News and Media 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…csbaadminApril 7, 2022
News and Media Are you measuring customer emotion? Customers are emotional beings. When you can connect with their emotions, you win the opportunity to earn their loyalty. …csbaadminMarch 17, 2022
News and Media 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…csbaadminFebruary 28, 2022
News and Media 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…csbaadminFebruary 9, 2022
News and Media 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…csbaadminFebruary 3, 2022
News and Media Prioritising trust The pandemic has raised the bar for customer expectations but fortunately a recent fund study shows member trust levels have…Belinda CecchiniDecember 17, 2021
News and Media 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 CecchiniDecember 14, 2021
News and Media 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…csbaadminDecember 6, 2021
News and Media “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…csbaadminNovember 11, 2021
News and Media 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…csbaadminOctober 5, 2021