All Insights
805 articles on customer experience, AI readiness and service automation.
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ISO 27001 Better Business in 2024
🔒 Exciting News! Customer Science Group Achieves ISO 27001 Certification 🔒 The importance of robust information security measures cannot be overstated.…
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The Crucial Role of CX in Healthcare
Navigating the Digital Frontier: The Crucial Role of Customer Experience in Healthcare In the ever-evolving landscape of Australian healthcare, the…
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Holiday Relief: Analytics ease pressure on Contact Centre agents during holiday season.
Holiday Relief: How analytics can help ease the pressure on Contact Centre agents during the holiday season. The holiday season is upon us. It’s a time of…
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How my CX internship shaped my career path
Join me as I recount my internship journey at Customer Science Group. In this blog, I share all about the experiences, skills, and insights I gained…
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Defining eligible data breaches: a critical component of the NSW mandatory notification scheme
Coming into effect soon: NSW Mandatory Notification Scheme. Table of contents Introduction The Importance of Data Breach Notification in NSW Key Elements…
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Introducing our Automation ROI calculator
Introducing our Automation ROI calculator - try it today! The objective of implementing automation is not to replace humans, but to ensure that people are…
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Top 3 Challenges Contact Centres Face
Navigating the Top 3 Challenges Contact Centres Face The Australian call centre industry plays a crucial role in delivering exceptional customer…
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The Power of Face-to-Face Interaction
The Power of Face-to-Face Interaction when Navigating a Softening Job Market Dear Job Seeker, If you’re currently seeking employment, this one is for you!…
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Employee Experience in Aged Care
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…
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Introducing the Art of Process Discovery
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…
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Victoria Acts: Covid Data Revoked
Victoria Acts: Covid Data Revoked. As we transition into a post-pandemic world, businesses are faced with new challenges and responsibilities. One such…
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Customer Interactions within Aged Care
Harnessing the Power in Customer Interactions: The Key to Business Success. Creating exceptional customer experiences is the ‘gold’ all care providers…
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Feedback and Complaints in Aged Care
"Understanding Your Customers: the true power of Feedback and Complaints in Aged Care" In the current changing world of aged care service delivery…
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Intelligent Process Automation - your CX Force Multiplier.
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…
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CX Showcase 2023 Highlights
The 2023 CX Showcase provided an opportunity for organisations recognised in the Australian Service Excellence Awards program to share their stories about…
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Contact Centre Analytics - Build vs Buy
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…
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Protecting Your Privacy - Automated Redaction Made Easy
Protecting Your Privacy with ABBYY FlexiCapture: Automated Redaction Made Easy. In today's fast-paced business world, there is a growing need for…
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What is a Privacy Impact Assessment?
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…
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BOOST YOUR BUSINESS AND CX WITH MICROSOFT POWER AUTOMATE
Almost overnight, AI has ascended into the mainstream, dominating the tech conversation, and forcing entire industries (venture capital, finance, media…
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Making the Case for Process Automation
Making the Case for Process Automation - how to estimate effort and ROI. One of the keys to making a successful process automation decision is to have a…
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RPA: The Secret Weapon for Customer Experience Excellence
Robotic Process Automation (RPA) is a software technology that can automate repetitive and manual tasks across various business functions. From this blog…
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Advantages of RPA in the Service Industry
Spanning a wide range of businesses including finance, accounting, human resources, legal, and customer service, the services industry has undergone…
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Robotic Process Automation (RPA) Vs Intelligent Automation – Choosing the right solution
Process automation enables organisations to optimise their customer experience at every touch point, increasing productivity and efficiency. Employing a…
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Customer Science Supports Reveal Group Staff and Clients after Liquidation
30th March, Sydney, Australia – Customer Science Group, leaders in delivering customer experience consulting across Australia and New Zealand have today…