As the global Coronavirus (COVID-19) pandemic continues to evolve, many of us have already experienced some impacts to our daily lives. With advice changing on a frequent basis, it can be challenging for contact centres to plan for all potential scenarios in this unprecedented time. To help clients respond to this change in the way…
We are delighted to announce that Customer Science and Doll Martin Associates are under common ownership. This adds a 30-year proven track record of data consulting, information, strategy and policy development to your Customer Science services. Doll Martin specialise in DATA consulting services and Customer Science specialise in CUSTOMER consulting services. This unique combination in a tier two consulting firm provides you…
I came across a great article recently about ‘premortems’ which highlighted a great technique to start the project and think about genuine risks to the success of the project and put measures in place upfront to reduce the risks. Having run many projects, the real challenge is getting the project team to think about genuine…
Our CEO, Todd Gorsuch was recently invited to speak at LivePro’s Annual Forum on the importance of employee engagement. Did you know that Australia has one of the highest percentages of “not engaged” employees in the world? While employee engagement can often be overlooked, it can drive big changes to your bottom line when improvements are…
8:30-10:30AM 8 OCTOBER SYDNEY CBD The digital transformation market is forecasted to reach $1.97 trillion in 2022, but with all this activity and noise, how do you know where to start your own digital journey? This practical workshop will help you understand what digital transformation means to your organisation, identify where you are now and…
Ours is a world of new ideas and constantly changing jargon –TQM, ADKAR, GANT, Scrum, Agile, Kanban, Six Sigma, LEAN, DMAIC, VUCA, auto key hotbots…and that’s just for starters. As we adopt replacement upon replacement of concepts and approaches to solving business, customer and employee needs, one very simple practice remains as important as ever.…
Yesterday we hosted a workshop on the topic of Navigating Change as a Leader with some of our valued government and corporate clients and network. We had insightful conversation and experience sharing around the table about the various changes our guests are going through. Some key theme’s emerged: Change is not something that just happens…
Shortly after the election, Scott Morrison announced the launch of Service Australia, a new front end for government services, based on the hugely successful Service NSW model. Customer Science was born out of Service NSW so we are following developments with interest. As well as being part of the success, we also witnessed all the…
We thought you would be interested in the learnings from our recently hosted CX Listening Workshop with some of our valued clients. We explored ways of harnessing the voice of the customer solutions: framework to examine customer insight opportunities practical tools to self-assess “customer insight maturity” case studies and lessons learnt in co-designing for customer…
Anyone who was working in the early 1980s will tell you how different office environments were then compared with today. For starters, it was pretty usual for ‘bosses’ back then to have some sort of physical office, albeit in which ‘subordinates’ sat waiting for instructions as they watched the ash fall off their manager’s cigarette…
Customer Experience
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People and Business
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