CSBA

News and media

Passionately curious by nature – we’re both thinkers and doers. Here we share our ideas, thoughts, news and more.

News and Media
May 13, 2022

Energy sector customer satisfaction in 2021 encouraging, but still needs lifting

New insights from the CSBA CX benchmarking program   Energy customer satisfaction remained stable in 2021, in a challenging year…
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News and Media
April 7, 2022

CSBA launches inaugural Agent of the Year award

Kaylene Bessell from Hunter Water wins 2021 title   Hunter Water customer service agent, Kaylene Bessell, is Agent of the…
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News and Media
March 17, 2022

Are you measuring customer emotion?

Customers are emotional beings.  When you can connect with their emotions, you win the opportunity to earn their loyalty.  …
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News and Media
February 28, 2022

Energy customers want reassurance, tolerance and control: CX in the UK

An update from CSBA's 2022 CX Forum: Energy   Research has shown high customer vulnerability in the UK, in a…
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News and Media
February 9, 2022

Member insights are the key to RIC

Super funds:  Member insights are critical in building a sound retirement income strategy    Just as buildings require strong foundations…
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News and Media
February 3, 2022

CSBA Quarterly Agent Awards | Oct-Dec 2021

Celebrating the work of those on the front line of customer service   "Charmaine is our ‘Customer Whisperer’." - Mark…
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News and Media
December 17, 2021

Prioritising trust

The pandemic has raised the bar for customer expectations but fortunately a recent fund study shows member trust levels have…
Belinda Cecchini
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News and Media
December 14, 2021

CSBA Quarterly Agent Awards | July-Sept 2021

Celebrating the work of those on the front line of customer service   "The voting was really difficult this quarter.…
Belinda Cecchini
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News and Media
December 6, 2021

What you say matters. The words you choose can calm or aggravate.

At an unsettling time of reopening under pandemic restrictions, Local Government frontline staff are learning to effectively handle challenging conversations…
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News and Media
November 11, 2021

“Closed” case does not mean “resolution” for vulnerable customers: CSBA research.

Critical insight for developing a fair and timely dispute resolution procedure in line with RG271 legislation Independent research from in-depth…
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News and Media
October 5, 2021

Dramatic reform opens opportunity for super funds to amplify value and sharpen communication

2021 CSBA FEAL Superannuation CX Benchmarking Report New research has found that 54% of surveyed employers were not aware of…
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News and Media
September 3, 2021

Centralised customer teams – the missing piece that will boost retention: opinion

The competition to enrol new students has continually pushed tertiary institutions to strengthen their future student teams – to listen…
Paul van Veenendaal
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News and Media
July 30, 2021

CSBA Quarterly Agent Awards | Apr-Jun 2021

Celebrating the work of those on the front line of customer service   "Leaders become great, not because of their…
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News and Media
July 12, 2021

How training transforms customer-facing teams | Wyndham City Council

Wyndham City Council is one of the fastest growing multicultural councils in Australia. For the council to succeed it is…
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Manage the impact of handling vulnerable customersNews and Media
June 22, 2021

Manage the impact of handling vulnerable customers

Being on the frontline of customer service has never been easy, but the pandemic has made it even more challenging.…
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News and Media
May 4, 2021

CSBA Quarterly Agent Awards | Jan-Mar 2021

People are at the heart of everything we do here at CSBA. We love to see them flourish and strongly…
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News and Media
April 23, 2021

How COVID impacted customer experience in Australia

CSBA’s Annual SenseCX assessment of the CX performance of major Australian companies and organisations demonstrates that customer experience really suffered…
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News and Media
April 1, 2021

Sessions from CSBA’s Energy Network Forum 2021

CSBA's Energy Network Forum 2021 was a wonderful opportunity to gather like-minded CX professional to discuss the future of customer…
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News and Media
February 12, 2021

CSBA Quarterly Agent Awards | Oct-Dec 2020

People are at the heart of everything we do here at CSBA. We love to see them flourish and strongly…
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News and Media
January 11, 2021

Contact Centres in COVID-19 Times: Why the Customer Experience has never mattered more

According to Microsoft’s 2019 Global State of Multichannel Customer Service Report, an astonishing 95% of consumers say that customer service…
Paul van Veenendaal
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News and Media
December 16, 2020

Off the floor and out the door: how enhancing the customer experience can transform automotive brands’ prospects in tough times

In today’s economic climate, the automotive industry is doing it tough, with figures from the Australian Automotive Dealers Association and…
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News and Media
November 6, 2020

CSBA Quarterly Agent Awards | July – Sept 2020

People are at the heart of everything we do here at CSBA. We love to see them flourish and strongly…
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News and Media
October 26, 2020

Using Chat Bot / Live Chat to support customers in time of crisis

A COVID-19 story With COVID-19 forcing Australia to go into lockdown, councils across the country responded quickly, dividing their teams…
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News and Media
October 6, 2020

Measuring EASE

Our philosophy on 'Measuring Ease' Customers want the right outcome. What it simply means is "Give me what I need,…
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CX ReportsNews and Media
July 31, 2020

While 2020 challenges us like we’ve never been challenged – there may just be a silver lining….

The events of 2020 have challenged us in ways we never could have imagined. But, as uncertainty engulfed us and terms…
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News and Media
July 28, 2020

CSBA Quarterly Agent Awards | Apr – Jun 2020

People are at the heart of everything we do here at CSBA. We love to see them flourish and strongly…
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News and Media
June 9, 2020

CSBA Quarterly Agent Awards | Jan – Mar 2020

People are at the heart of everything we do here at CSBA. We love to see them flourish and strongly…
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News and Media
June 4, 2020

Creating better experiences for vulnerable customers

The impact of the COVID-19 crisis means that we’re seeing more and more vulnerable people reaching out for help. Taking…
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News and Media
May 11, 2020

Tips to set agents up for success when working from home

As we navigate these unprecedented times and shift to new ways of working, there are some practical things you can…
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News and Media
May 11, 2020

The 5 essential ingredients for a customer centric culture

One of the questions we get asked all the time is ‘what do we need to do to create a…
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