Yesterday we hosted a workshop on the topic of Navigating Change as a Leader with some of our valued government and corporate clients and network. We had insightful conversation and experience sharing around the table about the various changes our guests are going through. Some key theme’s emerged: Change is not something that just happens…
Shortly after the election, Scott Morrison announced the launch of Service Australia, a new front end for government services, based on the hugely successful Service NSW model. Customer Science was born out of Service NSW so we are following developments with interest. As well as being part of the success, we also witnessed all the…
So, what’s on trend right now? There is a new measure in town, ROX – Return on Experience. It is a hybrid metric that captures the ROI of the existing measurements of CX Customer Experience and Employ Experience, (EX). It is now finding its way to board tables and government. It may be new in…
There is no doubt that accurate and rapid resolution of customer requests is key to the delivery of excellent, cost-effective customer experience. Whilst that excellent, cost-effective customer experience is quite obviously a great outcome for customers, it typically also results in more fulfilled employees, better delivered business objectives and great reputational benefits. Speed-to-competency is often…
We thought you would be interested in the learnings from our recently hosted CX Listening Workshop with some of our valued clients. We explored ways of harnessing the voice of the customer solutions: framework to examine customer insight opportunities practical tools to self-assess “customer insight maturity” case studies and lessons learnt in co-designing for customer…
Anyone who was working in the early 1980s will tell you how different office environments were then compared with today. For starters, it was pretty usual for ‘bosses’ back then to have some sort of physical office, albeit in which ‘subordinates’ sat waiting for instructions as they watched the ash fall off their manager’s cigarette…
Conventional wisdom in call centre services has sent many services down the rathole of poor performance or inefficiency. Here are a few of my favourites: 1. High Service Level = Good Service. When we graph customer satisfaction against wait time for individual customers we find each community has a different peak wait time that generates the…
Customer Experience
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