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….
Accountants by their very nature are a cost-conscious breed! So it’s no surprise that outsourcing accounting services to low-cost countries offers instant appeal. We’re talking a 50-70% reduction in cost in the Philippines, for example, for common accounting services such as: – Accounts payable (A/P) – Accounts receivable (A/R) – Collections – Reconciliations – Bookkeeping….
The recruitment industry made its start in World War II, when there was a labour shortage caused by soldiers being called to serve. Since then, the industry has flourished and there are 7,300 recruitment companies in Australia today. Anyone can start a recruiting business – there are virtually no barriers to entry – and this….
Michael Dominish is Australia’s Head of Customer Experience at one of the world’s most recognised brands: McDonald’s. In this exclusive interview, Michael provides insight into how McDonald’s is leading the way with its adoption of a multi-channel, customer-centric approach to service, leveraging the expertise of its global network and collaboration with local franchisees. What are….
Note: the below interview was conducted in 2023 and Bora Wiemann has since moved to the role of Head of Conversational AI at CBA (Commonwealth Bank of Australia.) —- Bora Wiemann is Head of Digital CX at Team Global Express and Industry Lecturer in AI Strategy at RMIT University. We interviewed Bora about how Generative….
Note: the below interview was conducted in 2023 and Jeremy Larkins has since moved to a new role. Please visit LinkedIn for up-to-date information. In this exclusive interview with Matchboard, Jeremy Larkins, Executive Director of the Customer Service Industry Association (CSIA), shares customer service best practices and trends in the Australian market. Can you share….
With so many Australians not speaking English at home, interpreter services play a key role in facilitating communication with Government and business. We sat down with Chris Ngo, Chief Operating Officer, ONCALL Interpreters & Translators, to find out more about this industry and how it has evolved. In which contexts are telephone interpreter services most….
For more than 20 years, Terence Alvares has been transforming customer operations in market-leading organisations. At fast growing energy retailer, Simply Energy, Terence is utilising seamless CX to catalyse innovation. In this interview, find out how. Could you provide an overview of your remit as GM, Operations at Simply Energy? I report to the CEO….