Customer Journey Mapping: everything you need to know

In this white paper*, you’ll discover through an expert lens all the basics you need to know about Customer Journey Mapping. We cover: • What is a Customer Journey Map and what are the benefits? • What are the pitfalls? • Use of personas • When to use a Journey Map • The process to….

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The top 5 trends transforming customer experience in 2022

Discover how “on-trend” your organisation’s customer service is in this 27-page complimentary report, based on a survey of more than 1200 CX and support leaders around the world.  Across the spectrum of employees, customers and technology, five disruptive trends have emerged from the global pandemic. This report provides tips and solutions to address each of….

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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….

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Collection of interviews with 10 of Australia’s most forward-thinking Customer Leaders

Throughout Covid, Matchboard has had the opportunity to interview 10 of Australia’s most forward-thinking, inspiring Customer Leaders. This collection of interviews is full of powerful learnings and tips which will inform you, challenge your thinking, and guide you in your journey towards a winning customer experience. Interviewees include Alex Huntley (Booktopia), Glen Robinson (Car Next….

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What are the drivers of customer loyalty?

From the chaos of Covid has emerged a new paradigm for customer loyalty. This includes renewed value of a company’s position on social issues, particularly amongst Gen Z, as well as the increasing influence of contact centres in driving loyalty and retention. Based on two surveys of 650 customer experience professionals in ten countries, including….

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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…..

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Interview with Celeste Carnovale at Hertz: Customer Service, Culture and Covid

Celeste Carnovale is Customer Care Centre Lead, Asia Pacific at Hertz. In this exclusive interview, she shares Covid learnings, cultural differences in customer service, and the big trend in contact centres.   In what ways did customer service at Hertz change during Covid? As you can imagine, when the breakout initially happened, many customers had….

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Behind the wheel of Member Experience at Car Next Door

In this exclusive interview with Matchboard, Glen Robinson takes us behind the wheel of Member Experience at Car Next Door – Australia’s largest peer-to-peer car sharing platform and recognised as one of Westpac’s top 20 businesses of tomorrow. What are the key metrics you use to measure customer success and satisfaction? We use a range….

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Accounting for a great customer experience at Reckon

Reckon is a leading provider of accounting software trusted by 600,000+ customers globally.  In this exclusive interview with Alex Alexandrou, GM Operations, we explore why Reckon continues to score so highly in customer ratings.       Can you describe the customer service environment at Reckon? Reckon is known for its great customer service and we pride….

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