Discover how “on-trend” your organisation’s customer service is in this 27-page complimentary report, based on a survey of more than 1200 CX and support leaders around the world. Across the spectrum of employees, customers and technology, five disruptive trends have emerged from the global pandemic. This report provides tips and solutions to address each of….
Note: the below interview was conducted in 2023 and Beth Parkin has since moved to a new role at Air Services Australia. Please visit LinkedIn for up-to-date information. Beth Parkin is Executive Director, Service Design and Delivery at Lifeline Australia, a national charity helping thousands of Australians every day experiencing a personal crisis. In this….
Throughout Covid, Matchboard has had the opportunity to interview 10 of Australia’s most forward-thinking, inspiring Customer Leaders. This collection of interviews is full of powerful learnings and tips which will inform you, challenge your thinking, and guide you in your journey towards a winning customer experience. Interviewees include Alex Huntley (Booktopia), Glen Robinson (Car Next….
Note: the below interview was conducted in 2023 and Sarah Thomas has since moved to a new role. Please visit LinkedIn for up-to-date information. Sarah Thomas ran customer experience at MILKRUN, prior to its acquisition by Woolworths in 2023. Milkrun was a startup promising delivery of groceries in 10 minutes which took the Australian market….
From the chaos of Covid has emerged a new paradigm for customer loyalty. This includes renewed value of a company’s position on social issues, particularly amongst Gen Z, as well as the increasing influence of contact centres in driving loyalty and retention. Based on two surveys of 650 customer experience professionals in ten countries, including….
Note: the below interview was conducted in 2023 and Ayelet Mendel-Girin has since moved to a new role as Head of Digital and Customer Experiene at Angle Auto Finance. Please visit LinkedIn for up-to-date information. Ayelet Mendel-Girin is Head of Customer Experience at humm group, which received Canstar’s Outstanding Value Buy Now Pay Later Award….
Celeste Carnovale is Customer Care Centre Lead, Asia Pacific at Hertz. In this exclusive interview, she shares Covid learnings, cultural differences in customer service, and the big trend in contact centres. In what ways did customer service at Hertz change during Covid? As you can imagine, when the breakout initially happened, many customers had….
In this exclusive interview with Matchboard, Glen Robinson takes us behind the wheel of Member Experience at Car Next Door (since rebranded to Uber Carshare) – Australia’s largest peer-to-peer car sharing platform and recognised as one of Westpac’s top 20 businesses of tomorrow. What are the key metrics you use to measure customer success and….
Reckon is a leading provider of accounting software trusted by 600,000+ customers globally. In this exclusive interview with Alex Alexandrou, GM Operations, we explore why Reckon continues to score so highly in customer ratings. Can you describe the customer service environment at Reckon? Reckon is known for its great customer service and we pride….
