A single point of contact to bring your CX vision to life with our integrated toolkit of capabilities, partners & market experience. You have an advisor & practical roadmap that is targeted to deliver measurable and sustainable benefits.
A single point of contact to bring your CX vision to life with our integrated toolkit of capabilities, partners & market experience. You have an advisor & practical roadmap that is targeted to deliver measurable and sustainable benefits.
A single point of contact to bring your CX vision to life with our integrated toolkit of capabilities, partners & market experience. You have an advisor & practical roadmap that is targeted to deliver measurable and sustainable benefits.
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.
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.
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 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…
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 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…
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…
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…
Maintaining quality control in outsourced operations requires a single, shared definition of “good”, tight controls over external delivery, and a closed-loop improvement system that links monitoring to coaching and process fixes. A strong outsourced QA framework aligns contracts, scorecards, calibration, and customer outcomes, while managing BPO quality risks like drift, data exposure, and inconsistent decisioning…
Choosing between FTE and transactional pricing comes down to who carries demand risk, how predictable your work is, and how tightly you can define “done”. FTE models buy capacity and control, but can hide productivity loss. Transactional models buy outputs and scale, but can create quality shortcuts unless controls and data are strong. Australian wage…
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