BEGIN:VCALENDAR VERSION:2.0 PRODID:-//ChamberMaster//Event Calendar 2.0//EN METHOD:PUBLISH X-PUBLISHED-TTL:P3D REFRESH-INTERVAL:P3D CALSCALE:GREGORIAN BEGIN:VEVENT DTSTART:20261029T060000Z DTEND:20261029T083000Z X-MICROSOFT-CDO-ALLDAYEVENT:FALSE SUMMARY:Small Business Month '26 | Seeing Through Your Customer's Eyes | 29 Oct DESCRIPTION:Welcome to Small Business Month: Seeing Through Your Customer's Eyes\n\n\n\nCustomer service is more important than ever as a way to keep and win customers.\n\n\n\nSome staggering facts emerge from Australian customer research undertaken by hello22.ai:\n\n consumers spent more than 123 million hours on hold in 2024-2025\n 79% say they'll take their business elsewhere after a poor /slow service experience\n 82% expect phone support to respond in under 2 to 3 minutes\n In small business: AI adoption is real - but uneven\n\nThis session is designed to highlight innovative ways for small businesses to enhance their service offerings and think beyond traditional frameworks.\n\n\n\nSeeing Through Your Customers" Eyes \n\n\n\nThis session presents an opportunity to explore how culture\, context and lived experience shape service needs - and how small\, well-placed interventions can improve outcomes.\n\n\n\nThe evening will include a facilitated panel discussion around:\n\n\n Customer Context understanding who your customers are.\n Service Trajectories understanding their experience over time.\n Customer Needs recognising the help\, service\, support or care required.\n Critical Moments identifying where small interventions matter most.\n Practical Innovation improving services without major investment.\n Insight Activation turning customer understanding into action.\n\n\n \n\nThe key theme that will emerge is that better customer insight is not necessarily about collecting more data. It is about understanding the customer more deeply and knowing precisely when\, where and how to act.\n\n\nDr Moira Scerri\n\n \n\nDr Moira Scerri is a Senior Lecturer at UTS Business School\, specialising in service innovation and complex sociotechnical systems. Her research explores how culture\, context and lived experience shape customer needs. Drawing on extensive industry experience\, she helps businesses translate customer insights into practical improvements that strengthen services and outcomes.\n\n\n\nAndrew Wilson who has recently joined the Global Council for Responsible AI as a Responsible AI Advisor.\n\n\n\n\n\n\n \n\n\n\n\n\nKey event sponsors\n\n\n\n \n\n\n\nAgenda\n\n\n\n5.30 - 5.45 Welcome and Introduction\n\n5.45 - 6.15 Keynote Presentation\n\n6.15 - 6.30 Interactive Q & A\n\n6.30 - 7.30 Networking/ Close\n\n\n\nHere are some images from our recent networking events\n\n\n\nRemember Members and Guests are welcome to attend.\n\n\,\n\n\n\n\n\n\n\n \n\n\n\n\n\nThis CBD business community is working for business\n\n\n\nThis Chamber of Commerce is actively involved in advocating for businesses\, providing access to training opportunities\, identifying collaboration opportunities and supporting businesses by providing access to information and local and government support.\n\n\n\nMembership Counts\n\n\n\nMembers and Non-Members can participate in our events and programs.\n\n\n\nA strong Chamber needs strong Membership.\n\n\n\nIf you are not yet a Member join online and start taking advantage of our Member Growth and Concierge services to grow your network & business even faster.\n\n \n\n \n \n \n \n\n Be even better connected\n\n \n Expanding business networks & thought leadership programs including monthly After 5 Networking\; coaching & networking through the CBD Women in Business Network\; creating business referral opportunities through the CBD Roundtable series and bringing businesses together through the annual CBD Expo\n Increasing the visibility of your business through inclusion on the Member Directory\n Log into the CBD Memberzone to connect with members\, make offers and research opportunities\n Access to market-leading business legal and HR services to support your business through the Business NSW Business Hotline\n \n\n Add to this:\n\n \n accredited Diploma training through aEX Institute at discounted rates*\, Contact nicola.curtin@aexinstitute.edu.au\n discounted health insurance through Westfund Health Insurance offering members a 5% discount + a 2 month waiting period waived on Extras cover\n discounted rates for BIDLOGIQ services. Please visit their webpage www.bidlogiq.ai to book a demo and/or connect with mike.pascale@bidlogiq.ai for any follow-up inquiries.\n \n\n * Subject to application & availability\n\n \n \n \n \n\n\n \n\n\n\n\n\nSee which business are already CBD Sydney Chamber Members \n\n \n\nOther Coming Events\n\n\n Tues 20 Oct After 5 Networking | Connections to Build On at The Criterion | 20 Oct - Oct 20\, 2026\n Tues 27 Oct - CBD Women in Business Network| Talking about things that matter - over lunch | 27 Oct - Oct 27\, 2026\n Tues 10 Nov - CBD Sydney Chamber Roundtable Group | 10 Nov - Nov 10\, 2026\n\n\nEvent Calendar\n\n\n\n\nSponsor Members\n\naEX Institute | ANZ Business Banking | Bank of Sydney | BIDLOGIQ | Corporality Global | De Lorenzo Haircare | Forvis Mazars\, Sydney | Juris Techne | Realise Business | Resly \n\n\n\nCorporate Members\n\nCastlereagh Boutique Hotel | The Langham Sydney | Optus Enterprise & Business | Volt Edge Sydney X-ALT-DESC;FMTTYPE=text/html:
\n
\n

\nWelcome to Small Business Month: Seeing Through Your Customer'\;s Eyes
\n
\nCustomer service is more important than ever as a way to keep and win customers.
\n
\nSome staggering facts emerge from Australian customer research undertaken by hello22.ai:\n
    \n
  • consumers spent more than 123 million hours on hold in 2024-2025
    • \n
  • 79% say they'\;ll take their business elsewhere after a poor /slow service experience
    • \n
  • 82% expect phone support to respond in under 2 to 3 minutes
    • \n
  • In small business: AI adoption is real - but uneven
    • \n
\nThis session is designed to highlight innovative ways for small businesses to enhance their service offerings and think beyond traditional frameworks.
\n
\nSeeing Through Your Customers"\; Eyes \;
\n
\nThis session presents an opportunity to explore how culture\, context and lived experience shape service needs - and how small\, well-placed interventions can improve outcomes.
\n
\nThe evening will include a facilitated panel discussion around:\n\n
    \n
  • Customer Context &mdash\; understanding who your customers are.
    • \n
  • Service Trajectories &mdash\; understanding their experience over time.
    • \n
  • Customer Needs &mdash\; recognising the help\, service\, support or care required.
    • \n
  • Critical Moments &mdash\; identifying where small interventions matter most.
    • \n
  • Practical Innovation &mdash\; improving services without major investment.
    • \n
  • Insight Activation &mdash\; turning customer understanding into action.
    • \n
\n\n
 \;
\n\n
The key theme that will emerge is that \;better customer insight is not necessarily about collecting more data. It is about understanding the customer more deeply and knowing precisely when\, where and how to act.
\n
\nDr Moira Scerri\n\n

 \;

\n\n

Dr Moira Scerri is a Senior Lecturer at UTS Business School\, specialising in service innovation and complex sociotechnical systems. Her research explores how culture\, context and lived experience shape customer needs. Drawing on extensive industry experience\, she helps businesses translate customer insights into practical improvements that strengthen services and outcomes.
\n
\nAndrew Wilson who has recently joined the \;Global Council for Responsible AI as a Responsible AI Advisor.

\n
\n
\n
\n \; \; \; \; \; \; \; \; \; \; \; \;
\n
\n
\nKey event sponsors
\n
\n \; \; \; \; \; \; \; \;
\n
\nAgenda
\n
\n5.30 - 5.45 \; \; \;Welcome and Introduction
\n5.45 - 6.15 \;  \; Keynote Presentation
\n6.15 - 6.30 \; \; \; \;Interactive Q &\; A
\n6.30 - 7.30 \;  \; Networking/ Close
\n
\nHere are some images from our recent networking events
\n
\nRemember Members and Guests are welcome to attend.
\n\,
\n
\n\n\n

\n \;
\n
\n\n
\n
\n
\n
This CBD business community is working for business
\n
\nThis \;Chamber of Commerce is actively involved in advocating for businesses\, providing access to training opportunities\, identifying collaboration opportunities \;and supporting businesses by providing access to information and local and government support.
\n
\nMembership Counts
\n
\nMembers and Non-Members \;can participate in our events and programs.
\n
\nA strong Chamber needs strong Membership.
\n
\nIf you are not yet a Member join online and start taking advantage of our Member Growth and Concierge services to grow your network &\; business even faster.
\n \;\n\n \n \n \n \n \n
\n

\n Be even better connected
\n\n
    \n
  • Expanding business networks &\; thought leadership programs including monthly After 5 Networking\; coaching &\; networking through the CBD Women in Business Network\; creating business referral opportunities through the CBD Roundtable series and bringing businesses together through the annual CBD Expo
    • \n
  • Increasing the visibility of your business through inclusion on the \;Member Directory
    • \n
  • Log into the CBD Memberzone to connect with \;members\, make offers and research opportunities
    • \n
  • Access to market-leading business legal and HR services to support your business through the Business NSW Business Hotline
    • \n
\n\n

Add to this:

\n\n \n\n

* Subject to application &\; availability

\n\n
 \;
\n
\n\n
 \;
\n
\n
\n
\n
\n\n
See which business are already \;CBD Sydney Chamber Members \; \; \; \; \; \;
\n \;
\n\n

Other Coming Events

\n\n\n\n
Event Calendar
\n
\n\n

\nSponsor Members
\naEX Institute | ANZ Business Banking \;| \;Bank of Sydney \;| \;BIDLOGIQ | Corporality Global \;|  \;De Lorenzo Haircare \;| \;Forvis Mazars\, Sydney \;|  \;Juris Techne \; \;| \;Realise Business \; \;| \;Resly \;
\n
\nCorporate Members
\nCastlereagh Boutique Hotel \;| \;The Langham Sydney | Optus Enterprise &\; Business | Volt Edge Sydney
\n \;
\n
\n LOCATION:Dr Chau Chak Wing Building The Oval Room UTS Business School (Building 8) Level 2\, 14-28 Ultimo Road\, Haymarket UID:e.2865.1499 SEQUENCE:3 DTSTAMP:20261006T090532Z URL:https://business.cbdsydneychamber.com.au/events/details/small-business-month-26-seeing-through-your-customer-s-eyes-29-oct-1499 END:VEVENT END:VCALENDAR