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…
Conventional wisdom in call centre services has sent many services down the rathole of poor performance or inefficiency. Here are a few of my favourite call centre issues: 1. High Service Level = Good Service. When we graph customer satisfaction against wait time for individual customers we find each community has a different peak wait time…
We had a great turnout for our recent event with attendees from Amazon, IBM Watson, NBN and AMP to name a few. It was an interactive session, where experts from industry and digital agencies discussed when they thought the most over-hyped trends will actually reach productivity. Having established that most digital disruptions were at least…
‘Of some 86,000 blockchain projects that were started, only 8% are still active. 92% were just an experiment, a Proof of Concept, ‘blockchain tourism’’** Many emerging technologies are reaching peak hype (bitcoin, anyone?). Companies are spinning up vanity projects in the name of innovation, and consultancies are complicit in the madness. In this environment, digital…
We are excited to let you all know about the launch of our Customer Experience Network & Learn series. These events are to inspire and support our valued community who are striving for better customer experiences across Australia. The events have a balanced ‘ted talk’ event style designed with three speakers, covering: insights from the…
The Internet of Things Practice launched at Customer Science today! We welcome Michael Humbert who leads the IoT team. He has just returned from Europe where he spent the last few years implementing succesful IoT solutions and new business models that transformed customer experience. Helping sectors such as retail, healthcare, utilities, customer service, government and many more.…
By Colin Smith 2017 saw a flood of reports [1] on the impact of robotics, automation and Artificial Intelligence (AI) on jobs. Forecasts agree that almost 50% of today’s jobs could disappear in the next 20 years[2]. Automation has traditionally had the greatest impact on low skilled jobs, and in many industries, this is set…
The Sydney Chapter of Neurons.AI kicked off last week with our first meet up at Harts Pub in the Rocks with a great bunch of open minded and intellectual people attending. We’d like to thank our first guest speaker Tristan Sasse, who showcased how AI has helped map and timeline damaging levels of carbon in…
We are excited to announce the launch of a Technology Consulting practice at Customer Science which is lead by the very experienced James O’Donnell. James has vast experience when it comes to business technology needs with over 25 years experience ranging from negotiating and managing outsourcing contracts across Australia, Europe and North America, business transformation…
Customer Science’s MD of Digital, Colin Smith, is featured in Piccadilly Labs latest thought leadership on chatbots.
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