Retailers know that delivering a great Customer Experience is expensive and requires out-of-the-box thinking to stand out from the crowd. In this white paper, we look at how an increasing number of ecommerce businesses are turning to the island paradise of Fiji to solve their CX and cost challenges, and gain a competitive advantage. *This….
September 3, 2024 – 12 years ago, Matchboard launched in Australia, and today the company celebrates its most successful year yet, with more than 5,000 clients and an unblemished track record of customer satisfaction (all its Google reviews are 5-star). Founder and Managing Director, Sharon Melamed, said, “We want to thank first and foremost everyone….
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….
This white paper explores the integration of ESG (Environmental, Social and Governance) principles with contact centre and CX environments. Glean insights into the benefits of ESG adoption, practical strategies for implementation, and take inspiration from case studies showcasing successful initiatives in our industry. Companies that prioritise ESG will be better positioned to enhance their brand….
Outsourcing accounting services to offshore teams can provide a crucial business advantage – reducing operational costs without compromising on quality. It’s no surprise that engaging an offshore team is instantly attractive to cost-conscious finance and accounting leaders looking to tap into the global talent pool. Which location to outsource to can be a hard decision…..
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….
Richard Branson was one of the first to articulate the link between employee engagement and a positive customer experience. Our white paper looks at all the evidence to support this now well-accepted theory, providing ample data for the business case to invest in your most important asset – your employees. The EX/CX link applies equally….
The BPO sector in North America has been on quite a ride the last few years. But there’s good news. Recent studies estimate the market will keep growing at anything from 5% to 9% per year. And North America still has a commanding 30% share of the global outsourcing market. The challenge BPOs face is….
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….
Are Media is Australia’s leading omnichannel content company for women. Their brands include The Australian Women’s Weekly, Better Homes & Gardens, Woman’s Day, Marie Claire, TV WEEK, New Idea, Now to Love, Australian Gourmet Traveller, BEAUTY/crew and ELLE. We interview Karen Baker, who leads Are Media’s customer service and operations teams both onshore and offshore,….
May 23, 2024 – Matchboard has been shortlisted for the The Australian Financial Review Customer Champions List. This list, in association with Kearney, showcases “organisations that are champions in the eyes of customers and shareholders as a result of taking a different approach to business. These organisations have succeeded in purposefully delivering outstanding customer value….
It’s been a rollercoaster ride for the outsourcing industry since the pandemic, with the cost of living crisis, inflation, global supply chain issues, soaring attrition, and a talent shortage. This cocktail of challenges has brought to the surface an opportunity to reduce cost and expand revenue with a solution made in paradise: staff leasing in….
Choosing the right location for your outsourced operations demands a strategic approach. Cost-effectiveness is essential, but it can’t come at the cost of quality service or a reliable operation. No location is growing as quickly as the Pacific island paradise of Fiji, which offers a unique balance between cost reduction and quality of service. In….
Fuel cards have traditionally been big business. Poh Lee, National Card Manager at Chevron (which owns the Caltex and StarCard retail brands) shares the drivers of success and where future opportunity lies. Can you describe the type of customers you have and how you reach them? Our customers span a wide range of segments –….
In this short guide, we’ll discover why businesses are adopting a location diversification strategy for outsourcing and staff leasing. Alongside the traditional powerhouse destinations such as the Philippines, Fiji is booming due to: – Closer time zone and flight time to Australia and New Zealand – Neutral English accent – A work-from-office rather than work-from-home….
