FOCUS | CSIA Quarterly - December 2023 by Customer Service Institute of Australia

CSIA Quarterly December 2023

2023 Australian Service Excellence Awards Gala CSIA looks back at the 2023 Australian Service Excellence Awards Gala

The Renaissance of Real, Thanks to AI Luke Jamieson shares his thoughts on AI and its impact on the human experience.

Welcome to the December ‘23 edition of FOCUS Magazine This edition of FOCUS is a bumper edition as we look back on the 2023 Australian Service Excellence Awards and celebrate another year of engagement and growth at CSIA. In this issue you can read our Australian Service Excellence Awards Gala report and see the highlights from the event at The Star Gold Coast in November. Our 2023 Awards Judges tell us what they observed during the finalist judging process and what makes an award-winning presentation. Julie Curry from Citrus Group shares her insights about the state of the recruitment market in Australia. We also hear from CX expert and thought leader Luke Jamieson about his thoughts on AI and it’s potential positive impact on our expressions of humanity. And of course, there’s more news and upcoming events in this issue. I wish you all the very best for the festive season and look forward to reconnecting in 2024.

Jeremy Larkins Executive Director

MARCH 2023

Contents 04

News in Brief

2023 Australian Service Excellence Awards

Read all about the 2023 Awards gala and see all the winners from this year’s program. 14

What the Judges Saw

Hear directly from 14 of the 2023 Australian Service Excellence Awards judging panel about what they observed during the judging process. 22

The Renaissance of Real, Thanks to AI

Luke Jamieson shares his thoughts about how the rise of AI can have a positive impact on the depth of our human experiences. 24

Is uncertainty driving a rise in temp worker demand?

CSIA interviewed Julie Curry from Citrus Group to see what impact the current local and global economic conditions are having on the recruitment sector.

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News in Brief Certified Customer Service Leader Training Workshop The Certified Customer Service Leader (CCSL) is about equipping your leaders with a true customer service mindset and about helping leaders understand why customer service is so important and their role in ensuring great customer experiences, as well as providing practical tools to motivate, coach, and reward their team members. Public Training Workshop

FIND OUT MORE

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10 April 2024 9.30am – 4.30pm Virtual Classroom $440 per person CSIA members $550 per person non-members

Certified Business Relationship Manager Training Workshop Our Certified Business Relationship Management (CBRM) program is designed to support people in account management roles to improve service levels, customer success, retention and account growth. The program focuses on understanding strategy and customer value along with the key skills to support, empower and grow accounts. Public Training Workshop

FIND OUT MORE

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17 April 2024 9.30am – 4.30pm Virtual Classroom $440 per person CSIA members $550 per person non-members

Certified Customer Service Excellence Training Workshop The Certified Customer Service Excellence (CCSE) program focuses on the essential skills and techniques that make customer service better. The program helps build cognitive and empathy skills and trains participants to deliver customer service excellence as part of the wider goal of improving customer service and customer advocacy. Public Training Workshop

FIND OUT MORE

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08 May 2024 9.30am – 4.30pm Virtual Classroom $440 per person CSIA members $550 per person non-members

DECEMBER 2023

Webinar Introduction to the International Customer Service Standard 20 March 2024 9.00am – 10.00am

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The International Customer Service Standard (ICSS) is a framework that enables any organisation to understand how to implement best practice customer service management and create optimal customer experiences. ICSS enables an organisation to understand how well their strategy, structure, systems, people and processes are contributing to customer success and overall organisation performance. Join us for a webinar which is designed to introduce you to the current version of the Standard (ICSS: 2020-2025) and explain how any organisation can utilise the framework through CSIA’s certification process.

Webinar 2024 Australian Service Excellence Awards Program REGISTER (FREE) • •

22 February 2024 9.0012.oopm – 1.00pm

The Australian Service Excellence Awards are our nation’s longest running and most prestigious customer experience awards program. The 2024 Awards program will be the 24th year of the Awards and this webinar will introduce the key information for the 2024 program, key dates and CX thought leader and ASEA judge Luke Jamieson will share his thoughts on what makes an award-winning entry.

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2023 Australian Service Excellence Awards CSIA was delighted to announce the winners of the 2023 Australian Service Excellence Awards (ASEA) at The Star Gold Coast on 3rd November 2023. The 2023 Awards gala dinner was a fantastic celebration of achievements in customer service. Hosted by Michael Pope the evening featured entertainment, insights, lots of fun and prizes and of course – the Awards. In his opening address, CSIA’s Executive Director, Jeremy Larkins commented on the caliber of the 2023 finalists describing them as “the strongest field of finalists CSIA has even seen”. The strength of the awards finalists lead to CSIA’s board deciding to awarding a third trophy – Highly Commended in each category this year. CSIA also awarded the Extraordinary Service Award for just the third time in Awards history. This trophy is awarded by the judging committee when a team or individual demonstrate an outstanding passion for customer service during the finalists judging process, and this year the Sydney Airport Ambassadors won this prestigious award. In all, twenty-one winners were announced, along with fourteen Service Champions,

five Service Heroes and nineteen Highly Commended. In the annual message from the Prime Minister, The Hon. Anthony Albanese MP, said to the finalists that the Awards were, “wonderful recognition of your skill and dedication to customer service at every level”. Woolworths Group – Customer Hub won their third consecutive award for Service Excellence in a Large Contact Centre and were awarded the 2023 Best of the Best.

“I’m so proud of what we do for our customers” Ken Fryer Woolworths Group 2023 Best of the Best

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HCF won Customer Service Organisation – Large for the second consecutive year, and the National Heavy Vehicle Regulator improved on their 2022 performance to win the Customer Service Organisation of the Year – Government / Not-For Profit. Centorrino Technologies once again featured heavily in the awards, winning their eleventh consecutive award, alongside two Service Champions awards and Adam Centorrino was named Service Hero for Customer Service Executive of the Year. Winner of Executive of the Year was Grant Brodie from the Australian Taxation Office who said, “Congratulations to the other finalists, I’m in amazing company and to stand up here and win this awards is just fantastic”.

Several first-time entrants also won their categories including Sunshine Coast Council, the Australian Taxation Office and technology companies Home-in and Vendorpanel.. CSIA was proud to bring the 23rd Awards to Queensland for the first time in history and delighted with the enthusiastic attendance of delegates from around the country, who joined in the celebrations as we recognised our nation’s leaders in delivering service excellence. We look forward to the next edition of the Awards with nominations opening on 01 February 2024.

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2023 WINNERS Individual Categories Customer Service Advocate of the Year Winner: Yvonne Newnes - Peoplecare Health Insurance Service Hero: Bonnie Rae O'Brien - BT Financial Group Highly Commended: Gail Hopley - Australian Taxation Office Customer Service Professional of the Year Winner: Robert Kent - Smartgroup Service Hero: Jordyn McCarthy - Hollard Highly Commended: Matt Joseph - Yarra Valley Water Customer Service Leader of the Year Winner: Corali Duncan - Yarra Valley Water Service Hero: Liam Smith - Hollard Highly Commended: Hayley Frew - Woolworths Customer Service Manager of the Year Winner: Matt Anderson - Hollard Service Hero: Ian Pybourne - Australian Redcross Lifeblood Highly Commended: David Heron - BT Financial Group Customer Service Executive of the Year Winner: Grant Brodie - Australian Taxation Office Service Hero: Adam Centorrino - Centorrino Technologies Highly Commended: Steve Lennox – Yarra Valley Water

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Organisation Categories Best of the Best Winner: Woolworths - Customer Hub Contact Centre Extraordinary Service Award Winner: Sydney Airport - SYD Airport Ambassadors Customer Service Organisation of the Year - Government / Not For Profit Winner: National Heavy Vehicle Regulator Service Champion: Australian Taxation Office Highly Commended: Australian Redcross Lifeblood Customer Service Organisation of the Year - Large Winner: HCF Service Champion: Aussie Broadband Highly Commended: BT Financial Group (PSO Platforms Service and Operations) Customer Service Organisation of the Year - Medium Winner: Jaybro Group Service Champion: Centorrino Technologies Highly Commended: Peoplecare Health Insurance Customer Service Organisation of the Year - Small Winner: Home-in Service Champion: Nationwide Corporate Services Highly Commended: Eatfirst Customer Service Team of the Year - Large Winner: Pacific Fair Shopping Centre Service Champion: Ventia - Ventia Operations Team Highly Commended: Department of Transport and Main Roads - Customer Services Branch Customer Service Team of the Year - Medium Winner: Sunshine Coast Council - Customer Contact Service Champion: Smartgroup - Smartleasing Vehicle Sales Team Highly Commended: La Trobe Financial - Mortgage Help Customer Service Team of the Year - Small Winner: NSW Department of Customer Service - Customer Service Team, Digital Channels Service Champion: Woolworths Customer Hub - Loyalty Senior Team Highly Commended: NSW Department of Customer Service - Digital Content and Channels

09 5

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Organisation Categories Service Excellence in a Large Contact Centre Winner: Woolworths - Customer Hub Contact Centre Service Champion: HCF - Contact Centre Operations, Member Services and Business Growth Highly Commended: Aussie Broadband Service Excellence in a Medium Contact Centre Winner: BT Financial Group - Platforms Service and Operations Contact Centre Service Champion: Centorrino Technologies Highly Commended: Downer Defence Contact Centre Service Excellence in a Small Contact Centre Winner: VendorPanel Support Team Service Champion: EasyPark ANZ - Customer Service Team Highly Commended: Sleeping Duck - Customer Experience Team Customer Service Project of the Year - Service Transformation Winner: Australian Taxation Office - ATO Client Account Services: Secure Telephony Voting Service Service Champion: CQUniversity - Service Excellence SPOT Culture Program Highly Commended: Keolis Downer Yarra Trams - Yarra Trams Signature Service Customer Service Project of the Year - Service Innovation Winner: Centorrino Technologies Service Champion: Aussie Broadband Highly Commended: Wilson Security Customer Service Project of the Year - Customer Impact Winner: HP PPS Australia - HP, Customer Support , Elite Lounge Project Service Champion: Swoop Telecommunications - Swoop Customer Care Team Highly Commended: Department of Transport and Main Roads Queensland (TMR) - Easy Read Project Customer Service Project of the Year - Continuous Improvement Winner: Australian Red Cross Lifeblood - HEART Service Promise Service Champion: Xero Limited - Steps to CX Onboarding Project Highly Commended: Chemist Warehouse

DECEMBER 2023

THANK YOU The Customer Service Institute of Australian would like to thank the people and businesses that brought the 2023 Australian Service Excellence Awards to life.

Production

Dovetail Brand Engagement

Michael Pope

Awards Partners Awards Gold Partners

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2023 judging panel

Andrew Carlton CEO Virtual CX

Anita Bowtel CEO InterAct Melbourne Aoife Roche Senior Key Account Manager Strategic Partnerships Assetlink Services

Diedre Wilson Customer Service Manager Premier Waste Management

Gina Brooks Senior Facilitator CSIA

Helen Crossan Head of BT Contact Centre BT Financial Group

Bonnie Rae O’Brien National Manager, Talent & Technical Capability BT Financial Group

Janet GrangerWilcox Director Kellara Consulting

Bridie Scott Head of Customer, Innovation and Transformation Downer

Jay Wane Client Services Manager CSIA

Bruce Pyke Customer Experience Consultant

Charlotte Whyatt Head of Client Services INX Software

Danielle Larkins Lead Judge ASEA CSIA

Jeremy Larkins Executive Director CSIA

Jessica Mortimer Global Quality Performance & Insights Manager PointsBet

Jo Buchanen COO Castaway Forecasting

DECEMBER 2023

Joana Feiteira GM Customer Experience and Communications Transdev Sydney Ferries

Mark Prior Senior Manager, Mortgage Operations Westpac

Sabeena Parween Contact Centre Manager Wesley Mission

Judith Lee Organisational Change Manager Self-Employed

Megan Everleigh Client Services Director Pearson

Thomas McIntyre Retail & Customer Experience Manager Pacific Fair Shopping Centre

Keren McNally Manager, Marketing & Communication (Global) Fathom

Mei-Ling CheongNepia Head of Client Services Australian Ethical

Todd Gorsuch CEO Customer Science Group

Mei Lian Tan Client Services Manager CSIA

Tony Meier Senior Advisor Department of Transport and Main Roads QLD

Luke Jamieson Solutions Consultant Upland Software

Peter Vierod Creative Partner Friendly Persuasion

Tony Rambaut Partner Friendly Persuasion

Marie Andriopoulos Manager Customer Service and Experience VETASSESS

Peter Merrett Director The House of Wonderful

Tony Pescott Consultant Customer Pulse

Marina Logozzo Change Manager Optus

Rachel Cramond Senior Facilitator CSIA

Vijay Lakhanpal Group Learning and Development Specialist Smartgroup

Marissa Marconi National Manager Westpac

Richard Whybrow IT Training Officer City of Moonee Valley

Kim Honor Senior Facilitator CSIA

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What the Judges Saw CSIA asked our judging panel for their insights into the Australian Service Excellence Awards judging process and what makes an award-winning presentation stand above the rest.

Mei-Ling CheongNepia Head of Client Services Australian Ethical

Megan Everleigh Client Services Director Pearson

How have you enjoyed being part of the judging team this year?

It’s been a very rewarding experience as it has been in past years. It can be challenging at times as there are so many great ideas, projects, teams and people.

I've had a blast meeting different teams vying for the top prize in the small contact centre category! These are teams much like my own. It's such a treat to hear all their success stories and celebrate their great work.

What in your opinion is the most rewarding aspect of being a judge? The most rewarding aspect of being a judge is the privilege of being allowed to hear from such a diverse range of people and teams across different industries. Providing us with such insight into their business, and their offices either virtually or in person is always an honour. Why did you apply to be a judge this year? I have previously been a CSIA judge, and I wanted to continue to contribute to the industry and help recognise customer service excellence. What have you learned from judging this year? I learnt this year that there is no shortage of talent or ideas within the customer service industry and the industry is in good hands!

What in your opinion is the most rewarding aspect of being a judge? There are so many amazing tips and insights to takeaway into my own team, I'm sitting at the feet of giants! What trends have you seen driving service excellence? New methods to improve speed of reply during business hours are enabling many small businesses to expand their hours and scope, support rapid growth without increasing headcount and develop their people into newer and more exciting skills. What makes a finalist presentation stand out to you? We love hearing from actual customers who are keen to celebrate their service teams and see them recognised for all their hard work!

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Sabeena Parween Contact Centre Manager Wesley Mission

Why did you apply to be a judge this year? I applied to be a judge this year because I believe that service excellence is essential for any organisation that wants to succeed. I am passionate about helping businesses create a customer-centric culture, and I believe that celebrating great customer centricity via the Australian Service Excellence Awards is a great way to do that. What have you learned from judging this year? I have learned a lot about service excellence judging this year. I have learned about the different factors that contribute to a great customer experience, such as empathy, responsiveness, and problem-solving skills. I have also learned about the importance of creating a culture of service excellence within an organisation. What makes a finalist presentation stand out? A finalist presentation that stands out to me is one that is clear, concise, and engaging. The presenter should be able to articulate the organisation's service excellence strategy and how it has been implemented. They should also be able to provide examples of how the organisation has exceeded customer expectations and worked towards solutions that help solve problems. I am confident that the winners of the 2023 Australian Service Excellence Awards will continue to set the standard for service excellence in Australia. I am proud to have played a small role in recognising their achievements.

Luke Jamieson Solutions Consultant Upland Software

How have you enjoyed being part of the judging team this year? It’s great to be back on site with so many finalists this year. Nothing beats the atmosphere and vibes you get from being up close and personal with the heart of the business. Why did you apply to be a judge this year? This is my 4th year judging, and I will continue to do so as long as CSIA lets me. I thoroughly enjoy the process. Each year, I walk away from this inspired and encouraged. What have you learned from judging this year? One particular entry this year showed me how you can work better with your competitors to not only grow and be more successful but also provide better customer outcomes which is what it is all about. What trends have you seen driving service excellence? In the past few years, there have been lots of crises that have forced organisations to lift, pivot and evolve in order to tackle the challenge. Organisations are using these moments of crisis to cut through red tape and accelerate change that may have taken years to achieve under normal circumstances. This accelerated change is then imbedded in BAU and the horizon is reset. What makes a finalist presentation stand out? Aside from good pastries (jokes), it has to be seeing the passion and conviction come though on the faces and in the voices of the people presenting. Those that tell the story behind the PowerPoint always shine in my opinion.

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Richard Whybrow IT Training Officer City of Moonee Valley

Marina Logozzo Change Manager Optus

How have you enjoyed being part of the judging team this year?

I must say that being part of the judging team for the 2023 Australian Service Excellence Awards has been an absolutely wonderful experience, just as it has been in previous years.

I have loved seeing the growth of organisations delivering customer service. The secret is out. More and more organisations are understanding the dependency and power of providing great employee engagement which flows through to delivering exceptional customer service.

I have thoroughly enjoyed being part of the judging team this year. It's always a privilege to witness the outstanding service excellence initiatives and practices showcased by organisations across Australia. The dedication and innovation displayed by these participants are truly inspiring. What in your opinion is the most rewarding aspect of being a judge? The most rewarding aspect of being a judge is having the opportunity to recognise and celebrate the hard work and commitment of individuals and organisations in their pursuit of service excellence. It's a joy to see how these efforts positively impact customers and communities. Why did you apply to be a judge this year? I applied to be a judge this year because I firmly believe in the importance of recognising and promoting service excellence. Being part of the judging panel for the last 5 years allows me to contribute to this cause and support the continuous improvement of service standards in Australia. What have you learned from judging this year? Judging this year has provided me with valuable insights into the ever-evolving landscape of service excellence. I've learned that adaptability, innovation, and a customer-centric mindset are crucial for organisations to thrive in today's dynamic environment.

Why did you apply to be a judge this year? I look forward every year to applying. Seeing the innovation that organisations are implementing. Keeping abreast on the latest innovation and automation trends. I also get to find out how they overcame their biggest challenges. What have you learned from judging this year? This year reinforced the fact that you can’t know what to expect from just a nomination. A key call out is that the passion for delivering exceptional experiences is stronger than ever. What trends have you seen driving service excellence? RPA and automation are now quite common with technology solutions for customers being prioritised. App and self-service are really coming through along with a greater demand for managed services. What makes a finalist presentation stand out to you? Authenticity. Lots of effort is put into the presentation, best speakers, great graphics and all of that is needed. What really stands out for me is when speaking to the doers of the organisation and hearing their natural, unprepared responses and pride for what they deliver for customers every day is awesome.

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Tony Pescott Consultant Customer Pulse

Aoife Roche Senior Key Account Manager Strategic Partnerships Assetlink Services

How have you enjoyed being part of the judging team this year?

What in your opinion is the most rewarding aspect of being a judge?

Really enjoyed being part of the judging panel for the second year. Get to meet some very nice people all wanting to achieve excellence in customer service, so feel I have a lot in common.

The impact. It is truly rewarding to be able to support the recognition of individuals and companies that are ‘customer obsessed’. I hope this recognition through CSIA and the ASEA motivates individuals to confidently showcase their talent to continuously better their personal and/or professional journey and I hope companies through this experience continue to grow and be successful.

What in your opinion is the most rewarding aspect of being a judge? Being able to give back all the experiences I have gained over 51 years of work and hopefully impart my knowledge to assist businesses to be the best they can be. What have you learned from judging this year? That there is always more than one right answer and whilst there are many ways companies express their customer journey, they are all trying to deliver the best outcomes for their customers. What trends have you seen driving service excellence? This varies from company to company, but I believe what is important is that they are all trying hard to be the best. What could assist is showing and demonstrating what great can look like. What makes a finalist presentation stand out to you? Their passion for excellence, having the ability to talk about the ICSS, but then the ability to demonstrate how they have embedded these standards into their everyday working environment, through people, operations, finance, training and coaching, customer experience and delivery. One thing is to talk about it but another is to see it entrenched in a business every day as a way of life.

Why did you apply to be a judge this year? I have been fortunate to be a judge for 5 years now and I love the experience. Leaving my day job and focusing on connecting with customer focused professionals and learning from their customer journey is why I continue to be involved. What have you learned from judging this year? The diversity in customer centricity and how organisations and individuals have their unique style of supporting their customer journey. This diversity should be empowered and celebrated. What makes a finalist presentation stand out to you? Preparation and understanding your customer. A standout presentation allows the most suitable people in the organisation to speak of this experience and be present. This supports the judging experience in not only understanding the great work being done but also allows the judges to be further emersed in the journey and feel this passion.

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Diedre Wilson Customer Service Manager Premier Waste Management

Marissa Marconi National Manager Westpac

How have you enjoyed being part of the judging team this year?

What in your opinion is the most rewarding aspect of being a judge?

It has been an absolute honour to have been selected as part of the judging team for the third year in a row. I have really enjoyed reading the finalist submissions, visiting their sites and getting an understanding how other companies deliver on the four judging criteria.

Watching the amazing talent showcase new ideas, insights and ways of working across various industries – achieving a common goal to help make a difference to customers that engage with us.

What in your opinion is the most rewarding aspect of being a judge? Being completely inspired by the people behind the scenes, seeing their passion in detailing their business and how they drive service within their businesses. Why did you apply to be a judge this year? I love to learn, see how the best of the best achieve success in their businesses, understand what my own team can do better and be inspired by industry greats. What have you learned from judging this year? It has been so interesting to learn how other companies create their culture within the business; how they look after their staff and how this extends to their customers. What trends have you seen driving service excellence? AI has made a huge impact on driving service excellence. All these new omnichannel platforms and systems designed to provide in depth analysis of interactions between customer service agents and customers, with sentiment tracking (which also delivers CSAT scores), live call analysis and transcription, has been mindblowing.

As our customer demands change, it is also great to see the commitment made to gathering customer feedback across multiple channels – empowering individuals to not only focus on what they do, but how they make customers feel after each interaction. What have you learned from judging this year? I’ve really enjoyed hearing about the inclusive approach to designing today’s customer experience - focused on the customer actions and participation, not just customer content or product solutions. What trends have you seen driving service excellence? What I continue to see grow, is the impact AI and new digital pathways are having to support an organisation’s reach, speed of response and understanding of customers through data-led experiences. What is most impressive is how teams are working to align this with empathy and personal connections to make informed decisions and improve customer outcomes. Observing the lifecycle approach to training and development of people across the organisations, including many companies investing in Mental Health First aid accreditation which is such an important focus area for organisations and teams to invest in.

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Vijay Lakhanpal Group Learning and Development Specialist Smartgroup

Thomas McIntyre Retail & Customer Experience Manager Pacific Fair Shopping Centre

How have you enjoyed being part of the judging team this year?

Judging for CSIA is always a humbling experience. To see the finalist organisations doing incredible work for their customer’s experience and journey is extremely rewarding.

The opportunity to judge is so rewarding. First and foremost, it provides a somewhat selfish opportunity to meet and be surrounded by other customer centric champions. It is truly inspiring to see the work being done nationally, as well as providing me with inspiration to do better! All 3 of my judging sessions, I walked away absolutely surprised at the great work being done across different sectors.

What in your opinion is the most rewarding aspect of being a judge? The personal touch the teams add to their presentations. By doing so, the teams really try to give us a flavour of what their customers experience. Why did you apply to be a judge this year? I thoroughly enjoyed being a judge last year and could not say no to another opportunity. What have you learned from judging this year? My first judging experience was last year and it was amazing to see how the finalist organisation had reacted and put measures with the changes brought by COVID times. Judging again this year was more rewarding as it evidenced how the agility kept increasing in the post COVID world. What trends have you seen driving service excellence? Organisations are using technology and studying customer behaviour to cater the solutions they provide. What makes a finalist presentation stand out to you? It’s humbling when the team gives their 200% to share their achievements with us. It’s the personal touches – meeting team members, listening to real calls etc that is the cherry on the top for me all the time.

Why did you apply to be a judge this year? I’ve been a judge for 4 years now and take something away from every judging session. I’m usually judging in a completely different industry to my norm, and it opens my eyes to what other people are doing and perhaps how I could apply new concepts to my industry. The other reason is just meeting such amazing people all passionate about the customer journey. What have you learned judging this year? I learned a lot about the sheer volume of calls several call centres received and the detail that goes into trying to answer all the customer’s questions and close out their request in a single call. It blows my mind the complexity of these centres, all focusing on the customer journey. What makes a finalist presentation stand out to you? Some of the best finalist presentation moments are when actual customers of that business speak to us. With a customer in the room, there’s nowhere to hide, allowing the judges an opportunity to ask a customer questions, and more often than not we get truly genuine responses. It’s also always fantastic when we see something truly innovative, something unexpected, or for the greater good.

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Bruce Pyke Customer Experience Consultant

Peter Vierod Creative Partner Friendly Persuasion

How have you enjoyed being part of the judging team this year?

It has been interesting, motivating and rewarding, as well as being great fun.

It’s always a privilege and an honour to represent Australia’s leading customer service body.

What in your opinion is the most rewarding aspect of being a judge?

Getting to meet customer focused professionals, hearing what they are doing and learning about different organisations.

Being inspired by organisations that use service excellence to transform their businesses.

Why did you apply to be a judge this year?

When it comes to service excellence, no detail is too small.

I recently stepped away from my full-time job and wanted to devote some time to hearing about what the best organisations are doing. What have you learned from judging this year? That organisations understand the value of providing great customer experience. What trends have you seen driving service excellence? Organisations are recognising the value of investing in local service, doing more in house and getting closer to their customers. This has included expanding service centres to more locations and using technology to enable service staff to work remotely across Australia. What makes a finalist presentation stand out to you? You know that any finalist is going to have a great story. What stands out is the passion of the presenters and the pride in sharing what has been achieved.

What have you learned from judging this year?

What trends have you seen driving service excellence? The use of team apps among service staff to create consistency. What makes a finalist presentation stand out to you? Passion, process and proof.

2024 Celebrating Service Excellence

Key Dates

For over twenty years, the Customer Service Institute of Australia has celebrated customer service excellence by both individuals and organisations through the Australian Service Excellence Awards program. Nominations for the 2024 program open on February 01, 2024 and close on May 31, 2024 CSIA encourages organisations and individuals to recognise and reward achievements, ingenuity and innovation in customer service and customer experience by elevating these accomplishments to a national stage through the Awards program. Nominations can be submitted from February 01, 2024, via the awards portal accessed through the CSIA website csia.com.au where you will also find further information including terms, costs, judging criteria and frequently asked questions.

February 01, 2024 May 31, 2024 June 10, 2024 July 22, 2024 August 30, 2024 October 24, 2024

Nominations Open Nominations Close Finalists Announced Finalist Judging Commences Finalist Judging Concludes Winners Announced

Award Categories Organisations • • • • • • • • •

Customer Service Organisation of the Year – Large Customer Service Organisation of the Year – Medium Customer Service Organisation of the Year – Government / Not-For Profit Service Excellence in a Small Business Service Excellence in a Large Contact Centre Service Excellence in a Medium Contact Centre Service Excellence in a Small Contact Centre Customer Service Team of the Year Customer Service Project of the Year

Individuals • • • • •

Customer Service Advocate of the Year Customer Service Professional of the Year Customer Service Leader of the Year Customer Service Manager of the Year Customer Service Executive of the Year

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The Renaissance of Real, Thanks to AI. Luke Jamieson, CX thought leader shares his thoughts on the rise of AI and as we integrate AI into our daily lives, how we must decide if it is enhancing, or diminishing the beauty and depth of our human experiences. G’day G’day With every man and their dog talking, developing, selling, or using Artificial Intelligence (AI), it might seem bold or even backward to suggest that AI might be the catalyst for a resurrection of the arts, primitive living, and human connection. However, the more I think about it the more I think that is exactly what is on the horizon. I believe we find ourselves on the brink of a new cultural renaissance—a reawakening of appreciation for the timeless crafts and artistic expressions of the past. This resurgence won’t be driven by the technology itself, but rather by our reaction to it. I believe that the way it is dehumanised digital interactions will spark a desire for us to reconnect with our roots and deepen our desire for something not more real, just…real. I’m predicting that AI will be the initiator of a societal journey back to the heart of artistic and human connection. My gut tells me that as AI continues to advance and permeate our lives, it will lead us into a new era of appreciation for things like hand-crafted art, film photography, human-to-human conversation, and maybe even articles like this one, written by a human with all the emotion and grammatical errors that comes from being real. I think AI’s rise to dominance will be the catalyst for rekindling our connection with time-honoured forms of expression. Time honoured vs Time Saved When something can be done quickly and easily by everyone it loses its value. Let’s take AI-

generated art for example. It has made anyone with an imagination (prompt:/imagine) an artist. Don’t get me wrong, AI has demonstrated some impressive capabilities in generating art and I am continually stunned by what Mid-journey produces when I prompt it. However, I am yet to find myself saying that I feel connected to the art or the artist when looking at it. This is why, despite how impressed I am by what is produced, I am drawn to the time-honoured way art is created. The rise of AI-generated art has ignited in me a renewed interest in traditional techniques and craftsmanship. When I see AI-generated art, I can’t help but ponder the essence of creativity and what it means to be human. This contemplation has led me to a greater appreciation for the skills and emotions embedded in traditional art forms. Of late I have found myself painting and although I’m no Michelangelo, I feel like the process and experience of creating the art is vastly different to that of what I have experienced with AIgenerated art tools like Midjourney. When painting, I noticed that I get immersed in the process, lost in the creation, my mind becomes clear and my hands do a lot of the thinking, constantly making micro adjustments that are within my control as the painting comes to life. I’m reminded of this ugly statue called the Homunculus Man which represents how our body uses its senses by oversizing the areas of our body that sense the most. In contrast, when I am generating images in

DECEMBER 2023

Midjourney, I am constantly thinking about how to adjust my prompts, often frustrated by outcomes and I feel like I have less control over the process.

My 6-year-old daughter: “Dad, have you ever wondered…” Me: “Hey Alexa”

Now, admittedly, I am a bit of a creative person and people often say things to me like “oh I wish I was creative like you”. In response, I say, “It’s not how creative you are it’s how your creative”. So, you could argue that one’s ability to write great prompts is an art form and a form of creativity. However, when there are websites that you can buy prompts from, I am pretty sure that there is no website you can instantly buy painting skills from that don’t require time and practice.

We do this because it is so easy, and we forget the joy of wonder.

The Instant Gratification Conundrum I think that most of us know what is good for us. A well-prepared meal with healthy ingredients, a run, meditation or quality time and conversation with trusted friends. Yet we opt for fast food, the couch, TikTok and asynchronous conversations. That’s because we are pre-programmed to exude as little energy as possible to obtain the things that will help us stay alive. It’s a survival technique that served us well when we were running from lions and hunting and gathering. But let’s be honest, I doubt anyone reading this is in that situation today. You would think that as we evolved and made food easier to put on the table and reduced the threat of getting eaten ourselves, we might have stopped and smelled the roses. However, we can’t shake thousands of years of evolutionary DNA, so we are continually striving for faster and more efficient ways to do everything. But by doing so we lose a few things, the excitement of anticipation and the joy of wondering. Recently my daughter was given a disposable camera. I was fascinated to watch her carefully plan and decide what and when she would capture something. Then when it was time to get the film developed, I saw the wonder and excitement of waiting to see how everything would look. I’ll let you guess which photos she treasures more, the 4000 plus in her camera roll or the 24 that find pride of place on her bedroom wall. This made me well… wonder about wonder. I came to the conclusion that wonder creates space. Space for our minds to be curious, creative and innovative. I also think that wonder creates space to let appreciation and gratitude grow. The wait improves the reward. Yet we short-change ourselves on this reward when we hit the instant gratification button and worse, we short-change others, for example:

We are driven by DNA passed down generation after generation to find the quickest, most energy-efficient way to get something. Even Better than the Real Thing? When U2 wrote Even Better than the Real Thing, they were not talking about AI (far from it) but I am to think that is what we are trying to achieve with AI. Chatbots and voice assistance that replace the need for human interaction. AI that can write articles for you. AI that can drive for you. The list goes on but let me ask you to stop and ponder something. Is there anything better than the real thing? I believe that beyond anything else, we yearn for authentic connections and experiences. AI has the power to enable this, but not be this. This is why customer service will always need a human. The best AI’s enable us to connect with each other on a human level. They can take out binary tasks such as searching for answers and can help reduce our cognitive load with things like next best actions, affording us the opportunity to make space for empathy, passion and maybe even some wonder. When AI is a guide, it can provide a unique opportunity for a deeper and more deliberate form of human connection. AI is here to stay so we must find ways to use artificial intelligence to unlock wonder, connection, and passion, rather than replacing traditional forms of human expression and connection. As we integrate AI into our daily lives, we must decide if it is enhancing, or diminishing the beauty and depth of our human experiences. As I conclude this article, if any of this has got you wondering, pondering or maybe a little curious then perhaps take a moment to enjoy and experience the sense of wonder just a moment longer before you google it. Until next time and as always Hooroo

CSIA FOCUS

UNCERTAINTY SEES RISE IN TEMP WORKER DEMAND Despite migration levels again steadily increasing, some industries are still feeling the impacts of post-COVID skill shortages. Citrus Group, major sponsor of the ASEA awards, is a market leader in recruitment and the on-boarding, training and retention of contact centre personnel. Here, Director of Client Engagement Julie Curry shares insights on how the market is placed, and what businesses can do to attract and retain great team members. As an industry expert in recruitment, how do you see the present job market and what current trends are we seeing? It has shifted significantly throughout 2023 compared to the last couple of years. In 2021 and 2022 we saw a very buoyant permanent market with businesses having to pivot to accommodate the candidate short market, offering increased salaries and incentives to secure talent. Due to current economic uncertainty, businesses are now more mindful of spending and as such, are being deliberate with their recruitment requirements, seeing the return of temporary and temporary-topermanent demand. Customer/contact centre service is a highly competitive work environment; what can companies do to attract quality applicants? They really need to look at their Employee Value Proposition (EVP) and ensure they are an employer of choice. Candidates not only want to be remunerated in line with market rates, but they want to work for companies that care and are socially and environmentally responsible. Organisations need to differentiate themselves with their offerings and understand what is a “given” benefit and what is an actual value proposition.

What should the hiring process look like? Too often the reason for early attrition within contact centres stems from poor onboarding or training. The application and onboarding process should be easy and every engagement with the agency or organisation should be clear, and communication concise. Employers need to take advantage of tech stack offerings for onboarding and balance this with the human approach to ensure efficiencies’ for both the employee and employer. From the minute a candidate applies through to starting work on day one, it is vital they have a positive experience followed by a welcoming, engaging and supportive training and nesting period. What are some of the key strategies companies can employ to retain great team members? Regular one-on-ones have proven to be one of the most important factors influencing employee engagement, coupled with flexibility. Leaders need to set clear expectations while providing continuous learning and development opportunities. Through regular communication with leaders, employees feel valued and engagement will be higher.

DECEMBER 2023

How does Citrus ensure clients always have the best quality staff? As leaders in contact centre recruitment, we truly understand the intricacies of what makes a first-class employee and pride ourselves on our ability to tailor our recruitment strategy to align with each of our clients’ requirements. We utilise technology alongside robust methodology in order to identify the right fit. We work closely with all our clients to understand the makeup of their centre taking thorough job briefs and often spend time within their centres to gain insights. How does Citrus develop, reward and engage their people to deliver the best outcomes for customers? The entire Citrus team is focused on service delivery and providing the best customer service to clients and candidates. Our team is focused not only on filling our client’s recruitment requirements but on retention of our placed candidates. Customer and client satisfaction is measured and quantified and as such, our team really does live by the motto – one team, one dream. Staying informed about contact centre industry trends and insights, assists with our recruitment process of matching the right candidate in the right role.

What are the golden rules for delivering outstanding customer service? This is simple; treat everyone with respect and professionalism, care about the people you are dealing with, the service you are providing and the company you are representing. Citrus has been a major sponsor of the ASEA for the past five years. Why is it important to recognise and celebrate the achievements of those working in customer-facing businesses? Citrus Group has always valued and emphasised the achievements of those in customer service areas. Celebrating the achievements of those working in customerfacing businesses is essential for boosting employee morale, improving customer satisfaction and maintaining a positive workplace culture. It can have a significant impact on the success and reputation of the company while also promoting the personal and professional growth of its employees and we are proud to hold a long standing relationship with CSIA and the ASEA awards.

Level 2 383 George Street Sydney NSW 2000

T 1300 912 700 e info@csia.com.au w csia.com.au

FOCUS | CSIA Quarterly - December 2023

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What the Judges Saw