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
February 22, 2024

New year, good time to strengthen your retirement income strategy

There’s something about the start of a new year that gives us the impetus to make a change. Often, the…
News and Media
February 16, 2024

CSBA Quarterly Agent Awards | October – December 2023

Celebrating the work of those on the front line of customer service   Going above and beyond: Individuals taking CX…
News and Media
January 9, 2024

Internal vs External QA: The Value of Objectivity

As published in the latest edition of Contact Centre Magazine.   Successful customer-centric businesses understand the critical role played by…
CSBA-Quarterly-Agent-AwardsNews and Media
November 3, 2023

CSBA Quarterly Agent Awards | July – September 2023

Celebrating the work of those on the front line of customer service   The Power of One: Individuals making an…
News and Media
October 26, 2023

Loyalty among Super fund members at its strongest in three years: new CSBA report

Results from the latest CSBA FEAL Superannuation CX Benchmarking report showed a significant rise in member loyalty over a six-month period. The…
News and Media
July 27, 2023

Challenges Ahead: Australian Automotive Sector Struggles to Meet Customer Expectations, Reveals CSBA Report

The Automotive sector in Australia is evolving. Supply chain issues continue to affect the availability of new vehicles and parts;…
CSBA-Quarterly-Agent-AwardsNews and Media
July 19, 2023

CSBA Quarterly Agent Awards | April-June 2023

Celebrating the work of those on the front line of customer service   Sharing a little of yourself to build…
News and Media
July 11, 2023

Deakin takes the crown in 2023!

Deakin University has won the 2023 ATEM Customer Service Excellence Awards Deakin University has taken the #1 position in the…
News and Media
July 6, 2023

Satisfaction among Super fund members has not recovered from big fall in 2022: new CSBA report

Results from the latest CSBA FEAL Superannuation CX Benchmarking report showed no improvement in customer experience in the previous 12…
News and Media
May 24, 2023

The Essential Services Commission raises the bar with ongoing CX benchmarking

The ESC Water Performance Report for 2021-22 showed a small improvement in the overall average score for customer experience in…
News and Media
May 10, 2023

Is your retirement income strategy hitting the mark?

The Retirement Income Covenant came into effect on 1 July 2022 and Super funds have responded in different ways. So,…
CSBA-Quarterly-Agent-Awards-Jan-Mar-2022News and Media
May 9, 2023

CSBA Quarterly Agent Awards | Jan-March 2023

Celebrating the work of those on the front line of customer service   It's personalised service that your customers remember.…
Energy-Sector-Customer-Satisfaction-Unchanged-in-2022-CSBANews and Media
April 12, 2023

Energy Sector Customer Satisfaction Unchanged in 2022: CSBA

New research from the CSBA CX benchmarking program Energy customer satisfaction remained stable in 2022 according to results from the…
How-Councils-Get-CX-Right-(and-Wrong)News and Media
April 11, 2023

How Councils Get CX Right (and Wrong)

LGProcast Episode 12 - How Councils Get CX Right (and Wrong) Hear from our CX Director for Local Government, Kate…
Duration-and-Communication-now-equally-important-to-gas-customers_updatedNews and Media
April 6, 2023

Duration and Communication now equally important to gas customers

Duration and Communication were the top two drivers of satisfaction for all customer touchpoints with gas customers, according to results…
CSBA-Agent-of-the-Year-Award-2022News and Media
March 8, 2023

CSBA Agent of the Year Award 2022

Celebrating the work of those on the front line of customer service   Yutong Zeng from City of Kingston is…
News and Media
February 28, 2023

Do you really know why your members are leaving?

Market research continues to show that it costs more to acquire a new customer than retain an existing one. Depending…
CSBA-Quarterly-Agent-Awards-Oct-Dec-2022News and Media
February 1, 2023

CSBA Quarterly Agent Awards | Oct-Dec 2022

Celebrating the work of those on the front line of customer service   A commitment to continuous improvement is what…
News and Media
January 18, 2023

Tertiary education sector tops SenseCX benchmark results

Australian National University is ranked #1 according to the January 2023 SenseCX Benchmark results, which compared the performance of 204…
News and Media
December 15, 2022

How do you retain customers for the long game?

Customer Experience is fast becoming a ticket to play in the Super sector Recognising that loyalty improves retention – that’s…
The-true-value-of-hiring-external-CX-expertsNews and Media
December 2, 2022

The true value of hiring external CX experts

Outsourcing CX insights from best practice experts Vs Insourcing. Are you asking the right questions? Organisations often make the mistake…
CSBA-Quarterly-Agent-Awards-July-Sept-2022News and Media
November 8, 2022

CSBA Quarterly Agent Awards | July-Sept 2022

Celebrating the work of those on the front line of customer service   Understanding your customer's unique situation is the…
News and Media
October 12, 2022

Super fund members need reassurance, meaningful engagement in a volatile market

New CSBA report shows low retirement confidence, decline in satisfaction Timely and meaningful customer interactions are critical in providing reassurance…
Dealing-with-banks-not-getting-any-easier-new-CSBA-benchmarking-results-showNews and Media
October 7, 2022

Dealing with banks not getting any easier: new CSBA benchmarking results show

Ease – the effort a customer expends to achieve their goals – continues to decline for banks when it comes to…
CSBA-Quarterly-Agent-AwardsNews and Media
August 10, 2022

CSBA Quarterly Agent Awards | April-June 2022

Celebrating the work of those on the front line of customer service   Going above and beyond to put customers…
News and Media
August 9, 2022

Hunter Water tops latest CX benchmark ranking of 203 major Australian companies in 7 sectors

Latest SenseCX Benchmark results show only the best are getting better   Hunter Water is #1 in customer experience excellence,…
News and Media
August 4, 2022

Trust and loyalty for Super funds hit new low: CSBA benchmarking

New insights from the CSBA FEAL Superannuation CX benchmarking program   The customer experience of Super fund members suffered a…
CSBA-Quarterly-Agent-Awards-Jan-Mar-2022News and Media
June 30, 2022

CSBA Quarterly Agent Awards | Jan-Mar 2022

Celebrating the work of those on the front line of customer service   It's all about the 'care factor'  The…
News and Media
June 16, 2022

Holmesglen wins the 2022 ATEM Customer Service Excellence Award

Holmesglen ranks #1 in Customer Service - again!  Wins the 2022 ATEM Customer Service Excellence Award Holmesglen TAFE has maintained…
Energy-sector-customer-satisfaction-in-2021-encouraging,-but-still-needs-liftingNews 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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