Customer Engagement Models of the Future

How do you service a customer of the future, when that customer may never have engaged with you person to person?

What do you know about your millennial customers who are now the number one source of global spending?

What role will customer relations professionals have in dealing in service recovery and with service failures arising from AI and other automated technologies?

In this practical and informative new SOCAP seminar, we step behind the words of AI, bots, and Big Data, to strip back their real meaning into practical applications, implementations and consumer behaviour for meaningful tools and takeaways for customer care and complaints handlers.

You’ll learn how to interpret some of the new buzzwords surrounding digital disruption, and get insights into how you might adapt your customer engagement models to meet the challenges of this new world.

What you will learn

Case studies

  • Digital customer support model – learn from the experience of a large corporate working on aa customer service model for ‘mobile-only’ customers

Consumer behaviour

  • What service offerings appeal to millennials?
  • How might the economic and social power of millennials change how complaints and feedback are given and how they’re managed?


  • Understand how AI will change the way consumers deal with organisations
  • Learn strategies for implementing bots and virtual assistants
  • Using Lean and Agile to minimise risk when you adopt new technology

Seminar takeaways

At the end of this seminar, attendees should expect to be able to:

  • Reinvigorate and innovate their customer service and customer experience processes
  • Understand digital consumer needs and how to service customers with changing consumer habits
  • Utilise current data to predict and prepare for your consumers’ future trends
  • Have a working knowledge of tools and applications to use now that can help model for successful strategies for customer service and complaints management going forward

Seminar format

This seminar format includes case studies and research from leading business influencers from across industry and technology, in a practical presentation, with interactive sessions for participant activity.  Research and white papers will also be available for attendees.


Who should attend

  • Leaders responsible for customer service, customer experience and complaints management teams including Complaints Managers, Team Leaders
  • Senior executives and managers accountable for customer service and complaints performance including Local and regional government Managers and Directors and Heads of Customer Service and Service Recovery
  • Teams who deal with, and respond to, dissatisfied customers including Customer Service or Contact Centre Managers and Team Leaders
  • Those wanting to learn more above complaints handling and customer service innovation
  • Business change managers implementing customer service improvement projects including Business Change Managers and Business Analysts
  • Aspiring customer service leaders looking to widen their skills base


Members (three or more from one company) $627 per person.
Members $697 per person
Non-member $808 per person

Register Online or Call 02 8095 6426 for more information

Can’t make the dates, no problem, we can come to you

Our training courses and workshops are available to be conducted in-house, on your site, at a date that is convenient for your entire team. Ask us for a tailored proposal for your team’s training. Call us on 02 8095 6426 or email