This year, as with every one of the last eight of that twenty, the chance to be part of our conference, catch up with old friends and meet new ones, is one of the highlights of the work year. Added to the warm welcome you always know you’ll enjoy on the Gold Coast, it’s a chance to share stories of projects completed, ideas put into practice, and open our minds to new viewpoints across the world of customer service. The theme of Driving Change to Embrace a Dynamic Future was surely a worthy aim for the event.