LATEST
NEWS
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
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
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
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
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
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
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