Award-winning CX Leader Tina Morrell shares valuable insights from a career spanning brands such as The NRMA, CBA, NBN and Qantas. What has changed, and what’s remained the same in the CX world, over the last few years? What’s remained the same for as long as I can remember is talking about customers. How we….
A fresh data-set collected by Swinburne University reveals how consumers feel about the state of customer experience in Australia, and the trends shaping CX success in 2025. The report quantifies the impact of poor service experiences, how consumers perceive service quality, and AI-powered chatbots. Further, by examining customer service excellence in 14 different industries, the….
Ash Frenken is the dynamic Managing Director of Citro, a rapidly growing financial services startup backed by AMP. Under the motto, “get the most our of your second act”, Citro serves a 50+ demographic and has a unique spin on customer acquisition and experience. Read more in this insightful interview! Can you share what the….
Sit back and enjoy the insights, with this inspiring collection of interviews with 7 of Australia’s most exceptional CX and Digital Leaders. Topics covered include AI, customer service, and outsourcing. You’ll find powerful learnings and practical tips, sprinkled with humorous anecdotes from the following leading brands: Russell Investments (Sophie Imbert), Airtasker (Cindy Dent), Are Media (Karen….
James Boyden is Head of CX, Australia/NZ at De’Longhi Group, one of the world’s leading players in the household appliance sector and best known for its coffee machines! Read our exclusive interview with James. De’Longhi is a brand known for quality appliances. Is quality customer experience equally part of De’Longhi’s brand essence? De’Longhi is a….
Originally from Mauritius, and now a CX trailblazer in Australia, Sophie Imbert takes us inside the customer experience function at Russell Investments, in the highly competitive superannuation industry. Tell us about Russell Investments and where CX sits in the organisation. Russell Investments is a leading global investment solutions provider with over A$445 billion in assets….
Cindy Dent is Director of Customer Experience at one of Australia’s favourite brands – Airtasker. In this exclusive interview with Matchboard, she talks CX, customer communication, KPIs and, of course, AI. She also shares her most unusual Airtasker use case! Airtasker is a brand loved by millions. How do you ensure the customer experience is….
Michael Dominish is Australia’s Head of Customer Experience at one of the world’s most recognised brands: McDonald’s. In this exclusive interview, Michael provides insight into how McDonald’s is leading the way with its adoption of a multi-channel, customer-centric approach to service, leveraging the expertise of its global network and collaboration with local franchisees. What are….
It’s been a tumultuous few years for TAFEs and universities, with the impacts of the pandemic on enrolments, as well as the shift to remote learning, still being felt. On top of that is the competitive threat of online open learning platforms providing micro-credentials as well as full-fledged qualifications. In this white paper*, designed for….
Note: the below interview was conducted in 2023 and Jeremy Larkins has since moved to a new role. Please visit LinkedIn for up-to-date information. In this exclusive interview with Matchboard, Jeremy Larkins, Executive Director of the Customer Service Industry Association (CSIA), shares customer service best practices and trends in the Australian market. Can you share….
Fresh data collected by Swinburne University reveals how consumers feel about the state of customer experience in Australia. The report provides a comprehensive overview of what’s changed in consumer perceptions and preferences, and key factors driving customer service excellence in 2024. These findings will be of interest to customer experience, contact centre and field operations….
It’s not every day you come across an Aussie running a global CX function for a Fortune Global 500 company. Based in Sydney, Sam Youssif is Global Head of Customer Journey Digitisation at Schneider Electric (SE), and here he shares how he does it. What is it like being based in Australia running the global….
Telcos and utilities make up some of the most valuable brands in Australia. Yet not many telcos are able to deliver a customer experience that makes them shine. Surveys by the Australian Communications and Media Authority (ACMA) reveal that while a vast majority of Australians are mostly satisfied with the reliability of telco services, 29% of….
The banking and financial services landscape is ever-evolving. Despite the Covid-19 pandemic causing reduced operational efficiency and profitability in 2020 and 2021, the industry has proved its resilience with its innovation and adaptiveness. However, customer needs and behaviours are constantly changing, with a steep increase in digital adoption and a surge in demand for hyper-personalisation…..
In this white paper*, you’ll discover through an expert lens all the basics you need to know about Customer Journey Mapping. We cover: • What is a Customer Journey Map and what are the benefits? • What are the pitfalls? • Use of personas • When to use a Journey Map • The process to….
