Coming into effect soon: NSW Mandatory Notification Scheme. Table of contents Introduction The Importance of Data Breach Notification in NSW Key Elements of the NSW Mandatory Notification Scheme Identifying and Responding to Eligible Data Breaches The Impact and Consequences of Not Reporting Eligible Data Breaches What do you need to know to mitigate your risk?…
The Customer Show has commissioned and important report, entitled The CX Buyers Insights Report, that shows insights of what is most important to C-Level to Team level. You can download the buyers insights report here. Key Findings While there is a lot to cover in the report the key findings were: 72% of people say Data matter:…
Assessing your Cybersecurity – 11 steps to futureproof your readiness. Cybersecurity has become a top priority for businesses of all sizes, as the number of attacks continues to increase. It’s essential to have proper controls and monitoring in place to identify any attempted breaches. However, this can be a daunting task, especially for large and…
There is a saying “the customer is always right” so how does this play out in the health sector when the customer is also the patient? Let’s take a look. The increasing use of Electronic Health Records (EHR) and software in labs, pharmacies, and other healthcare settings, as well as the growth in data sourced…
Despite their relative youth (in Australia), robots have found confident footing in many business processes. There is an undeniable rush to automate as many workflows and processes as possible in order to reap the benefits of Robotic Process Automation (RPA), and that’s for good reason. RPA can provide businesses with a long list of benefits…
I participated in a panel event today hosted by the Public Sector Network (PSN) focused on Financial Analytics. As you probably know, panel events flow fast (by design!) and as panellists we don’t always get a chance to give a detailed answer, I thought it might be beneficial to share my perspective on the queries…
In this whitepaper from Forrester, Robotic Process Automation (RPA) is shown to improve the customer experience, and there is a clear path to doing so. When any technology or tool is used correctly, that is, operationalised well, it can produce significant improvements to how customer service agents deliver service. What we have seen is robotic…
Here at Customer Science, we’re seeing lots of demand for channel strategy right now. Key elements of this are the channels that customers currently use, and the ones we want them to use in the future. One of the big questions to answer though this is ‘where will the change come from?‘ To demonstrate this, we’re…
Client: “I don’t know how good or bad my customer’s satisfaction is as I’m finding it hard to get consistent responses to surveys because the survey experience is crappy/too long/too impersonal/too robotic.” Sound familiar? We have recently started implementing a tool for a client called Customer Thermometer for one of their IT helpdesks and it…
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…
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