Employee Experience is the Key to Success in Aged Care. Unlocking the full potential of your aged care service centres on recognising that a satisfied and engaged workforce is an essential ingredient for customer satisfaction. In this article, Christine shares how prioritising employee experience cultivates a positive work environment, leading to improved care quality and…
Want to kick off an automation program but don’t know where to start? Introducing the art of Process Discovery To build a sustainable Intelligent Automation program, you need to have a strong pipeline of opportunities. The typical, bottom-up ‘crowd-sourced’ approach is a great place to start, as just about everyone in the business is likely…
Victoria Acts: Covid Data Revoked. As we transition into a post-pandemic world, businesses are faced with new challenges and responsibilities. One such challenge is the recent recall of workplace regulations in Victoria. In this article, our in-house privacy expert Darius Vitlin highlights 3 key takeaways and what to consider right now as these regulations come…
Harnessing the Power in Customer Interactions: The Key to Business Success. Creating exceptional customer experiences is the ‘gold’ all care providers aspire to. And particularly important in today’s competitive landscape, where convenience and efficiency are essential for business success. This article explores 3 key areas that drive the profound impact of seamless customer interactions on an organisation’s…
“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…
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