Audrey William is Principal Analyst at CrayonIQ, a research and advisory firm focused on the evolving landscape of customer experience, employee experience, and enterprise collaboration. As a trusted advisor to CEOs, Boards and vendors alike, Audrey helps guide informed strategic decisions during times of disruption and change. Read her take on the 2026 trend to….
Sri Lanka is known as a centre of excellence for Finance & Accounting talent, offering labour cost savings in the range of 60% to 75% compared to hiring in Australia. And that’s without compromising on quality, compliance, data security, or familiarity with Australian accounting standards and platforms. This quick reference guide compares the cost of….
St Lukes is Tasmania’s leading not-for-profit health and wellness organisation. Today, it covers more Tasmanians than any other private health insurer – a testament to its unwavering commitment to the state, and vision of making Tasmania the healthiest island on the planet. We interview Belinda Martin, Head of Customer Care, on this unique people-focused business….
Navigating the journey of moving parents into aged care settings has been notoriously complex and frustrating, even for the savviest of Australians. One company, Aged Care Decisions, is changing the game by simplifying this experience and placing the customer at the heart of their service design. Co-Founder & Executive Director Ken Ray shares more in….
In this case study, explore why one of the largest real estate services firms in the world outsources finance and accounting to Sri Lanka. The key success criteria for the offshore program were accuracy, reliability, familiarity with MRI property management software, and specialised knowledge in lease and trust accounting. With these in place, the following….
This report examines 7 KPIs across the voice channel in contact centres, comparing 2025 results with the previous three years: average speed of answer; average talk time; average waiting time; average hold time; service level; containment rate; customer satisfaction score. Conclusions are drawn from a study of 3000 businesses in the following sectors: healthcare and….
Jack Madrid, CEO of the IT & Business Process Association of the Philippines (IBPAP), is not resting on his laurels. While he spearheads a body which has shaped the BPO industry into a major GDP contributor, Jack is focused on the future – and it’s replete with AI, innovation and transformation. Read Matchboard’s exclusive interview….
While Generative AI excels at language, Agentic AI provides autonomy, acting on its own to plan and implement. And the benefits for customers and enterprises alike are game-changing. This plain English Guide will help you get a handle on the possibilities in CX with Agentic AI, outlining use cases, types of AI agents, impacts on….
Hiring offshore IT talent? Don’t guess what to pay. We’ve put together the most up-to-date salary benchmarks for 15+ IT roles in the Philippines – from full-stack developers and DevOps engineers to cybersecurity, cloud, data and AI specialists. Inside you’ll see: * Real salary ranges for each role * The service fee charged by a recruitment….
Sydney, September 3, 2025 – 13 is not only Taylor Swift’s lucky number, it’s Matchboard’s, as the company celebrates 13 fruitful years in business. Founder Sharon Melamed commented, “From zero to 5,500 clients, dozens of awards and 5-star client reviews, it’s been an incredible ride. We’ve grown double-digit almost every year, and our offering has….
Dan Edwards is Bupa’s Director, Health Insurance Channels and Growth, and in this interview, he reveals why he’s so excited about the opportunity with AI, and how the channel mix is changing in sales and service. How do you embed empathy in your frontline, as they speak with members experiencing major health issues? Bupa is….
Every customer conversation is a dual-purpose asset: a CX moment and a compliance artefact. Conversational & Quality Intelligence unlocks both roles simultaneously. By extending coverage beyond voice to chat, email and video, firms capture the complete risk and sentiment footprint of a customer journey. By automating scorecards and layering LLM summarisation, they swap manual sampling….
Mei-Ling Cheong-Nepia is Head of Service and Operations at Australian Ethical Investment, a superannuation fund with a difference: while avoiding investments that cause unnecessary harm to society and the environment, Australian Ethical backs only ethical companies that support people, quality and sustainability. Here Mei-Ling takes us behind the scenes from a Customer Experience perspective. She….
Sydney, June 2025 – New data released by Matchboard, Australia’s award-winning outsourcing matchmaker platform, reveals the most sought-after offshore destinations for Australian businesses in the first half of 2025. Leading the list is the Philippines, chosen by 29% of clients, followed by Fiji (23%) and New Zealand (16%), with the remaining 32% spread across a….
The remote work debate is flush with headlines around corporate crackdowns and return-to-office mandates. But the reality in Australian contact centres tells a different story – on any given day, 54% of the workforce is working from home. This white paper explores the trends, challenges and critical capabilities needed to build sustainable, scalable virtual operations. Data….
SYDNEY April 23, 2025 Matchboard today announced the launch of a new category on its matching platform: IT Outsourcing (ITO). Managing Director Sharon Melamed said, “Up until now, we’ve focused on BPO (business process outsourcing), which includes contact centre, back office and sales outsourcing. However the global market for IT Outsourcing (ITO) is significantly larger….
Malta is so much more than one of the Mediterranean’s most popular holiday destinations. Its highly skilled, native English-speaking people, EU membership, advanced digital infrastructure, multilingual capability and cost advantages over Western European countries make it an ideal location for nearshore contact centre outsourcing. As European and UK companies continue to deal with rising costs,….
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….
Angelo Azar is Chief Operating Officer of Honey Insurance, a rapidly growing home insurance business that has become an industry role model for both customer and employee engagement. In this exclusive interview, Angelo explains how Honey is delivering results. The Australian Financial Review named Honey Insurance a Customer Champion. What does it mean to be….
