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….
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 the vision and role of CSIA in supporting the Australian customer service community? CSIA sees its role as the facilitator for elevating customer experience and outcomes….
Fresh research by Swinburne University reveals how consumers feel about the state of customer experience in Australia. Topics covered include consumer perception of chatbots, level of satisfaction with human customer service, adoption of digital channels, and the quantifiable impact of a negative customer experience. These findings will be of interest to customer experience, contact centre….
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….
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….
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….
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 by storm, raising $75 million from prominent VCs. Sarah gave Matchboard this exclusive interview. How would you describe the experience of building a CX….
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….
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…..
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….