CX Events & Webinars

Fifth Quadrant offers unrivalled insights and knowledge into the CX industry.
Our customer experience webinars are free for download.

Upcoming Events
LogMeIn AI time & place

Webinar: Artificial Intelligence - Right Time, Right Place

Tuesday 26 November at 12 pm AEDT - In a world where time is the new currency, Steve Nuttall, Director of Research at Fifth Quadrant and Chris Savio, Senior Product Marketing Manager at Bold360 by LogMeIn, will discuss how you can leverage AI to operate more efficiently and help your customers faster.

Auscontact Events

Auscontact 2019 National Conference 17-18 October

The conference will Innovate, Engage and Enable Members keeping them educated, informed and inspired.

Auscontact Association is the united voice for the customer contact industry in Australia, connecting people, industries and organisations, locally and globally, to deliver excellence in customer contact experience. Click here to find out about upcoming events in your city. 

Past Events
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Webinar: How To Move Your Business Up The CX Maturity Curve

In recent research conducted on behalf of Bold360, it found significant benefits to increasing your customer engagement maturity. However, there are serious risks for those who do not undergo digital transformation soon. 

LogMeIn - CX Insights

Webinar: Australian Retail Customer Experience Insights

The latest CX retail research from Fifth Quadrant, sponsored by Bold360 by LogMeIn explores how Australian customers are interacting with retail brands using channels powered by AI.

Cyara - Cloud Solutions

Webinar: 5 Keys To Assuring A Successful Contact Centre Cloud Migration

An increasing number of Australian organisations are planning to adopt contact centre cloud solutions for their telephony and digital channel systems in the next 1-2 years. The biggest growth is expected to be in a hybrid solution, combining on-site, off-site and cloud infrastructure.

Bold360 Webinar

Webinar: Bold360 - Using AI to Achieve an Exceptional EX

The impact of AI on the employee experience has often been ignored or reduced to a zero sum game of machines replacing human labour. In practice, AI has the potential to augment human skills - not replace them - and to remove operational inefficiencies freeing up agents to be more strategic. 

State of Pay -CC  Salary Benchmark

Webinar: Contact Centre Salary Guide & Market Insights

The experts explore the insights from our inaugural salary benchmark report. How are pay and benefits affecting your competition? Can the right pay and benefits package give you a competitive edge?

Break the Cycle of Disengagement

Webinar: Breaking the Cycle of Disengagement

Join us: Wednesday, September 26 starting at 12pm - Businesses are overwhelmed by the operational challenge of managing the volume of queries they are having to respond to which are typically telephone and email which ultimately results in customers churning out.

Contact Centre Improvements

Webinar: Improving the Contact Centre

The final of three webinars based on the recent release of our annual Contact Centre Benchmark Study & Report (click for details). The experts explore and discuss; operational performance, CX measurement, and staff management and engagement and help sort out what the above mean for businesses and the industry.

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Webinar: Contact Centre Evolution

Join us for the second of three webinars based on the recent release of our annual Contact Centre Benchmark Study & Report (click for details)The experts explore and discuss; customer interaction types, the evolution of the multi-channel contact centre and help sort out what the above means for businesses and the industry. 

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Webinar: Contact Centre Trends

Join us for the first of three webinars based on the recent release of our annual Contact Centre Benchmark Study & Report (click for details). The experts will explore and discuss; key emerging trends, challenges faced by today's contact centres and help sort out what the above means for businesses and the industry.

Chatbot Harmony

Webinar: Achieving Harmony Between Bots & Humans

Many Australian contact centres are striving to improve customer experiences by implementing technology that both optimises agent performance and delivers a more customer centric offering.

Amazon - Threat or Opportunity?

Webinar: Amazon - Threat or Opportunity for Australian Manufacturers?

The topic of Amazon Marketplace in Australia is the hottest button in retail, but the manufacturing and supply chain implications are seemingly overlooked.

CX - Things to Come in 2018

Webinar: Customer Experience - The Shape Of Things To Come

As we quickly head to the end of the year it is time to look forward to the key trends in customer experience that will affect your business in 2018.

Webinar: Reinventing CX Requires Culture Change

Webinar: Reinventing Customer Experience Through People, Data & AI

In this webinar Steve Nuttall, Head of CX Research at Fifth Quadrant and Kristi Mansfield, CX Strategy & Transformation Director at Oracle take a closer look at the cultural environment and new skill sets that are required to deliver a reinvented customer experience.

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Workshop: How To Cut Through The Omni-Channel Maze - Auckland NZ

Today’s customers expect organisations to deliver an integrated, seamless, consistent and personalised experience across all available channels. However, many organisations have not yet laid down the core foundations.

Age of Ultra-Personalisation

Webinar: The Age of Ultra-Personalisation

Digital technology has heralded a new era of ultra-personalisation and given brands the ability to understand what each of their customers need and want.

Art & Science of Customer Engagement

Webinar: The Art & Science of Customer Engagement

The proliferation of mobile devices and applications has given consumers more choices and flexibility in researching and purchasing products or services.

Verint Knowledge Management Webinar

Webinar: How Knowledge Management Can Transform Your Customer Experience

In this webinar we discuss how an Enterprise Knowledge Management solution will help you deliver a consistent omni-channel customer experience.

Tips for Great CX

Webinar: 5 Tips for Great Customer Experience

Organisations understand the importance of delivering a great customer experience but many struggle to realise tangible results. This FQ webinar will provide you with our top tips for customer experience success.

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Webinar: Customer Experience - What to Expect in 2017

Before we know it the year will have come to a close and a new year will be upon us. What have we learnt from the last 12 months and where are we heading in the new year?

Verint webinar

Webinar: The Tipping Point in Delivering Digital Customer Experiences

Verint is launching a comprehensive global research study that reveals insights into the expectations that customers have of digital experiences and how service providers are delivering to these.

Oracle webinar

Webinar: Creating Individualised Customer Experiences in the Digital Age

Customers are clearly in charge and businesses that understand what their customers need and want are winning.  Some of the winners are new entrants, the disrupters, and others are more traditional organisations that have been fast to understand the changing customer-led landscape.

New Findings into CX in ANZ

Webinar: New Findings into Customer Experience in ANZ

Join Stephen Duignan, VP International Marketing at LogMeIn, and Steve Nuttall, Research Director at Fifth Quadrant, as they dig into the key findings from brand new customer engagement research conducted in Australia and New Zealand.

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Webinar: Digital Transformation Through Intelligent Customer Engagement

Join Paul Farrow from Microsoft and Steve Nuttall from Fifth Quadrant as they look at how companies need to evolve in this new world. This live webinar will help you understand the opportunities digital transformation brings and hone your approach to winning and retaining customers.

10 Tips for CX Omni Channel Success

Webinar: 10 Principles for Omni-Channel Success

Presented by Fifth Quadrant and hosted by Stephanie Bauer, Head of CX Consulting and Steve Nuttall, Head of CX Research. Steph and Steve present the state of CX in Australia today and provide tips on creating a successful omni-channel experience for your customers. 

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Mobile is on the Rise: What are Consumers Telling Us?

Thanks to smartphones and ubiquitous connectivity, consumers can engage with businesses, and share their experiences with their networks, anywhere and at any time. Watch the original webinar.

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