In a recent meeting of minds, Customer Science and Matchboard were joined by customer experience leaders from Avant Mutual, Rawson Group, and the NSW Department of Customer Service to breakdown their experiences in reinventing Customer Experience. The case studies each reiterated the essentials for a successful, and permanent CX transformation while also providing a unique…
The stats around failure of digital projects are well known, anywhere between 50-90% fail completely, or fall short of their expected benefits. There are many reasons why this might happen, but we believe the majority come down to a lack of end to end thinking and capability. With this in mind, here are our 7…
Earlier this week we hosted a networking event for our Partners, really just an excuse to reconnect over a drink! After almost a year relegated to online meetings it was a great feeling to ‘emerge’ from restrictions to be able to host such an event and reconnect. There were partners from almost 20 organisations in…
As COVID hit in 2020, we expected to see huge investment in customer-facing digital projects. We know from Forrester that customer service digital interactions were projected to increase by 40% so we were expecting to see big digital investment but tangible results have been few and far between. Rather than focusing on digital improvements, many organisations…
Wondering where to focus your CX efforts this year? What are other companies doing? Read on for an insight into where to focus your efforts this year and reap the rewards. Making your customer service metrics public When you are shopping online do you first check out their ratings and reviews? You’re unlikely to buy…
Customer Science was fortunate to take a seat at the Great Place to Work Conference in Sydney a few weeks ago. For those not yet acquainted with Great Place to Work, it is a global workplace research and consulting firm founded in 1981, and headed up in Australia by Managing Director Zrinka Lovrencic. Core to its philosophy…
A little bit about me, I am from the UK and arrived on Aussie shores permanently in March 2020, 14 hours before the travel lockdowns came in force!, I’m from the UK, where I was the EMEA leader for Services and Engineering at Automation Anywhere where I joined the team as employee No.4. Myself and…
Matthew has recently emigrated from Europe and brings with him a wealth of expertise from 15 years leading digital transformations with the use of intelligent automation. He’s saved previous clients and employers in excess of $1Billion and we can’t wait to see how he is going to help Australian businesses transform through technology. Matthew joins…
As Certified Practitioners with Customer Service Institute Australia (CSIA) we get the privilege each year to participate on the judging panel for the Australian Service Excellence Awards. We have 8 insights from our experience that we hope will help you have best in class service. There are 3 new ways of working and 5 proven…
Is your IT service feeling a little stretched lately? With a reasonable percentage of the workforce now working from home for the foreseeable future, this has put pressure on many aspects of running a business. Your IT area has most likely been stretched over the last few months with the impact of remote working. The…
Customer Experience
Digital
People and Business
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