Success stories

Sydney Water Customer Experience Transformation Story | From Good to Great in CX Leadership

Sydney Water faced a common challenge experienced by many large service organisations: strong foundations, capable teams, but a customer experience performance plateau that made the next level of improvement difficult to achieve. The opportunity was to move beyond measurement and embed CX as a practical, everyday capability. Sydney Water partnered with CSBA to understand the barriers preventing further CX improvement and to create a practical pathway to go from good to great.

Elevating Service Excellence at Junction Australia

Junction Australia recently partnered with CSBA to embed a Service Excellence framework that translates values into consistent staff behaviours. Through structured design and capability building, the organisation is already seeing stronger team alignment, more confident staff, and more consistent service delivery, improving the quality of every customer interaction.

Hume Community Housing Customer Story

Housing providers significantly impact their customers’ quality of life and well-being. Recognising this, Hume Community Housing (Hume) partnered with CSBA to design and manage a revitalised Voice of Customer (VoC) feedback program to drive customer satisfaction and enhance organisational efficiency.

Transforming Service Quality Post-Merger: Spirit Super’s Quest for Best-in-Class Member Experience

Through collaboration with CSBA, Spirit Super transformed its contact centre service quality post-merger, achieving significant improvements across all channels, enhancing member interactions, and consistently ranking as a leader in the superannuation sector.

How NGS Super turned data into problem-solving action

NGS Super is the leading Industry SuperFund for those in the education and community sectors, and open to all Australians. The fund partners with 13,000 employers in the non-government education and community sectors, managing over $13.4 billion in super savings.

NGS Super is focused on member outcomes, delivering a high level of customer service and award-winning products with low fees.

12 point improvement in 12 months

Georges River Council achieved a 12 point improvement in their quality assurance score within 12 months. Margaret Le (Customer Experience and Events Manager) provided a roadmap for creating better customer experiences across the council.

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.

How Holmesglen became #1 in Customer Service

Holmesglen’s award-winning Connect Team are enjoying the rewards of becoming a more competitive, customer-centred organisation. Titus Peter (Manager – Connect Contact Centre) shares the journey that led them to become a number-one ranked institute

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 focusing 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 Customer Experience Benchmarking Program

The City of Tea Tree Gully has participated in the CSBA Local Government CX Benchmarking Program for many years. Manager of Customer and Communications, Elissa Graves, explains why.

Elevating Customer Service in the Housing Sector

Positive interactions with providers make tenants feel valued, building trust and confidence. Job satisfaction and morale grows when staff are empowered to prioritise customer needs, making them less likely to leave. Finally, providers benefit from improved operational efficiency, reduced costs and lower staff attrition.