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NEWS
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
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