We are delighted to announce that Customer Science and Doll Martin Associates are under common ownership. This adds a 30-year proven track record of data consulting, information, strategy and policy development to your Customer Science services. Doll Martin specialise in DATA consulting services and Customer Science specialise in CUSTOMER consulting services. This unique combination in a tier two consulting firm provides you…
Forester recently published their Future of Work report for 2019. Foresters’ research paints a vision of exciting times ahead for us with new job types, more interesting and human work and enabling more flexible working models. Of particular interest is call centre automation that includes augmentation of bots, robotic process automation (RPA), predictive analytics and…
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…
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…
The Internet of Things Practice launched at Customer Science today! We welcome Michael Humbert who leads the IoT team. He has just returned from Europe where he spent the last few years implementing succesful IoT solutions and new business models that transformed customer experience. Helping sectors such as retail, healthcare, utilities, customer service, government and many more.…
We are excited to announce the launch of a Technology Consulting practice at Customer Science which is lead by the very experienced James O’Donnell. James has vast experience when it comes to business technology needs with over 25 years experience ranging from negotiating and managing outsourcing contracts across Australia, Europe and North America, business transformation…
The Customer Service Institute of Australia (CSIA) has just announced their select panel of Certified Practitioners and we couldn’t be happier to be on the panel! We are on hand to support companies in achieving their vision for best-practice customer experience and thrilled to be recognised as a trusted partner for CSIA. Stay tuned for…
We are excited to announce the addition of Colin Smith to our team and the launch of our Digital practice at Customer Science. Colin brings a wealth of knowledge and expertise across digital, emerging tech and customer experience spanning Europe, Asia and Australia. He has run digital startups, transformed the online presence of SMEs and…
Customer Experience
Digital
People and Business
Technology
