Interview with Aussie global CX superstar – Sam Youssif

It’s not every day you come across an Aussie running a global CX function for a Fortune Global 500 company.  Based in Sydney, Sam Youssif is Global Head of Customer Journey Digitisation at Schneider Electric (SE), and here he shares how he does it. What is it like being based in Australia running the global….

Read more

5 CX innovation opportunities for Australian telcos

Telcos and utilities make up some of the most valuable brands in Australia. Yet not many telcos are able to deliver a customer experience that makes them shine.    Surveys by the Australian Communications and Media Authority (ACMA) reveal that while a vast majority of Australians are mostly satisfied with the reliability of telco services, 29% of….

Read more

5 CX innovation opportunities for financial services

The banking and financial services landscape is ever-evolving. Despite the Covid-19 pandemic causing reduced operational efficiency and profitability in 2020 and 2021, the industry has proved its resilience with its innovation and adaptiveness. However, customer needs and behaviours are constantly changing, with a steep increase in digital adoption and a surge in demand for hyper-personalisation…..

Read more

Interview with Auscontact CEO, Fran Southward

Following a long and distinguished career as Assistant Commissioner at the Australian Taxation Office, Fran Southward was recently appointed CEO of Auscontact Association. She gave this exclusive interview to Matchboard.  At a high level, what is the vision and mission of Auscontact? Our vision is to build, evolve and promote the customer contact community. We….

Read more

The Advantages and Disadvantages of Outsourcing to the Philippines

For companies throughout the U.S., Australia and New Zealand, the Philippines is the first country that comes to mind for offshoring services ranging from contact centre to back office and I.T.  The benefits of outsourcing to the Philippines are numerous and the country has successfully built a powerhouse BPO industry. However the pandemic has prompted….

Read more

An inside look at the National Coronavirus Helpline

One of the most important contact centre initiatives in Australia over the past 2 years has been the establishment of the National Coronavirus Helpline. Managing the Helpline is Denise Tan, Service Director at Healthdirect Australia, who gave Matchboard this exclusive interview. Tell us about the National Coronavirus Helpline – when did it launch? How many….

Read more

Behind the scenes of service delivery at Lifeline Australia

Beth Parkin is Executive Director, Service Design and Delivery at Lifeline Australia, a national charity helping thousands of Australians every day experiencing a personal crisis. In this interview, she reveals her innovation agenda, as well as the challenges of meeting rising demand and managing a vast volunteer workforce. How has Lifeline and demand for its….

Read more

Customer experience consulting – what it covers and how much it costs

If there’s something all businesses have in common, it’s a desire to have happy customers. After all, happy customers translate to a healthy business and bottom line. So it’s no wonder that customer experience (CX) consultants are in high demand, working with executives and business owners to understand customer wants and needs and translate them….

Read more

How one education company successfully pivoted operations during Covid

Education was one of the hardest hit sectors in Australia during Covid. Through an innovative approach to cost reduction and course delivery, Gradability – Australia’s largest dedicated graduate employability specialist – is now poised for future growth. Steve Culpeper is Head of Operations and provides this exclusive interview to Matchboard. With your customers being international….

Read more

Trends in inbound and outbound call centres in Australia and offshore

Back in the good ol’ days, when life was oh so simple, most call centres were either inbound or outbound. Inbound teams dealt with customer service, and outbound teams focused on sales. In the last 20 years, the rise of omnichannel and the demands of customers have blurred the lines, and changed both functions completely…..

Read more

How humm group is driving purchase loyalty and a differentiated service experience

Ayelet Mendel-Girin is Head of Customer Experience at humm group, which received Canstar’s Outstanding Value Buy Now Pay Later Award and the Ashton Media Customer Experience Award in 2021. Revolutionising the way people pay for products and services, humm facilitates purchases for 2.7 million customers and operates in Australia, New Zealand, Ireland and the UK…..

Read more

Interview with Bizcover CEO Michael Gottlieb on winning with customer experience

BizCover is a market-leading online insurance service, with 170,000 SME customers across Australia and New Zealand. In this exclusive interview, CEO Michael Gottlieb talks about Bizcover’s winning approach to customer experience, and where the future opportunity lies. How does the customer experience at BizCover, differ from traditional insurance brokers? Most SMEs are time poor and….

Read more

Top tender tips for a winning proposal

With face-to-face meetings declining since Covid, producing a stand-out tender submission has never been more crucial for winning new business. A proposal that effectively demonstrates your understanding of what’s required, how you’ll provide a successful solution, and a clear picture of what your solution will deliver for the client, are all compelling reasons to choose….

Read more

1 2 3 4 13