monthly newsletter - The LENS

30 October 2021

2021 ASEA winners announced

The winners of the 2021 Australian Service Excellence Awards have been announced 

29 October 2021

Catch up on all the latest news from CSIA with The LENS

CSIA's monthly newsletter is out now. Catch up on the latest news and events.

30 September 2021

Read the latest edition of FOCUS - CSIA's Quarterly magazine

The Spring 2021 edition of FOCUS is out now and features contributions from Matt Porta from ServiceNow and interviews with Neil Scales OBE and Paul Smith from Citrus and much more.

29 September 2021

Do you know a customer champion?

To help you celebrate Customer Service Week, CSIA is searching for a Customer Champion. Nominate for your chance to win a complimentary CSIA membership.

22 September 2021

Registrations are open for CX Asia 2021 Hybrid Conference

CSIA is proudly supporting this year's event where over 24 thought leaders will discuss how to improve customer engagement and experience - November 22-25, 2021

17 September 2021

Join us at the 2021 Australian Service Excellence Awards

Registrations are now open for the 2021 Awards on Thursday 28 October, 2021

12 September 2021

Enrol now in our next Certified Customer Service Leader program.

Registrations are now available for CSIA's popular CCSL program running again on December 06, 2021

02 September 2021

Catch up on all the latest news from CSIA with the LENS

CSIA's monthly newsletter - The LENS is out now.

31  Aug 2021

Congratulations to the Sydney Cricket Ground

CSIA warmly congratulates the team at Venues NSW and the Sydney Cricket Ground for recently achieving certification to the International Customer Service Standard.

19  Aug 2021

Redefining the future of Contact Centres - Webinar

CSIA invites you to join us for a webinar hosted by ASEA partner Talkdesk and including SME's from CSIA and Talkdesk to discuss how the future of the contact centre is being redefined. 

10 Aug 2021

Get your Digital workforce started - Webinar

CSIA invites you to join us for a webinar hosted by CSIA Certified Practitioner, Todd Gorsuch and his team at Customer Science where they will share how RPA can drive customer success.

03 Aug 2021

Catch up on all the latest news from CSIA with the LENS

CSIA's monthly newsletter - the LENS is out now.

30 July 2021

Contact Centre Week 2021 - October 20-22 

CSIA is delighted to be supporting the 2021 Contact Centre Week event at The Star on the Gold Coast for three days October 20 - 22.

22 July 2021

Download the 2021 Talkdesk Contact Centre Benchmark Report

The latest contact centre benchmarks taken from Australian and global data examines the key metrics across regions and industries.

12 July 2021

Catch up on all the latest news from CSIA with the LENS

CSIA's monthly newsletter - the LENS is out now.

30 June 2021

The winter edition of FOCUS magazine is out now

The winter 2021 issue of FOCUS includes contributions from Kieren King (Talkdesk) and Aaron Hines (Clarity Education) along with interviews with CSIA members and partners.

29 June 2021

2021 Australian Service Excellence Awards - Finalists Announced

CSIA is delighted to announce the finalists in the 2021 Australian Service Excellence Awards program. From hundreds of nominations we congratulate those individuals and organisations who have been selected.

21 June 2021

Register now for - Voice of the Customer APAC 

CSIA is proud to announce our media partnership for this exciting online event. Register for free and hear from industry leaders about tools, techniques and insights as to how to let your customers dictate organisation focus.

07 June 2021

Customer Contact Week Digital ANZ 2021 - on demand

CSIA members can access all the sessions from last week's digital Contact Centre Week conference online and for free.

01 June 2021

The LENS - May 2021

Catch up on all the latest news from CSIA with our March issue of our monthly newsletter - the LENS

31 May 2021

CSIA is proudly supporting Customer Contact Week ANZ 2021

You can join industry leaders at Customer Contact Week ANZ 2021 from 25-27 May, as they discuss the key strategies that will support your people, processes and transform your customer contact.

14 May 2021

The updated version of the Complaints Handling Framework has arrived

CSIA-CHF: 2025 is now available for organisations seeking to audit or implement best-practice complaints management systems.

03 May 2021

The LENS - April 2021

Catch up on all the latest news from CSIA with our March issue of our monthly newsletter - the LENS

30 April 2021

Hear from the Executive of the Year

In the latest issue of FOCUS we talk to 2020 Australian Service Excellence Awards Executive of the Year - Lisa Dowie. 

26 April 2021

Join us for our Certified Customer Service Leader (CCSL) program

Our next CCSL public program has been scheduled for August 12th, 2021. Join our digital classroom and connect with your peers from across the country

22 April 2021

Next ICSS Webinar announced

We are delighted to announce the next ICSS webinar is now scheduled for August 4th, 2021. Join us and learn all about the International Customer Service Standard.

07 April 2021

The LENS - March 2021

Catch up on all the latest news from CSIA with our March issue of our monthly newsletter - the LENS

31 March 2021

FOCUS | CSIA QUARTERLY - March 2021

Read the latest edition of CSIA's quarterly magazine - FOCUS

30 March 2021

14th Annual - CX Management Event: 18-20 May, 2021 in Sydney

CSIA is delighted to be supporting this event in 2021, and CSIA members can receive a 10% discount by contacting our memberships team membership@csia.com.au

18 March 2021

You Be The Judge - ASEAs Judging Panel Registration Is Open

If you are interested in joining the 2021 Australian Service Excellence Awards (ASEAs) judging panel, please register online or email awards@csia.com.au for more information

12 March 2021

The LENS - February 2021

Catch up on all the latest news from CSIA with the February issue of our monthly newsletter - The LENS.

26 February 2021

Join us and learn more about ICSS

CSIA is delighted to invite you to join Jeremy Larkins and Steven Brett for an online event on March 24, 2021. Jeremy and Steven will talk about the new version of ICSS and Certification process.

23 February  2021

International Service Excellence Awards Winners Announced

Congratulations to all 2020 ISEAs winners announced last week by ICCSO and the Customer Service Institute of America.

03 February  2021

The 2021 Australian Service Excellence Awards are OPEN for Nominations

The 2021 ASEAs program is open for nominations from today. Entries close on May 31, 2021.

01 February  2021

The LENS - January 2021

Catch up on all the latest news from CSIA with the January issue of our monthly newsletter - The LENS.

29 January 2021

Certified Customer Service Leader (CCSL) Program - April 2021

Our Certified Customer Service Leader (CCSL) program equips leaders to build, manage and support high-performing service teams. This public program will be facilitated online on April 22nd 2021

25 January 2021

Join the 2021 CX Trends Webinar 

CSIA is delighted to provide an opportunity for members to join the ZenDesk 2021 CX trends webinar where industry leaders will discuss the top trends arising from ZenDesk's annual survey of over 90,000 CX professionals on February 9th, 2021.

14 January 2021

A CX Moment with Bernard Salt

CSIA invites you to hear from Bernard Salt AM, one of Australia’s leading social commentators who will delve into the 2021 trends and the long-term impacts we can expect from the pandemic at this webinar on January 19th, 2021

11 January 2021

Season's Greetings from the team at CSIA

CSIA's office will be closed from Dec 23rd 2020 until Jan 11th 2021. 

21 December 2020

Salesforce - 2020 State of Service Report is available now.

Salesforce's 4th annual State of Service Report contains insights from over 7000 service professionals. 

09 December 2020

The LENS - November 2020

Catch up on all the latest news from CSIA with the November issue of our monthly newsletter - The LENS.

30 November 2020

2020 ASEAs Highlights Video

The 2020 Australian Service Excellence Awards highlights video is now available to view. 

27 November 2020

Learn how to leverage data to transform customer experience

CSIA is delighted to invite you to join our ASEAs partner, Dasiee for a webinar where we will hear our AI and automation can transform agent and customer experience. December 04, 2020 from 9.00am to 10.00am

18 November 2020

What did the judges think?

In the latest edition of FOCUS magazine, some of our 2020 Australian Services Excellence  Awards judging panel share their insights from this years program.

16 November 2020

CSIA is proudly supporting Contact Centre Week 2021

CSIA is  proudly supporting Contact Centre Week again in 2021. In February 2021 CCW Disrupt will feature a hybrid event with both physical and digital sessions

11 November 2020

The LENS - October 2020

Catch up on all the latest news from CSIA with the latest edition of the LENS

30 October 2020

FOCUS | CSIA QUARTERLY | OCTOBER 2020

The latest edition of CSIA's quarterly magazine, FOCUS, is out now

29 October 2020

2020 ASEAs Winners Announced

CSIA is delighted to congratulate the 2020 Australian Service Excellence Awards program Winners

23  October 2020

2020 ASEAs Partners

CSIA is delighted to confirm our 2020 Australian Service Excellence Awards program and gala partners

14  October 2020

Register for the CCO ANZ online 

CSIA is thrilled to announce our media partnership for the Chief Customer Online, ANZ running from Oct 27-29. Topics covered include customer-centred transformation, capturing customer emotion and introducing AI.

08 October 2020

Level up with the Zendesk CX Webinar 

CSIA is proudly supporting the Zendesk CX Webinar where you will hear insights from research conducted across 1,000+ CX leaders on October 28th.

06 October 2020

The LENS - September 2020

The latest edition of The LENS - CSIA's monthly newsletter is out now.

30 September 2020

Registration is open for the 2020 ASEAs Gala

Join CSIA and the 2020 Australian Service Excellence Awards finalists for the 2020 annual ASEAs (online) gala presentation. October 22, 2020 from 730pm.

28 September 2020

CSIA is proudly supporting Pega Discover

In October you are invited to join the FREE Pega Discover online summits and hear how organisations are creating individualised customer experiences.

25 September 2020

CSIA's CCSE program is open for registrations

CSIA will be facilitating our Certified Customer Service Excellence (CCSe) program ONLINE on October 28th. 

24 September 2020

CSIA welcomes Pega

CSIA is delighted to welcome Pega as a new Industry Partner. For more than 35 years, Pega has enabled higher customer satisfaction, lower costs, and increased customer lifetime value through cloud software for customer engagement and operational excellence.

23 September 2020

Join our next CCSL public program

CSIA's Certified Customer Service Leader (CCSL) next public program is being facilitated online on October 21st and is open for registrations from today.

11 September 2020

Emotion Based Design

CSIA Certified Practitioner explains why emotion is a critical layer to incorporate into your customer experience design  

09 September 2020

The LENS - August 2020

The latest edition of The LENS - CSIA's monthly newsletter is out now.

28 August 2020

CSIA welcomes Daisee

CSIA is delighted to welcome Daisee as a new Industry & ASEAs partner. Daisee provide automated quality management for customer interactions, that’s powered by artificial intelligence, speech and text analytics.

27 August 2020

Navigating the New Normal

Find out how some of CSIA's members have navigated the challenges of COVID-19 and maintained customer focus

18 August 2020

Save the Date - October 22, 2020

The Australian Service Excellence Awards Gala is going online. Join us for a livestream of this year's awards event and presentation.

07 August 2020

The LENS - July 2020

The July edition of The LENS is out now.

31 July 2020

FOCUS | CSIA Quarterly - July 2020

In the latest issue of FOCUS magazine, CSIA shares stories from members about their journey through the pandemic. We also hear the inside story about the new version of ICSS and much more

29 July 2020

Public Training Workshops (August / September)

CSIA's certified training programs are being facilitated online this August and September. Places are limited so please register early to avoid disappointment 

24 July 2020

ICSS Webinar (September 7th)

Join CSIA's Steven Brett and Jeremy Larkins to learn about the new version of the International Customer Service Standard (ICSS) and how your organisation can benefit from adopting the framework. 

16 July 2020

Certified Complaints Handling Excellence Program

CSIA's Certified Complaints Handling Excellence (CCHE) program is open for registration for an online training workshop running on Aug 13th, 2020 

14 July 2020

The LENS - June 2020

The June edition of The LENS is out now.

29 June 2020

Updated CSIA organisation overview released

CSIA has an updated version of our organisation and services overview available from today

19 Jun 2020

2020 ASEAs Finalists Announced

CSIA is delighted to announce the Finalists in the 2020 Australian Service Excellence Awards. 

10 Jun 2020

Customer Insights in the age of Covid-19 (June 23)

CSIA is delighted to be supporting the Contact Centre Agent Virtual Summit as we bring contact centre leaders together to share their insights about the challenges in managing teams and supporting customers amid the coronavirus pandemic.

01 Jun 2020

Contact Centre Agent Virtual Summit (July 08)

CSIA is delighted to be supporting the Contact Centre Agent Virtual Summit as we bring contact centre leaders together to share their insights about the challenges in managing teams and supporting customers amid the coronavirus pandemic.

28 May 2020

The LENS - May 2020

The May edition of the Lens is out now

27 May 2020

CSIA's nomination to Standards Australia 

CSIA is pleased to formally announce our nomination of Sam Blaxland to a review committee with Standards Australia to support the development of a standard supporting ICT Helpdesk delivery and governance.

15 May 2020

2020 ASEAs Guest Judge applications are open

Join CSIA as a Guest Judge for the 2020 Australian Service Excellence Awards program. Applications are open now until June 10th, 2020

06 May 2020

APPLY NOW
The LENS - April 2020

The April edition of the Lens is out now

30 Apr 2020

CX in the Age of Coronavirus Report

CSIA is proud to be a supporting partner of this research lead by IQPC Australia. CSIA members can access this report at a special discount and a sample of the report is available here

23 Apr 2020

Customer Contact Week Digital Event (May 27-29)

CSIA is delighted to announce our partnership with Customer Contact Week's ANZ Digital Event in May. Read the full agenda here or register for free below.

20 Apr 2020

Certified Complaints Handling Excellence Program

CSIA's Certified Complaints Handling Excellence (CCHE) program is now available on our online training portal.  

16 Apr 2020

Salesforce CARE

Salesforce, CSIA's Australian Service Excellence Awards (ASEAS) partner, have launched Salesforce CARE to support ​organisations impacted by Covid-19 and requiring a rapid deployment. 

07 Apr 2020

Customer Champions Online ANZ

CSIA is pleased to be supporting this free digital event featuring some of Australia and New Zealand's CX leaders. 

May 19th and May 22nd (online event)

02 Apr 2020

The LENS - March 2020

The March edition of the Lens is out now

31 Mar 2020

Customer Service Essentials Online Course

CSIA’s latest online training program is now available. The Customer Service Essentials course is a short journey through the fundamentals of creating great customer experiences.

30 Mar 2020

#WFH 

CSIA's Danielle Larkins has worked from home for ten years. Find out her advice on how to make it work.

19 Mar 2020

CSIA's COVID-19 update

An important message from CSIA's Executive Director, Jeremy Larkins

18 Mar 2020

CSIA's Certified Training Programs - now ONLINE

CSIA is delighted to announce the launch of our online training portal where you can study our Certified training programs at your own pace.

18 Mar 2020

COVID-19: Rapid Response Care

CSIA Certified Practitioner, Todd Gorsuch has launched a service to support contact centres during these challenging times. 

17 Mar 2020

Why Recognition Matters

CSIA's Executive Director, Jeremy Larkins insights into why recognition is critical to business success.

10  Mar 2020

The LENS - February 2020

The February edition of the Lens is out now

28 Feb 2020

CSIA continues support of UWS EAC

CSIA representatives have sat on the University of Western Sydney - School of Business External Advisory Committee (EAC) since 2017. In 2020 CSIA is delighted to announce that CSIA Certified Practitioner Andrew Carlton will represent CSIA on the EAC.

28 Feb 2020

ICSS: 2020-2025 is here

CSIA is pleased to announce the release of the new version of the International Customer Service Standard (ICSS: 2020-2025)

21 Feb 2020

Certified Written Service Excellence (Online)

The Certified Written Service Excellence (CWSE) program is a facilitated online training program that helps you to deliver exceptional customer service through writing. 

10 Feb 2020

2020 ASEAs are open for nominations

This year the Australian Service Excellence Awards (ASEAs) celebrate our 20th year of  recognising service excellence. 

03 Feb 2020

Brett Gumbley joins CSIA's Certified Practitioners

CSIA is delighted to welcome Brett Gumbley to our team of Certified Practitioners. Brett has worked alongside CSIA since 2011 and is an expert in customer insights. 

22 Jan 2020

2019 ASEAs Winners take out ISEAs 

CSIA Congratulates the 2019 Australian Service Excellence Awards winners who have gone on to win International Service Excellence Awards as announced this week.

20 Jan 2020

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