How Macquarie Bank and Lendlease Link Employee and Customer Experience
Customer expectations are changing, and in a digital-first world you need to stand out to stay ahead. Learn why Macquarie Bank and Lendlease think employee and customer experience are linked, and how trust is key to success in both.
How Salesforce Helped PaySauce Transform From a Startup to a Scale-Up
Moving to Salesforce was a big jump for SaaS employment solutions platform PaySauce. But as the platform’s Head of Sales and Marketing explains, the move was essential in bringing the team on the same page and helping them gear up for growth.
Customer-Centricity Is Critical to Australia’s Future as a Renewable Energy Superpower
Net-zero targets and the imperative for accelerated decarbonisation requires that the full potential of customer (demand-side) participation is harnessed to ensure a sustainable energy system. The transition is happening but, to be successful, energy companies must build trust with the emerging energy prosumer, and ensure community social licence. Drawing on insights from AGL, Telstra Energy, and EnergyLab — Australia's largest climate tech startup accelerator — our own Industry Director of Energy & Utilities, Joe Delaney, explains why.
How True Alliance Helps Design Lifelong Relationships
Every business wants to craft long-lasting relationships with their customers — and that’s particularly true in fashion, which calls for up-to-the-minute connection.
Great Customer Experience Starts With Employee Experience
Many businesses talk about the importance of customer experience (CX), but few realise that the secret to great customer service is to start with ensuring your employees have a good experience (EX) and creating a positive workplace culture, especially in a work-from-anywhere world.
How BizCover Services 200,000 Small Business Customers With Smart Business Automation
It is no small task to scale a customer service team to handle 200,000 complex customers, across multiple jurisdictions. With a team of just 20 people it seems near impossible — but as BizCover have proved it can be done. Brad Hoyle, Operational Excellence Manager at BizCover shares how the team tailored their use of Salesforce from manual case management into transformative highly automated business systems.
Digital Transformation Lessons: Canva, Foxtel and The Warehouse Group
In the face of a rapidly evolving business landscape, organisations are looking for a leg-up when implementing significant change. We sat down with Canva, The Warehouse Group and Foxtel to hear the lessons they learned along the way.
Great Minds of Service: 5 Stand-out Stats and How to Use Them in Your Own Organisation
Our ‘Great Minds of Service’ webinar series is underway, and we’ve already heard crucial insights and advice from experts and Trailblazers. In this blog, we’ll deconstruct some of the most compelling numbers we’ve heard so far and look at how you can take similar approaches to transforming customer experience in your business.
How the Warehouse Group Tracks CLV for an Effective Marketing Strategy
Michelle Anderson, Chief Digital Officer at The Warehouse Group, shares more about customer lifetime value and why the benefits of measuring CLV is worth the challenge.
Customer Service Essentials In Retail This Holiday Season
With holiday season approaching, we are bringing retailers 12 ways to offer excellent customer experience in your retail business — online or in person.