Every organisation wrestles with the tedium of reconciliation. How can automation help yours? Reconciliation is the process of comparing and matching the transactions recorded in two or more financial records to ensure they align. This typically involves reconciling documents such as bank statements, invoices, and credit card statements, against the corresponding internal records. The goal…
Customer experience (CX) in contact centres is a critical component of business success in Australia. With evolving customer expectations and technological advancements, contact centres must adapt to meet these demands. This guide explores strategies, solutions, and best practices to enhance customer experience in Australian contact centres. The Importance of Customer Experience in Contact Centres A…
Cracking the Code: Using Market Assessment and Building Viability for a Health Industry Product Launch. How comprehensive market insights fuelled a successful product launch in a competitive industry. The Challenge: Clarifying Market Positioning in a Crowded Health Sector A software development company was ready to launch a groundbreaking product in the health industry. They knew…
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…
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