SenseCX Evolution – Innovations in Best Practice Interactions 

2023 FORUM
Wednesday 23 November 2022 |
12pm to 3pm | Online 

Be the first to hear the latest developments in SenseCX!

At CSBA we help our clients create better customer experiences. In order to do that we are constantly evolving and growing to ensure we are always at the forefront of contemporary CX thinking and strategy.

Join the CSBA team at this exclusive, invitation only event to be the first to hear about the latest innovations in best practice customer interactions and learn about the imminent updates to our SenseCX Quality Standards.

What is changing?

Gain a detailed understand of what changes in the methodology are being implemented and what key behaviours will be added to the standards.

Why is it changing?

Hear from CSBA’s customer research experts about why these developments are occurring and what is driving the change.

How do these changes affect me?

Learn how you can roll out the new best practice behaviours to your team.

What are others doing?

Discover first-hand from your contact centre counterparts about how they have been driving improvement.


Kate Gorman, CX Director for Government and Education

CSBA Expert Presenters:

  • Kerralie Shaw | Research Director | CSBA
  • Narelle Warburton | General Manager, Quality Assurance and Training | CSBA
  • Kiri Thom | Client Services Manager – Training and Development | CSBA

Client Case Study Presenters:

  • Brandon Davis | Team Leader, Customer Care | City of Kingston
  • Jarryd Schnabel | Senior Customer Service Officer, Customer Service Centre | Melbourne Water

How do I join the Forum on the day? 

You will receive a link to the Zoom Meeting a few days prior to the event.

What will it cost to attend? 

This online event is exclusive and free to invited CSBA clients.

How do I register? 

Please email Narelle Warburton for a registration link: