Articles

30 Apr 2024

Pipeline of Excellence

Interview with Kylie Oakenfull from Iplex Australia about how ICSS certification supports their industry leadership.

5 Apr 2024

Elevating the Shopping Experience

CSIA talks to Thomas McIntyre, Retail and Customer Experience Manager at the multi-award winning Pacific Fair Shopping Centre.

12 Mar 2024

The crucial role of customer experience in Healthcare

Rosemary Hotten shares her insights into the importance of customer experience within the healthcare sector

19 Dec 2023

What Award Winning Organisations are Doing Right Now

Lessons from judging the 2023 Australian Service Excellence Awards

10 Dec 2023

The Renaissance of Real, Thanks to AI

Luke Jamieson, CX thought leader shares his insights on the impact of AI

14 July 2023

Top 9 Customer Service Metrics To Measure

Christine Churchill, CEO, Customer Service Institute of America lists her top nine customer service metrics to measure

30 June 2023

Reinventing Amazing Customer Care

Interview with Claire Smith, Director, Optus

31 May 2023

Highlights from the 2023 CX Showcase

Todd Gorsuch, CEO, Customer Science Group shares his highlights from presentations at the 2023 CX Showcase.

31 Mar 2023

Creating a Great Customer Experience

CSIA spoke to customer experience practitioner, Susan Jeffery about her tips and insights into how you can provide the very best customer experience.

31 Mar 2023

Delivering a fair outcome for all

Interview with David Locke, AFCA’s Chief Ombudsman and Chief Executive Officer

31 Mar 2023

Sydney Water's Customer Experience Shaping Future Initiatives

Interview with Nicole McCarthy, Head of Contact Centres, Sydney Water about how ICSS is supporting Sydney Water to deliver world class customer experiences

31 Oct 2022

Wilson Security: A Secure Choice

CSIA interviews Janine Hill, CX Manager, Wilson Security about how their partnership with CSIA has supported them to excel for their customers.

30 June 2022

ICSS Case Study - NHVR

How NHVR is using ICSS to support their customer-centric journey.

30 June 2022

Service NSW: Stepping up in times of crisis

CSIA spoke with Susan Ferguson, Director Contact Centres – Production at Service NSW, talks about the dedication of its staff and why excellent customer service is vital.

31 Mar 2022

How Aussie Broadband become a customer service hero

Interview with Janet Granger-Wilcox, General Manager Corporate Affairs at Aussie Broadband

31 Mar 2022

Achieving Customer Service Excellence with ICSS Certification

Interview with McMillan Shakespeare about how ICSS has helped shape service excellence.

31 Mar 2022

Optus: Empowering the people

Interview with Rohan Ashton, Head of Enterprise PMO at Optus

29 Sept 2021

Delivering top-tier customer service

How Queensland's Department of Transport and Main Roads has been delivering consistent customer satisfaction and improved customer experiences.

29 Sept 2021

Attuned to a flexible workplace

Interview with Terem CEO Scott Middleton and Attune CCO Tim Buzza about the Attune joint-venture and how it will improve workplace flexibility.

30 June 2021

So, you think you know what your customers want?

Brett Gumbley, Director, Antenna shares his insights into creating great customer experiences

30 June 2021

MATE is building connections that really matter

Interview with Mark Fazio, CEO, MATE about their 2020 ASEA’s Customer Service Team of the Year win.

30 June 2021

The Re-emergence of Emotional Intelligence 

Aaron Hines, CEO of Clarity Education shares his thoughts on EQ

31 Mar 2021

2020 Customer Service Executive of the Year

2020 ASEA Executive of the Year Lisa Dowie shares her thoughts on her role as the Chief Customer Officer of Property Exchange Australia (PEXA)

31 Mar 2021

Centorrino Technologies: 2020 Best of the Best

CSIA talks to Adam Centorinno about how Centorrino Technologies won the 2020 ASEA Best of the Best award.

31 Mar 2021

The Benefits of Customer Collaboration in Service Design

Jeremy Larkins, Executive Director, CSIA, shares how the International Customer Service Standard supports customer-lead service design.

30 June 2020

No Small Feat

The experience of redesigning the International Customer Service Standard was a challenging one, write Sam Blaxland, Managing Director, Antenna

31 Mar 2020

No Small Feat

Sam Blaxland shares his reflections on the 2019 review of the International Customer Service Standard.