All Insights
806 articles on customer experience, AI readiness and service automation.
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Customer Science Group acquire Value Management Consulting to unite services
Customer Science Group acquire Value Management Consulting and unite services. Customer Science Group and Value Management Consulting (VMC) are pleased to…
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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…