Celebrating the work of those on the front line of customer service


Learning, adapting and improving: Self-motivating agents offer exceptional customer service


The stories from this quarter all involve learning and improving and most importantly, using those skills to help customers. Each of the award winners for January to March 2024 have all adapted to a new role and taken the skills they have learnt to the next level. Abreshmi from The Australian National University has dedicated herself to supporting all students who come seeking help, providing exceptional service after being in the role for less than a year! Leonard Vidler from Open Universities Australia, on the other hand, took the new learnings of SenseCX to heart and immediately started improving his customer’s experiences. Likewise, Kate Carr from Barwon Water has taken all her experience from previous roles and adapted her skills to her new position, offering Barwon’s customers a personable, productive and efficient interactions.

All three winners show that being self-motivated to offer better customer experiences is not only better for your customers but will help maintain engagement and enjoyment in your customer service role.

You can read Abreshmi, Leonard and Kate’s stories below. Well done to you all!

CSBA congratulates the January – March 2024 Most Customer Focused Award winners.

Abreshmi Anika Chowdhury – Australian National University (ANU)

Acting enquiry team leader (ANU) Hoa Chiem tells us, ”Abreshmi has been working with the ANU Future Student Experience team for less than a year and has proven herself to be a valued member to our team, consistently delivering exceptional customer service and upholding high standard of performance.”

Hoa goes on to explain that what sets Abreshmi apart is her unwavering commitment to service excellence in every interaction, no matter the complexity of the issue. Abreshmi’s positive attitude and passion to help prospective students along their journey with ANU ensures that anyone who interact with her feel supported and valued throughout their experience.

“For example, Abreshmi demonstrated her compassion and the ability to remain calm in a recent call where she assisted a student who was confused about her university application to ANU. She took the time to actively listen to the students concerns, allowing them to articulate their questions and worries without interruption. She then acknowledged the complexity of the application process and reassured the student that she was here to help them out,” recounted Hoa. “Throughout the interaction, Abreshmi patiently answered each of the student’s questions, offering explanations and in a reassuring and easy to understand manner.”

By actively listening, empathising, and providing clear guidance, she not only resolved the student’s confusion but also left a lasting impression of support and care. Abreshmi’s dedication to assisting the student reflects her commitment to delivering outstanding customer service and ensuring a positive experience for the students she interacts with. Well done, Abreshmi!

– The nomination was received from Hoa Chiem, Acting Enquiry Team Leader

Leonard Vidler – Open Universities Australia

“We are ecstatic to nominate Leonard for his continued focus to improve the way he delivers exceptional experience to our students”, says Peter Pappas, Capability Lead at Open Universities Australia.

Pete continues, “We recently partnered with CSBA for the very first time and introduced the SenseCX measures to our student advisors. Upon its introduction, Leonard quickly identified opportunities to improve and has been incredible in seamlessly integrating the new measures into his interactions with students. His approach to every interaction now focuses on ensuring he provides exceptional experience through the focus on the three SenseCX Indices: Ease, Sentiment and Success.”

Leonard has also supported the team in embedding the new measures which has continued to improve OUA’s student experience. Peter says, “What’s exciting is Leonard expressing his appreciation for the framework. He said to me after having a chance to reflect on the SenseCX measures “I quite like this experience framework. I love a good opportunity to continuously improve.””

His proactive approach and willingness to adapt to better student experience makes Leonard a perfect recipient for this award. A massive congratulations to Leonard for exemplifying the spirit of reflection and continuous improvement, leading by example for others to follow.

– The nomination was received from Peter Pappas, Capability Lead

Kate Carr- Barwon Water




“Kate is a Customer Service all-rounder superstar,” mused CX Coach Brendan Hanrahan. “Her previous career was in face-to-face customer service, and she has brought all that experience and skills to her customers at Barwon Water and aligns authentically with the CSBA SenseCX standards.”

Managing her conversations with the SenseCX call flow ensures that Kate is personable as well as being efficient in her to resolution, which shows she values the customers time at the same time. Brendan says, “It has been through her understanding and learning of the methodology that means that Kate can alternate from Accounts to Faults and to Connections enquiries with the developed innate knowledge of how to collaborate effectively and resolve in a positive way.”

This quarter, Kate’s call assessments have been Excellent! (80%, 80%, 81%, 88% & 99%), and Brendan can cite some really positive feedback from her customer as well: “Kate was super quick, super helpful and resolved my query immediately.  I’m extremely happy with the service.”; “Kate was lovely, very helpful, friendly and handled my request fast and efficiently.”; and “Kate was obliging and dealt with my query quickly easy, fast and friendly.”

– The nomination was received from Brendan Hanrahan, CX Coach

Nominations are open for the April – June 2024 awards

We’re currently accepting nominations for the April – June 2024 CX Agent of the Quarter awards and encourage all of our clients to nominate agents and frontline staff whose work deserves to be celebrated.

The awards are about celebrating the members of your team who work to create better customer experiences and nominations can be based on a variety of different reasons including:

  • Excellence in the use of a specific SenseCX measure.
  • Consistent improvement in SenseCX assessment scores.
  • Embracing a SenseCX behaviour for the first time – moving the dial away from 0%!
  • Sharing tips or information with the team about how to achieve specific SenseCX behaviours.
  • Embracing a new technique or behaviour to enhance the experience for customers.
  • Handling a complex enquiry really well.
  • Showing a genuine passion to improve a customer’s experience.
  • Transcending customer expectations – going above and beyond for a customer.
  • Finding the perfect balance between people and process for the good of a customer.
  • Showing real leadership and judgement to reflect your organisation’s customer-focused culture or customer promise.
  • Stepping up to report an issue that was impacting customer experience.
  • Finding a creative and/or innovative way to solve a customer’s problem.

To nominate a member, or members, of your team simply complete this nomination form.

Want to explore how CSBA can help you provide your customers with better experiences?