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 ITO is significantly larger than BPO,….
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….
With more than 3.4 million members, AustralianSuper is Australia’s largest super fund. In this interview, we go behind the scenes with Emily Bayford (Senior Manager, Contact Centre Channel) to discuss outsourcing partnerships, Gen AI adoption and channel trends. The superannuation sector relies heavily on outsourcing for contact centre and back office functions. What are the most critical factors….
This white paper explores how outsourcing to Fiji can help Australian and NZ law firms solve the challenges of paralegal and administrative staff shortages and rising wages. Offshore resources provide access to skilled talent and dramatically lower costs, improving the quality and speed of service delivery. Fiji offers: – proximity (2-4 hours’ flight) and time zone….
Ever since the launch of Chat GPT, businesses have been exploring use cases for generative AI technology in the contact centre. In its 2025 Service Centre Trends Report, PwC identifies 8 key use cases: – Virtual channel assistant – Content generation – Virtual agent assistant – Virtual customer assistant – Text analytics – Real-time speech….
This calendar year, Matchboard reported a record $25 million in invoices between its matched suppliers and buyers – almost double the volume in 2023. Managing Director Sharon Melamed stated, “We can attribute this remarkable growth to the success of our platform in helping organisations find their perfect match supplier in the market, as well as….
This white paper explores emerging commercial models in CX, and the shift from traditional capacity-based models to more innovative, flexible and outcome-driven approaches. Technology such as AI and analytics has changed the way BPOs price and innovate, aligning with desired client outcomes such as customer satisfaction, retention and cross-selling. Discover the pros and cons of….
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….
