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….
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….
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….
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….
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….
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….
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….
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,….
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 –….
Bruce Levine is the dynamic Chief Technology Officer (CTO) at Australian Community Media (ACM) – Australia’s largest independent publishing group with more than 100 brands. In this exclusive interview with Matchboard, Bruce reveals strategies to combat the IT skills shortage, and a hot tip for managing large-scale data and digital transformation programs! What do you….
For insurance companies, one of the biggest costs is their claims team, and one of the biggest challenges is processing high volumes of claims in a time-efficient manner following disasters such as floods and bushfires, or other surge events. Partnering with an insurance claims outsourcing company can help solve for both pain points, reducing cost….
Have you ever wondered why B2B lead generation is so often outsourced? Let’s start with the fact that well-qualified leads are the lifeblood of a high-performance sales team. And in the world of B2B, the value of a sale is often a 5 or 6 figure sum – enterprise software and management consulting are two….
