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.

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

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

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

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.

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

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

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

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

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.

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. 

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

Then July issue of The LENS is out today.

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

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.

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

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

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

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

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.

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

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

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.

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

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

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

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

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.

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

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.

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 

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.

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.

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

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.

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.

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.  

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

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

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 

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

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.

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

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. 

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.

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.

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.

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.

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

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

CSIA's monthly newsletter is out now!

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

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.

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

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

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

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

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

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

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.

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

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

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

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

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

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

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

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.

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

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

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.

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

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

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

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

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

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

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

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

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.

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

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

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. 

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.

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.

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

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

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

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.

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

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

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

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.

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

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

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.

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.

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.

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

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

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

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

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.

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

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

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

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

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

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

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. 

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.

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

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.

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

CSIA's monthly newsletter - the LENS 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.

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.

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.

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

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

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.

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

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

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

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

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.

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

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

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

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

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

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.

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

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

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

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

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.

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

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

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

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

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

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

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

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

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

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

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

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

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.

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

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

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

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

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

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.

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

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

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

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.

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

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

The July edition of The LENS is out now.

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

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

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. 

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

The June edition of The LENS is out now.

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

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

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.

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.

The May edition of the Lens is out now

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.

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

The April edition of the Lens is out now

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

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.

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

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. 

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)

The March edition of the Lens is out now

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.

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

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

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

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

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

The February edition of the Lens is out now

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.

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

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

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

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. 

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