A pathology test can be a critical moment in a person’s healthcare journey. As Australia’s second-largest pathology provider, Healius processes millions of tests annually. However, behind the clinical precision of the laboratory lies a human experience that begins long before a needle meets a vein. It’s the responsibility of Nathan Kellie, National CX Insights Manager …
Anne-Kathrine Nissen, the CX Design Lead for H &M, doesn’t just see a business that sells products to customers. She sees a massive, living web of human interactions. The story of H&M’s transformation, as told by Anne-Kathrine, isn’t about a new app or a flashier website. It is a story about using holistic design to …
At this week’s Qualtrics Experience Live event in Sydney, the conversation focused on the impact and potential of AI in terms of Voice-of-Customer (VoC) and customer feedback analysis. Despite recent negative sentiment in the VoC market—highlighted by Medallia’s financial challenges and Qualtrics’ own recent funding hurdles—the event presented an optimistic future for the sector, centred …
An audience of over 600 professionals across CX, IT, and operations attended Zendesk’s Future of Service event in Sydney last week. The event focused heavily on how AI has become a core component of high-value customer and employee experiences. As well as showcasing a range of local success stories from brands such as Petstock, MYOB, …
Transforming customer experience in a large-scale not-for-profit takes both empathy and operational precision, especially when services support people at moments of vulnerability. At Uniting NSW.ACT, that transformation is being accelerated by embedding service design capability and three practical shifts: Uniting NSW.ACT is one of Australia’s largest and most prominent not-for-profit community service organisations. With a …
Organisations today are unknowingly carrying a potential burden of invisible risk. Most chats, calls, emails and social media interactions are not monitored or evaluated. Erik van Eekelen, Founder and CEO of Icana.AI, advises, “Traditional Quality Assurance (QA) processes typically analyse only a very small fraction of customer interactions, often less than 2%, which means the …
For an organisation that connects millions of Australians every day, the shift toward artificial intelligence is about amplifying the human element. At the centre of this transformation is Michelle Francis, General Manager of Customer Success at Australia Post. Managing an ecosystem that serves millions of senders and receivers, Michelle’s mission is clear – modernise the …
Last week, the vineyards of the Hunter Valley served as the backdrop for the 13th annual Customer 360 Symposium. Bringing together over 150 of the region’s most influential CX and customer insights leaders. If you missed the morning mists and the deep-dive sessions, here is the essential roundup of what shaped the conversations this year. …
The digital customer journey, traditionally viewed as a linear progression from awareness to purchase, has evolved into a dynamic, ‘always-on’ ecosystem. Every digital touchpoint—from a social media scroll to a voice-activated search—serves as a data signal that informs a brand’s understanding of a consumer. On their journey, customers often jump between discovery and deep research …
In the traditional world of Business Process Outsourcing (BPO), the industry was long defined by ‘bums on seats’ and labour arbitrage. Success was measured by how many calls you could churn through and how cheaply you could do it. But for CDM Direct, a specialist operating in high-stakes sectors like automotive, Aged Care, and the …