Blogs

Insights, analysis and opinions from our in-house experts across customer experience, QA and training teams at CSBA.

Blogs
November 5, 2026

Polite isn’t enough: the hidden gap between customer service and customer experience

A customer can receive a correct answer from a polite agent and still leave an interaction without feeling genuinely helped.…
Kristy Horsfall
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Customer service team with headsets in a call centreBlogs
August 4, 2026

Future Student conversations that shape success

Funding changes across Australia's tertiary sector are placing greater focus on student success, retention and completion, making the quality of…
Kristy Horsfall
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Gas stove flamesBlogs
June 12, 2026

Gas Customer Experience Benchmarking Report – Planned Works Communication Review

CSBA’s Gas Customer Experience Benchmarking Report – Planned Works Communication Review provides an independent, structured assessment of how distributors communicate…
Kristy Horsfall
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Smiling contact centre agent with headset at her deskBlogs
May 20, 2026

Understanding what’s really driving customer contact in Local Government

Councils across Australia are under increasing pressure to manage customer contact, improve service delivery and demonstrate value to their communities.…
Kristy Horsfall
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Woman on a phone call looking concernedBlogs
November 27, 2025

Managing rising complaints in Local Government – Recording

This event has now concluded. Across Local Government, communities are increasingly frustrated, service demands are growing and staff stretched. This…
Kristy Horsfall
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Couple standing outside their new homeBlogs
June 10, 2025

How Australian Lenders’ Webchat Measures Up: Key Findings from CSBA’s Mystery Shopping Study

With further interest rate cuts forecast in 2025, Australia’s home loan market is poised for renewed activity. Increasingly, borrowers are…
Kristy Horsfall
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Smiling contact centre agent on a callBlogs
February 20, 2025

Agents as Brand Ambassadors: Elevating Customer Experiences with Signature Behaviours

Agents as Brand Ambassadors - CSBA Whitepaper In a rapidly evolving market, exceptional customer service is vital for maintaining strong…
Kristy Horsfall
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Contact centre agents with headsets at workBlogs
June 6, 2024

Managing the moments that matter in contact centre interactions – part 3

Welcome to the final blog of our series “Managing the moments that matter in contact centre interactions”. In this final…
CSBA
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Customer service team with headsets in a call centreBlogs
May 29, 2024

Managing the moments that matter in contact centre interactions – part 2

Welcome to the second blog of our series “Managing the moments that matter in contact centre interactions”. Here we look…
CSBA
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Contact centre agent on a call at her deskBlogs
May 15, 2024

Managing the moments that matter in contact centre interactions

Welcome to the inaugural blog of our series “Managing the moments that matter in contact centre interactions”. Let’s dive in…
CSBA
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Man in a suit against a colourful pattern, CSBA benchmarkingBlogs
May 7, 2024

CX disconnect

CSBA has been benchmarking customer experience at 200 Australian organisations for seven years – and in that time MD Paul…
CSBA
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Manager training contact centre staffBlogs
January 9, 2024

Internal vs External QA: The Value of Objectivity

Successful customer-centric businesses understand the critical role played by a robust CX Quality Assurance (QA) program. Not only does QA…
CSBA
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Energy workshop participants and customers using phonesBlogs
April 1, 2021

The ever evolving expectations of energy consumers | Lynne Gallagher, CEO, Energy Networks Australia

CSBA
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Energy workshop participants and customers using phonesBlogs
April 1, 2021

Building relationships across the energy chain – the good, the bad & the opportunity | Sabiene Hiendl, Executive Director, The Energy Charter & Andrew Davis, Senior CX and Digital Transformation Leader

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Energy workshop participants and customers using phonesBlogs
April 1, 2021

Why CX is more important than ever before for energy businesses | Ben Wilson, Chair ENA, CEO of AGIG

CSBA
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