New insights from the CSBA CX benchmarking program Energy customer satisfaction remained stable in 2021, in a challenging year…
csbaadminMay 13, 2022
Customers are emotional beings. When you can connect with their emotions, you win the opportunity to earn their loyalty. …
csbaadminMarch 17, 2022
An update from CSBA's 2022 CX Forum: Energy Research has shown high customer vulnerability in the UK, in a…
csbaadminFebruary 28, 2022
Super funds: Member insights are critical in building a sound retirement income strategy Just as buildings require strong foundations…
csbaadminFebruary 9, 2022
Celebrating the work of those on the front line of customer service "Charmaine is our ‘Customer Whisperer’." - Mark…
csbaadminFebruary 3, 2022
The pandemic has raised the bar for customer expectations but fortunately a recent fund study shows member trust levels have…
Belinda CecchiniDecember 17, 2021
Celebrating the work of those on the front line of customer service "The voting was really difficult this quarter.…
Belinda CecchiniDecember 14, 2021
At an unsettling time of reopening under pandemic restrictions, Local Government frontline staff are learning to effectively handle challenging conversations…
csbaadminDecember 6, 2021
Critical insight for developing a fair and timely dispute resolution procedure in line with RG271 legislation Independent research from in-depth…
csbaadminNovember 11, 2021