All Insights
805 articles on customer experience, AI readiness and service automation.
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Contact centres under growing pressure amid ongoing COVID-19 crisis
Heightened customer demand and a need for staff to work from home are causing big headaches for contact centres around the country. Airlines, banks and…
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How companies can use emerging CX technologies to improve customer retention
With the global economy tightening and domestic business conditions deteriorating, Aussie companies are hunting for ways to retain and grow their customer…
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Enabling successful working from home
Due to the rapid evolution of the COVID-19 pandemic world-wide, organisations were given merely weeks to prepare for this new normal, which would see many…
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Customer Science establishes Rapid Response Care to help companies prepare for the impact of Coronavirus
As the global Coronavirus (COVID-19) pandemic continues to evolve, many of us have already experienced some impacts to our daily lives. With advice…
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NSW State Government leading the way with digital transformation
NSW continues to lead the way in digital transformation around Australia according to Intermedium's Digital Government Readiness Indicator Report 2020
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The way customers use channels is changing
Here at Customer Science, we're seeing lots of demand for channel strategy right now. Key elements of this are the channels that customers currently use…
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Acquisition Announcement
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…
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Digital transformation and luxury bathrooms, what NSW Government’s ‘Beyond Digital’ strategy and The Block have in common…
From $5,000 taps to $8,000 baths and $9,000 tiles, bathrooms in The Block get more extravagant every season. Up to 1/3 of the entire reno budget is being…
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Customer Thermometer - Simple yet effective
Client: “I don’t know how good or bad my customer’s satisfaction is as I’m finding it hard to get consistent responses to surveys because the survey…
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What is a Digital Experience Platform - and do you need one?
Digital Experience Platforms (DXPs) are the latest buzzword in digital transformation. This article from Squiz gives a handy guide to the differences…
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Contact (Call) Centre Automation Impacting the Future of Work
Forester recently published their Future of Work report for 2019. Foresters' research paints a vision of exciting times ahead for us with new job types…
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Premortems: A great way to get on top of genuine risks upfront
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…
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Event Recap: Where to start with Digital Transformation
Earlier this week we welcomed a number of our clients at a workshop focusing on digital transformation. First up, digital transformation does not mean…
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Spotlight: CX Technology
Recently, we have seen organisations shifting their focus from standalone technology implementations to adopting customer experience technology solutions…
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Staff Engagement - Why Should You Care?
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…
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Upcoming Event: Where to start with digital transformation
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…
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In praise of the humble 1-on-1
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…
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Customer Experience Transformation – journey or a goal?
Often, we see businesses and leaders thriving to deliver great Customer Experience (CX). Over the last few years, many businesses have made significant…
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Event Recap: Navigating Change as a Leader
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…
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'Service Australia' is coming...
Shortly after the election, Scott Morrison announced the launch of Service Australia, a new front end for government services, based on the hugely…
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CX Market Update: May 2019
There is a new measure in town, ROX - Return on Experience. It is a hybrid metric that captures the ROI of the existing measurements of CX Customer…
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Customer Experience Transformation: Can Speed-to-Competency Benefit from Automation?
There is no doubt that accurate and rapid resolution of customer requests is key to the delivery of excellent, cost-effective customer experience. Whilst…
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Customer listening is critical for successful customer experience transformation
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…
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Ignore Your Introverts At The Risk Of Your Customer Experience
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…