Managing IT upgrades can feel like juggling dozens of moving parts. For one aged care provider network, this challenge was all too real. With multiple disjointed IT initiatives — from hardware procurement to software integration and data analytics — they found it difficult to prioritise, plan, and visualise how these initiatives fit together. So, how…
Did you know that before Google became Google, it was called Backrub? And before Amazon became Amazon, it was called Cadabra. It’s so weird to think that two of today’s most epic brands could be anything other than the names we know so well. Well, in the tradition of epic name changes and brands, we’ve…
How Can Australian Companies Improve Customer Experience (CX) In the rapidly evolving business landscape, enhancing Customer Experience (CX) has become a paramount objective for Australian companies. As competition intensifies and consumer expectations soar, businesses must adopt innovative and effective strategies to stay ahead. This blog post delves into actionable insights and strategies that Australian companies…
Navigating Success: The Power of CX Maturity Matrix Baseline In the dynamic world of business, customer experience (CX) reigns supreme. Organisations that prioritise CX consistently outperform their peers. But how do you measure and elevate CX effectively? Enter the CX maturity matrix—a strategic compass that guides organisations toward excellence. What Is a CX Maturity Matrix?…
Celebrating a Decade of Excellence with Customer Science Group. 10 Years of Transforming CX Services in Australia. A decade ago, we embarked on a journey to understand why Australia’s services were not world-leading and were often expensive to deliver, despite our abundant talent. We asked ourselves a critical question: Could we help organisations bridge the…
Does anyone else use customer journey mapping to inform IT system requirements? Join our in-house CX Service Design expert Eric Lutley as he delves into this very question. I find this really useful, and I’m wondering how common the practice is. And in case you’re interested, here’s a quick case study: A client hired us…
Are you still processing documents manually? Enter UiPath Document Understanding. Organisations are increasingly seeking innovative ways to automate tasks – particularly when dealing with paperwork. UiPath Document Understanding stands out in the Intelligent Automation toolkit, leveraging AI and ML to extract valuable insights from almost any document. It can process structured documents – such as forms, licenses and passports where…
Sydney, 24 June 2024 – ProHance, a new-age workplace analytics and operations enablement platform, has announced that it has partnered with Sydney-headquartered customer experience and digital transformation company, Customer Science Group, to offer ProHance’s award-winning solutions for its rapidly growing customer base across Australia and New Zealand. ProHance’s technology platform enables organisations to gain actionable…
Streamlining Your Customer Experience: Outsourcing feels overwhelming. In today’s fast-paced business environment, customer service is the heartbeat of any successful enterprise. However, managing an in-house contact centre can be a complex and resource-intensive endeavour. That’s where our specialised outsourcing services come into play, offering a tailored solution to elevate your customer support model without the…
Privacy by Design for our Digital Age As Privacy Awareness Week 2024 builds momentum, led by, key organisations like the Office of the Australian Information Commissioner and Information and Privacy Commission NSW, we’re reminded of the pivotal role technology plays in helping us preserve and manage privacy. This year’s theme, “Power Up Your Privacy,” encourages…
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