AI is transforming customer experience, but what will that transformation actually look like in 2027? Will AI deliver better outcomes for customers? Will contact centres realise the productivity gains promised by automation? Will organisations be overwhelmed with consumers’ AI assistants? And where does this leave us humans? We asked 13 of Australia’s Customer Leaders to….
She’s a world champion canoeist and a leading customer experience consultant. Melanie Disse has now launched a book linking her two worlds and applying lessons from elite sport to help leaders improve their CX performance. In this exclusive interview, she gives us a sneak peak into CXTS™ – Customer Experience is a Team Sport, available….
Following a career at iconic New Zealand brands such as The Warehouse Group, Mercury and 2degrees, Alex Murphy now spearheads CX at Livestock Improvement Corporation (LIC), a world-leading agritech. In this interview, she shares a unique behavioural science and innovation-led approach to delivering customer-first experiences. What are the unique aspects of customer experience where the….
St Lukes is Tasmania’s leading not-for-profit health and wellness organisation. Today, it covers more Tasmanians than any other private health insurer – a testament to its unwavering commitment to the state, and vision of making Tasmania the healthiest island on the planet. We interview Belinda Martin, Head of Customer Care, on this unique people-focused business….
Navigating the journey of moving parents into aged care settings has been notoriously complex and frustrating, even for the savviest of Australians. One company, Aged Care Decisions, is changing the game by simplifying this experience and placing the customer at the heart of their service design. Co-Founder & Executive Director Ken Ray shares more in….
While Generative AI excels at language, Agentic AI provides autonomy, acting on its own to plan and implement. And the benefits for customers and enterprises alike are game-changing. This plain English Guide will help you get a handle on the possibilities in CX with Agentic AI, outlining use cases, types of AI agents, impacts on….
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….
A fresh data-set collected by Swinburne University reveals how consumers feel about the state of customer experience in Australia, and the trends shaping CX success in 2025. The report quantifies the impact of poor service experiences, how consumers perceive service quality, and AI-powered chatbots. Further, by examining customer service excellence in 14 different industries, the….
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….
Sit back and enjoy the insights, with this inspiring collection of interviews with 7 of Australia’s most exceptional CX and Digital Leaders. Topics covered include AI, customer service, and outsourcing. You’ll find powerful learnings and practical tips, sprinkled with humorous anecdotes from the following leading brands: Russell Investments (Sophie Imbert), Airtasker (Cindy Dent), Are Media (Karen….
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….
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….
It’s been a tumultuous few years for TAFEs and universities, with the impacts of the pandemic on enrolments, as well as the shift to remote learning, still being felt. On top of that is the competitive threat of online open learning platforms providing micro-credentials as well as full-fledged qualifications. In this white paper*, designed for….
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….
Fresh data collected by Swinburne University reveals how consumers feel about the state of customer experience in Australia. The report provides a comprehensive overview of what’s changed in consumer perceptions and preferences, and key factors driving customer service excellence in 2024. These findings will be of interest to customer experience, contact centre and field operations….
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….
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….
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…..
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….
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….
Note: the below interview was conducted in 2023 and Beth Parkin has since moved to a new role at Air Services Australia. Please visit LinkedIn for up-to-date information. 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….
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….
Note: the below interview was conducted in 2023 and Sarah Thomas has since moved to a new role. Please visit LinkedIn for up-to-date information. Sarah Thomas ran customer experience at MILKRUN, prior to its acquisition by Woolworths in 2023. Milkrun was a startup promising delivery of groceries in 10 minutes which took the Australian market….
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….
Note: the below interview was conducted in 2023 and Ayelet Mendel-Girin has since moved to a new role as Head of Digital and Customer Experiene at Angle Auto Finance. Please visit LinkedIn for up-to-date information. Ayelet Mendel-Girin is Head of Customer Experience at humm group, which received Canstar’s Outstanding Value Buy Now Pay Later Award….
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….
In this exclusive interview with Matchboard, Glen Robinson takes us behind the wheel of Member Experience at Car Next Door (since rebranded to Uber Carshare) – 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….
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….
