CSBA

Success stories

Hear from different CSBA clients about how we’re working together to help them create better experiences for their customers.

Developing and implementing Customer First Strategy

See how CSBA’s work with Nillumbik Shire Council allowed the council to truly understand their customer experiences, develop a strategy to improve it and most importantly continue to measure and monitor their progress.

Quality Assurance | SenseCX

The City of Parramatta improved its CX by 12% in just 12 months. Customer Contact Centre Service Manager, Tim Franey explains how SenseCX was instrumental in allowing them to create better customer experiences.

Improving overall CX with SenseCX

Over the last year Western Sydney University has improved CX by more than 25%. Contact Service Centre Manager, Sara Tavora explains how SenseCX has been instrumental in achieving this improvement.

Customer journey mapping

See how Hunter Water used customer journey mapping to inform the development of the organisations Customer Strategy and approach.

Using SenseCX to achieve a big CX improvement

ActewAGL was able to achieve an incredible 28% improvement in CX using SenseCX. In this case study Customer Service Manager, Jane Corkhill tells us how they’ve used SenseCX to drive a culture of continual improvement.

Employee engagement 

The team at Barwon Water are kicking goals when it comes to customer experience. Manager of Customer Experience, Jane Tyzack explains how focussing on employee engagement has delivered tremendous results – for staff and customers.

Local Government Syndicated Research Programs

Discover how CSBA’s Local Government CX Benchmarking and Voice of the Customer programs are providing Nillumbik Shire Council with the data and insights they need to improve their customer’s experiences.

Local Government CX Benchmarking Program

‘The data and insights collected over the years has been used to inform the development of our bigger picture strategic direction. It allows for evidence based decision making – We knew this. We did this. And this changed.’

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