iSelect's Journey to their first Offshore Contact Centre | South Africa
iSelect Case Study
iSelect Group operates Contact Centres across six countries with the leading comparison sites of iSelect.com.au, Infochoice.com.au and EnergyWatch.com.au
Cyber-attacks are automated and indiscriminate, exploiting known vulnerabilities rather than targeting specific organisations
We explore why Cape Town became iSelect's preferred offshore location; the lessons learned in setting up and operating a contact centre on the other side of the world and the opportunities and pitfalls involved.
As Managing Director and Chief Executive Officer of ASX listed iSelect Ltd, Scott Wilson led the dramatic expansion of iSelect’s proprietary iConnect Artificial Intelligence Platform.
Scott will also explore how Artificial Intelligence is changing the modern contact centre operation and enhancing customer experience now and in to the future.
South Africa - Digitally Enabled
The fourth 'Industrial Age' was widely touted as the 'Service Revolution', hence the proliferation of direct channels and the exponential growth of the BPO industry over the past 30 years.
We are now firmly in the fifth epoch of the 'Digital Age' and South Africa's agenda is firmly entrenched in ensuring South Africa is fit for purpose in servicing this new industrial age.
Cultural affinity, proximity of locations, linguistic skills together with regionally harmonised policies across countries within a geographical zone creates significant growth accelerators for the BPO/BPM industry. Many of the European countries within the EMEA region worked well together at a policy level which geared their countries for growth in the outsourcing sector and also allowed for ‘skills roaming’ across the Euro zone.
South Africa is now looking to other countries to also gear the outsourcing industry for growth by working on a set of policies that comprehensively addresses harmonised technology standards, approach to digital skills development, implementation of eGov programmes, IP and Data Security, Legal Maturity, Broadband Connectivity and Pricing as well as Government incentives for the BPO/BPM industry.
The integrity of this approach is, in part, to allay prospective corporate fears in handing off their most important and sensitive commodity – data – off shore. The thoroughness in such an approach has seen major Australian corporates including iNet/TPG, IAG, Coles and iSelect select South Africa as their BPO destination of choice.
Hear a first hand account – the experience of iSelect as they set sail and landed in South Africa....
Interested in discussing offshore options with the South African Delegation? Contact Anita Bowtell for more information by COB Monday 22 October. Register also to attend our invitation only cocktail evening on Tuesday 23 October.
Keynote Speaker: Scott Wilson
As Managing Director and Chief Executive Officer of ASX listed iSelect Ltd, Scott led the dramatic expansion of iSelect’s proprietary iConnect Artificial Intelligence Platform..
A passionate advocate for the adoption of Artificial Intelligence (AI) and machine learning in business, Scott believes AI will be more revolutionary and disruptive to modern business and the way that people work than any other technology in history.
Founder and CEO of Wilson AI, Scott now leads a specialist Artificial Intelligence company, developing AI software as a service for the insurance, finance and retail industries and utilises proprietary machine learning neural network algorithms to solve complex business problems and optimise business results.
Scott is also an Advisory Board member of Fintech Start-up Day by Day Insurance (DBD), powered by block chain technology and boasts 20+ years of executive level experience within multinational companies including 20th Century Fox Home Entertainment, PZ Cussons and SPC Ardmona.
Qualifications: Scott holds a Graduate Certificate of Business Administration and a Master of Business from Newcastle University. He is also a member of the Australian Institute of Company Directors.
Many organisations have an appreciation of the cyber threats they face, however most are unclear about the ways in which they’re vulnerable. Cyber crime, online scamming of businesses is up 30%, but its just tip of the iceberg says the ACCC.
You could be in breach right now and not even be aware!
The Australian Federal Government has mandated that all data or integrity breaches be reported.
The European Union has introduced the general data protection Regulation (GDPR) and the OAIC has published new guidance for Australian businesses on these requirements.
Companies around the world need to put themselves on notice!
Every engagement between ourselves and our employees or customers has become digital, but have we truly considered why we gather all this data? Do you now how it is being used? Who is accessing it from the inside? OR from the outside?
'Why Victoria is growing as a Global Cyber Security Hub'
Minister for Trade & Investment, Innovation & the Digital Economy
Philip Dalidakis holds a double degree in Business (Management) and Arts (politics and Thai language), Monash University and a Master of Commerce, UNSW.
Starting his career in the private sector, Philip worked with Deloitte in the property and finance team with Centro Properties Group and as a financial controller of a small family group of companies before taking a role as CEO of the Victorian Association of Forest Industries from 2007 to 2011.
In government, Philip was Deputy Chief of Staff to Senator Stephen Conroy, Minister for Broadband, in 2011-12. Since July 2015, Philip has held the portfolio responsibilities of Minister for Trade and Investment, Innovation and the Digital Economy and Small Business in the Andrews Labor Government and is a Member for Southern Metropolitan Region.
'Deliver a cohesive resilient & cohesive cyber security environment'
Victorian Government, Chief Information Security Officer
As Victoria's first CISO, John leads the Victorian Government Cyber Security strategy to assess, monitor and respond to cyber security risks, engaging with the government departments, interstate counterparts, Commonwealth and private sector experts to deliver a resilient and cohesive cyber security environment.
With 20+ years’ experience in information technology, focusing on cyber security in financial services and the public sector, John was previously the Senior Manager, Information and Technology Risk at ANZ and has lectured in IT Risk and Security at tertiary institutions including Swinburne, RMIT, Deakin and UTS universities.
John is also a Board member of the ISACA Melbourne Chapter, and Melbourne JCSC (Joint Cyber Security Centre).
'PREPARE for the imminent Cyber Security disruption'
CEO and Founder, Forticode
With an Honours degree in Computer Science majoring in Artificial Intelligence, Tony's 30+ years of IT and executive business experience has culminated in proven outcomes across international markets in Security, Mobile, Risk, Insurance, Finance, Trading, Gaming and Petrochemicals.
The inventor behind Forticode's core IP, Tony is highly passionate about delivering solutions rather than treatments.