Today's customers expect service on their own terms - whenever they need, in whatever digital channel they want.As a result, it has never been more important for organisations to engage customers on the right channels, and ensure their team has the skills required to drive consistent and quality service across multiple platforms.In this exclusive interview ahead of Contact Centre Week 2018, Tanya Eglinton, Head of Contact Centre Operations at nib, explores the core steps her team is taking to drive a seamless digital customer experience, as well as the tools used to motivate staff to create personalised customer connections.WATCH INTERVIEW: How nib creates seamless customer connections through digital channels.READ TRANSCRIPT: How nib creates seamless customer connections through digital channels.As the Chair of Contact Centre Week 2017, Tanya not only provides a glimpse into nib's contact centre transformation, she also gives a sneak peek into why Contact Centre Week is the most invaluable learning and networking opportunity of the year for the Australian contact centre industry.View the interview to learn more about:•    The types of digital channels nib's contact centre is using to engage customers•    Strategies to keep staff motivated and engaged when it comes to using new technologies•    How to ensure a consistency of customer service across all channels•    nib's core focus areas for the next 12 months when it comes to further driving exceptional CX•    A sneak peek into what to expect at CCW 2018. Watch the video interview now or read the transcript here to learn more.Learn more at Contact Centre Week 2018 - The No.1 Customer Service Event in Australia & NZEach year, the Australian Contact Centre community comes together in one single annual gathering at the 3rd Annual Contact Centre Week 2018, as part of CCW, the World's Largest Customer Contact event series.Tanya Eglinton, Head of Contact Centre Operations at nib, will join over 60 expert speakers at CCW 2018, held from 14 - 16 February in the Gold Coast, and will be sharing her insights and experience in the sessions below:•    Workshop: Removing Legacy Systems For an Omni-Channel Contact Centre•    Panel Discussion: Reviewing the State of the Customer Centre Industry and What to Expect in the Short & Long Term•    Panel Discussion: The Challenges and Benefits of Off-shoring Contact Centre WorkView the agenda now to learn more about Tanya's session at CCW 2018, as well as the speakers, sessions, workshops, site tours, social program, Future Leader's Lab, Industry Awards, networking opportunities and more!To find out more, contact us today!E: enquire@iqpc.com.auP: +612 9229 1000W: https://contactcentreweek.iqpc.com.au/