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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

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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