“Understanding Your Customers: the true power of Feedback and Complaints in Aged Care” In the current changing world of aged care service delivery, knowing your customers inside out is crucial for success. The Aged Care Royal Commission highlighted the real need for providers to focus and transform their organisations around their customers. One key aspect…
Reflecting on the insights shared at last month’s Customer Experience (CX) Show in Melbourne and in anticipation of the upcoming show in Sydney this August – The Customer Show | Australia’s Largest CX Expo, it’s clear that while process automation has become a pivotal aspect of modern business operations – particularly in the back-office, there is…
The 2023 CX Showcase provided an opportunity for organisations recognised in the Australian Service Excellence Awards program to share their stories about creating exceptional customer experiences. In judging these awards annually, we encounter exceptional insights – the best of the best. While this knowledge historically tends to be lost, the CX Showcase event aims to…
Contact Centre Analytics: Build versus Buy What is best for your contact centre? As Client Manager at Customer Science Group, I talk to a lot of customers that want to do more with contact centre analytics and move beyond the native capabilities of a cloud contact centre solution. Data driven insights, that drive business decisions,…
Protecting Your Privacy with ABBYY FlexiCapture: Automated Redaction Made Easy. In today’s fast-paced business world, there is a growing need for companies to automate their data processing and document management workflows. One of the most effective solutions for achieving this is. Why ABBYY FlexiCapture? ABBYY FlexiCapture is a powerful IDP tool that allows companies to…
What is a Privacy Impact Assessment? In this article, our inhouse privacy expert Darius Vitlin breaks down what is a privacy impact assessment (PIA) and how to read and understand one. The purpose of a privacy impact assessment (PIA) is to be a clear and independent review of the privacy aspects of any new or…
Looking to boost capacity in your business while improving your staff and customer experience? Microsoft’s Power Automate could be the answer. Almost overnight, AI has ascended into the mainstream, dominating the tech conversation, and forcing entire industries (venture capital, finance, media, consumer tech, etc.) to quickly adapt for fear of being left behind. Organisations are…
Making the Case for Process Automation – how to estimate effort and ROI. One of the keys to making a successful process automation decision is to have a solid business case that can estimate the return on investment (ROI) and assess the effort involved in building the automation. The outcomes sought when automating your business…
RPA: The Secret Weapon for Customer Experience Excellence Robotic Process Automation (RPA) is a software technology that can automate repetitive and manual tasks across various business functions. From this blog you will gain clarity in the following areas: Why RPA matters and what it means for you: RPA can help businesses improve efficiency, productivity and…
4 Benefits to Automating Processes in the Services Industry. Spanning a wide range of businesses including finance, accounting, human resources, legal, and customer service, the services industry has undergone significant changes over the years due to technological advancements, and one of the most significant changes is the adoption of automation. Robotic process automation (RPA) uses…
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