Super Fund Customer Service: From Churn to Lifelong Member Value
How Australian super funds can reduce avoidable churn, improve life-stage service and protect member outcomes through evidence-led customer experience.
AI Value Creation: Five Tests for Customer Service Leaders
Five practical tests to move AI from experimentation into trustworthy, measurable customer and operational value.
Customer Experience Trends in Australia in 2026 (June Update)
A researched June 2026 summary of the hottest customer experience trends in the Australian market, with practical planning moves for service, CX, AI, contact centre, data and communications leaders.
CX in the US: One Australian’s Mission to be Part of Raise the Bar on Service Excellence
What happens when an Australian CX obsessive lands in America and realises the world’s biggest services market is crying out for what we already know how to do? Todd Gorsuch, CEO of Customer Science Group, on the US CX crisis — and what genuine service excellence looks like at scale.
US Service Challenges in the Noise of AI
Todd Gorsuch reflects on heading to the US, the AI noise around service, and the practical CX, data, knowledge, automation and operating-model work that can help American service organisations improve now.
AI Data Privacy Compliance in Australia
AI data privacy compliance in Australia means proving that AI systems collect, use, disclose, secure, and retain personal information lawfully under the Privacy Act 1988¹ and the Australian Privacy Principles². For enterprise leaders, the practical test is simple. Know what data enters each AI workflow, why it is needed, who can access it, how outputs…
Optimising Microsoft 365: You’re Paying for It, Are You Using It?
A Microsoft 365 optimisation program improves ROI by aligning licences, security, and user adoption to real work patterns. Most organisations pay for advanced capability but only use a fraction, leaving “shelfware” spend, inconsistent governance, and avoidable risk. A structured approach combines usage analytics, licence right-sizing, configuration hardening, and targeted enablement to lift productivity, reduce wastage,…
Outsourcing Success: How to Scale Support Without Losing Your Soul
Outsourcing can scale customer support quickly, but only succeeds when the outsourcer operates as an extension of your brand, not a low-cost substitute. The winning pattern is simple: define the service promise, hard-wire governance, train to intent not scripts, and measure outcomes customers feel. Done well, you gain capacity, resilience, and consistency without losing your…
The Future of Outsourcing: Gig-CX and AI-Augmented Agents
Outsourcing is shifting from large, fixed teams to flexible Gig-CX pools supported by AI-augmented agents. The winning model blends elastic labour, real-time guidance, and strong governance so service remains compliant, secure, and on-brand. Leaders who treat AI as a quality system, not a cost lever, can improve responsiveness and resilience while reducing risk across vendors…
Bringing It Back: The Guide to Repatriating Customer Service
Customer service repatriation works when you treat it as a controlled operating model change, not a vendor exit. The winning pattern is simple: lock the target experience, rebuild capability in waves, harden data and identity controls, and measure stability before you scale. Done well, bringing a call centre in house improves quality, compliance control, and…