All Insights
805 articles on customer experience, AI readiness and service automation.
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Customers and Robots - How RPA is changing Customer Experience
Despite their relative youth (in Australia), robots have found confident footing in many business processes. There is an undeniable rush to automate as…
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What are the key considerations when implementing Digital Workforce?
It is no secret that here in Australia and New Zealand we are a little bit behind the likes of USA and Europe in terms of digital strategy and automation.…
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Event Recap: Reinventing CX - 3 Industries, 3 Approaches
In a recent meeting of minds, Customer Science and Matchboard were joined by customer experience leaders from Avant Mutual, Rawson Group, and the NSW…
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Mind the Gap - 7 watch-outs to avoid becoming another digital project failure statistic
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…
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Reconnecting with our valued Partner network
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…
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Benefits of RPA: Strategic Plan or Quick Wins?
I got asked an interesting question by a client this week that I have not been asked for many years, the question was simply this: "Should I implement…
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Panel Event Recap: Strategically Integrating Finance Analytics to Optimise ROI, Glean Actionable Insights and Add Value
I participated in a panel event today hosted by the Public Sector Network (PSN) focused on Financial Analytics. As you probably know, panel events flow…
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Digital trends in CX for 2022: Where to focus your investment
As COVID hit in 2020, we expected to see huge investment in customer-facing digital projects. We know from Forrester that customer service digital…
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Top CX Trends for 2022
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…
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Great Place to Work
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…
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Team Member Spotlight: Matthew's experience and first impressions of the Australian market
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…
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How to leverage RPA as part of your digital transformation
According to the recent Harvey Nash/ KPMG CIO Survey 2020 , almost half of all respondents have said that digital transformation has permanently…
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Welcome Matthew Green
Matthew has recently emigrated from Europe and brings with him a wealth of expertise from 15 years leading digital transformations with the use of…
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Who is managing your digital workforce?
At least COVID 19 has given many of us, either desired or enforced, the opportunity to reflect a little more. Perhaps it is the saved commute time or a…
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Australian Best Customer Experience Improvements that WIN awards
As Certified Practitioners with Customer Service Institute Australia (CSIA) we get the privilege each year to participate on the judging panel for the…
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Introducing Virtual CIO
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…
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Taking your customer service to the next level
You have probably heard the catch cry “customer service is critical to your business!”. It is a theme that has been around forever and is such a…
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Is SMALL the new beautiful for digital transformation?
Recently McKinsey claimed that 70% of companies expect to accelerate their digital transformation. Certainly, we know some organisations are fortunate…
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Did you miss our Panel Discussion: The impact of COVID-19 on digital transformation
We hosted our webinar on the impact COVID-19 has had on digital transformation last week with an excellent turn-out. Key themes that were consistent from…
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CX Executive Webinar Series: The impact of COVID-19 on digital transformation
As COVID-19 restrictions begin to ease, organisations are assessing the impact on their digital transformation plans. Some are drastically scaling back…
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3 steps to prepare your services for the Covid-19 recovery & possible 2nd wave
As we reflect on the challenges of the Covid-19 lockdown we can take a lesson from those companies that faired the best to prepare for recovery and a…
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Trust is a key challenge with working from home (WFH) contact centres
With trust becoming a more visible issue during WFH for our clients, we thought it worthwhile to explore how trust has impacted contact centres and how…
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Congratulations to NSW Trustee & Guardian for winning international recognition for its customer excellence program
Nothing makes us more proud than when our clients are recognised for their hard work on improving customer experience and service standards. NSW Trustee &…
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Can Robotic Process Automation help you deliver better customer service experiences?
In this whitepaper from Forrester, Robotic Process Automation (RPA) is shown to improve the customer experience, and there is a clear path to doing so.…