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AI Governance, Risk & ReadinessTen questions on the side of AI nobody enjoys until something goes wrong — accountability, privacy, disclosure, monitoring after launch, vendor due diligence and knowing when to switch it off.

Every topic these questions touch on is covered properly in the CX Hub — all our resources in one place, so you’re not hunting across the site for them.

, every topic these questions touch on is covered properly in your CX Hub — all our resources in one place, so you’re not hunting across the site for them.

Everyone on your membership has the full CX Hub — all our resources in one place, so your team isn’t hunting across the site for them.

• Questions10, multiple choice
• TimeAbout 5 minutes
• LevelAdvanced
• CostFree to take Visitor accessYou’ll get your score and see which answers you got wrong at the end. A free Subscriber account shows you the correct answer as you go, and how your score compares to everyone else’s. 0% AI Governance, Risk & Readiness

The side of AI nobody enjoys until something goes wrong — accountability, privacy, disclosure, monitoring after launch, vendor due diligence and knowing when to switch it off. Ten questions for anyone who has to sign off on putting AI in front of customers.

The number of attempts remaining is 1

1 / 10

A vendor cannot tell you what data their model was trained on. What does that mean for your risk assessment?

It is an accepted, documented risk rather than a resolved one   It is acceptable provided the vendor holds a security certification   It is irrelevant if the model performs well in testing   It rules the vendor out entirely  if(typeof window.quizOptions\_84 === 'undefined'){ window.quizOptions\_84 = []; } window.quizOptions\_84['309'] = 'eyJxdWVzdGlvbl9hbnN3ZXIiOnsiMTIyOCI6IjEiLCIxMjI5IjoiMCIsIjEyMzAiOiIwIiwiMTIzMSI6IjAifX0=';     2 / 10

Which governance control most reduces the harm from an AI error reaching a customer?

Monitoring that surfaces errors quickly, and the ability to roll back   A more detailed pre-launch testing programme   A disclaimer in the terms of use   Restricting the tool to low-value customers initially  if(typeof window.quizOptions\_84 === 'undefined'){ window.quizOptions\_84 = []; } window.quizOptions\_84['310'] = 'eyJxdWVzdGlvbl9hbnN3ZXIiOnsiMTIzMiI6IjEiLCIxMjMzIjoiMCIsIjEyMzQiOiIwIiwiMTIzNSI6IjAifX0=';     3 / 10

What is model drift, and why does it matter after go-live?

Performance degrading over time as real-world inputs move away from the training data   The model producing different answers to the same question   Gradual increases in response latency as usage grows   Staff using the tool differently from how it was intended  if(typeof window.quizOptions\_84 === 'undefined'){ window.quizOptions\_84 = []; } window.quizOptions\_84['305'] = 'eyJxdWVzdGlvbl9hbnN3ZXIiOnsiMTIxMiI6IjEiLCIxMjEzIjoiMCIsIjEyMTQiOiIwIiwiMTIxNSI6IjAifX0=';     4 / 10

Which is the most important thing to establish before a pilot, rather than after?

What result would make you stop, and who has the authority to call it   The projected cost saving at full deployment   Which team will own the tool long term   How the rollout will be communicated to customers  if(typeof window.quizOptions\_84 === 'undefined'){ window.quizOptions\_84 = []; } window.quizOptions\_84['306'] = 'eyJxdWVzdGlvbl9hbnN3ZXIiOnsiMTIxNiI6IjEiLCIxMjE3IjoiMCIsIjEyMTgiOiIwIiwiMTIxOSI6IjAifX0=';     5 / 10

What is usually missed when the workforce impact of automation is considered?

The remaining work becomes harder, because the straightforward contacts are the ones automated   Staff will need training on the new system   Some roles will become redundant over time   Change is unsettling and should be communicated carefully  if(typeof window.quizOptions\_84 === 'undefined'){ window.quizOptions\_84 = []; } window.quizOptions\_84['311'] = 'eyJxdWVzdGlvbl9hbnN3ZXIiOnsiMTIzNiI6IjEiLCIxMjM3IjoiMCIsIjEyMzgiOiIwIiwiMTIzOSI6IjAifX0=';     6 / 10

Why does an AI system that makes decisions about customers need an audit trail?

So a specific decision can be reconstructed and explained after the fact   So the vendor can be billed accurately for usage   So the model can be retrained on its own outputs   So response times can be reported to the board  if(typeof window.quizOptions\_84 === 'undefined'){ window.quizOptions\_84 = []; } window.quizOptions\_84['304'] = 'eyJxdWVzdGlvbl9hbnN3ZXIiOnsiMTIwOCI6IjEiLCIxMjA5IjoiMCIsIjEyMTAiOiIwIiwiMTIxMSI6IjAifX0=';     7 / 10

What is the strongest reason to disclose to customers that they are dealing with AI?

It preserves trust, which is far more expensive to rebuild than to maintain   It reduces the volume of complex enquiries received   It transfers responsibility for errors to the customer   It is universally required by Australian law  if(typeof window.quizOptions\_84 === 'undefined'){ window.quizOptions\_84 = []; } window.quizOptions\_84['308'] = 'eyJxdWVzdGlvbl9hbnN3ZXIiOnsiMTIyNCI6IjEiLCIxMjI1IjoiMCIsIjEyMjYiOiIwIiwiMTIyNyI6IjAifX0=';     8 / 10

An AI assistant gives a customer incorrect information about their entitlement. Who is accountable?

The organisation that deployed it, regardless of what the vendor contract says   The vendor that supplied the model   Nobody, provided the customer was told they were speaking to AI   The agent who was supervising the conversation  if(typeof window.quizOptions\_84 === 'undefined'){ window.quizOptions\_84 = []; } window.quizOptions\_84['302'] = 'eyJxdWVzdGlvbl9hbnN3ZXIiOnsiMTIwMCI6IjEiLCIxMjAxIjoiMCIsIjEyMDIiOiIwIiwiMTIwMyI6IjAifX0=';     9 / 10

How should bias be tested before an AI tool goes in front of customers?

By comparing outcomes across customer groups using data that reflects who you actually serve   By reviewing the vendor documentation on training data   By checking overall accuracy is above the agreed threshold   By asking staff whether the responses seem fair  if(typeof window.quizOptions\_84 === 'undefined'){ window.quizOptions\_84 = []; } window.quizOptions\_84['307'] = 'eyJxdWVzdGlvbl9hbnN3ZXIiOnsiMTIyMCI6IjEiLCIxMjIxIjoiMCIsIjEyMjIiOiIwIiwiMTIyMyI6IjAifX0=';     10 / 10

What is the first privacy question to ask before sending customer data to a third-party AI service?

What data leaves our environment, where does it go, and is it used to train the vendor model   Whether the vendor holds an information security certification   Whether the service is faster than the current process   Whether customers have accepted the website terms of use  if(typeof window.quizOptions\_84 === 'undefined'){ window.quizOptions\_84 = []; } window.quizOptions\_84['303'] = 'eyJxdWVzdGlvbl9hbnN3ZXIiOnsiMTIwNCI6IjEiLCIxMjA1IjoiMCIsIjEyMDYiOiIwIiwiMTIwNyI6IjAifX0=';         Did you enjoy the quiz? Share it with others in your network.

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#ays_finish_quiz_84 .action-button.ays_download_certificate { white-space: nowrap; padding: 5px 10px; } #ays-quiz-container-84 #ays_finish_quiz_84 .action-button.ays_arrow { color:#ffffff!important; white-space: nowrap; padding: 5px 10px; } #ays-quiz-container-84 input#ays-submit:hover, #ays-quiz-container-84 input#ays-submit:focus, #ays-quiz-container-84 #ays_finish_quiz_84 .action-button:hover, #ays-quiz-container-84 #ays_finish_quiz_84 .action-button:focus, #ays-quiz-container-84 + .ays-quiz-category-selective-main-container .ays-quiz-category-selective-restart-bttn:hover, #ays-quiz-container-84 .ays-quiz-category-selective-submit-bttn:focus { box-shadow: 0 0 0 2px #ffffff; background-color: #0c7a89; } #ays-quiz-container-84 .ays_restart_button { color: #ffffff; } #ays-quiz-container-84 .ays_restart_button_p { display: flex; justify-content: center; flex-wrap: wrap; } #ays-quiz-container-84 .ays_buttons_div { justify-content: center; } #ays-quiz-container-84 .step:first-of-type .ays_buttons_div { justify-content: center !important; } #ays-quiz-container-84 .ays_quiz_results_page .ays_score span { visibility: visible; } #ays-quiz-container-84 input[type='button'], #ays-quiz-container-84 input[type='submit'] { color: #ffffff !important; outline: none; } div#ays-quiz-container-84 .ays-quiz-questions-nav-wrap .ays-quiz-questions-nav-item .ays_questions_nav_question:focus-visible, div#ays-quiz-container-84 input[type='button']:focus-visible, div#ays-quiz-container-84 input[type='submit']:focus-visible { outline: -webkit-focus-ring-color auto 1px; } #ays-quiz-container-84 #ays_finish_quiz_84 i.ays_early_finish.action-button[disabled]:hover, #ays-quiz-container-84 #ays_finish_quiz_84 i.ays_early_finish.action-button[disabled]:focus, #ays-quiz-container-84 #ays_finish_quiz_84 i.ays_early_finish.action-button[disabled], #ays-quiz-container-84 #ays_finish_quiz_84 i.ays_arrow.action-button[disabled]:hover, #ays-quiz-container-84 #ays_finish_quiz_84 i.ays_arrow.action-button[disabled]:focus, #ays-quiz-container-84 #ays_finish_quiz_84 i.ays_arrow.action-button[disabled] { color: #aaa !important; } #ays-quiz-container-84 .ays_finish.action-button{ margin: 10px 5px; } #ays-quiz-container-84 .ays-share-btn.ays-share-btn-branded { color: #fff; margin-bottom: 5px; display: inline-block; } #ays-quiz-container-84 .ays-quiz-question-title-text-to-speech-icon { cursor: pointer; position: absolute; left: 0px; top: 0px; z-index: 1; } div#ays-quiz-container-84.ays-quiz-container .ays-quiz-question-title-text-to-speech-icon svg path { fill: #08363f; } / Question answers / #ays-quiz-container-84 .ays-field { border-color: #dde6e7; border-style: solid; border-width: 1px; box-shadow: none;flex-direction: row-reverse; } #ays-quiz-container-84 .ays-quiz-answers .ays-field:hover{ opacity: 1; } #ays-quiz-container-84 #ays_finish_quiz_84 .ays-field label.ays_answer_caption[for^='ays-answer-'] { z-index: 1; position:initial;bottom:0;} #ays-quiz-container-84 #ays_finish_quiz_84 .ays-field input~label[for^='ays-answer-'] { padding: 5px; } #ays-quiz-container-84 #ays_finish_quiz_84 .ays-field { margin-bottom: 12px; position: relative; } #ays-quiz-container-84 #ays_finish_quiz_84 .ays_grid_view_container .ays-field.ays_grid_view_item { / width: calc(50% - 6px); / width:calc(100% /2 - 4px);; } #ays-quiz-container-84 #ays_finish_quiz_84 .ays-field.ays_grid_view_item:nth-child(odd) { margin-right: 6px; }#ays-quiz-container-84 #ays_finish_quiz_84 .ays-field.ays_grid_view_item:nth-child(odd) { margin-right: 6px; }#ays-quiz-container-84 img.ays-quiz-check-button-right-wrong-icon { position: absolute; right: 15px; bottom: 15px; } #ays-quiz-container-84 img.ays-quiz-check-button-right-wrong-icon[data-type='style-9'] { width: 20px; } #ays-quiz-container-84 .ays_quiz_results .step[data-type='fill_in_blank'] img.ays-quiz-check-button-right-wrong-icon { right: 10px; bottom: 40px; } #ays-quiz-container-84 .ays_quiz_results .step[data-type='fill_in_blank'] .ays_fieldset img.ays-quiz-check-button-right-wrong-icon { right: 15px; bottom: 20px; } #ays-quiz-container-84 #ays_finish_quiz_84 .ays-field input:checked+label:before { border-color: #0c7a89; background: #0c7a89; background-clip: content-box; } #ays-quiz-container-84 .ays-quiz-answers div.ays-text-right-answer { color: #08363f; } / Answer maximum length of a text field / #ays-quiz-container-84 .ays_quiz_question_text_message{ color: #08363f; text-align: left; font-size: 12px; } div#ays-quiz-container-84 div.ays_quiz_question_text_error_message { color: #ff0000; } / Questions answer image / #ays-quiz-container-84 .ays-answer-image { width:15em; height:150px; object-fit: cover; } / Questions answer right/wrong icons / #ays-quiz-container-84 .ays-field input~label.answered.correct:after{ content: ''; } #ays-quiz-container-84 .ays-field input~label.answered.wrong:after{ content: ''; } #ays-quiz-container-84 .ays-quiz-answers .ays-field label.answered[for^='ays-answer-']::after{ content: none!important; } #ays-quiz-container-84 .ays-field label.answered:last-of-type:after{ height: auto; left: 10px;top: 10px;} / Dropdown questions / #ays-quiz-container-84 .select2-container--default .select2-search--dropdown .select2-search__field:focus, #ays-quiz-container-84 .select2-container--default .select2-search--dropdown .select2-search__field { outline: unset; padding: 0.75rem; } #ays-quiz-container-84 #ays_finish_quiz_84 .ays-field .select2-container--default .select2-selection--single { border-bottom: 2px solid #0c7a89; background-color: #0c7a89; } #ays-quiz-container-84 .ays-field .select2-container--default .select2-selection--single .select2-selection__rendered, #ays-quiz-container-84 .ays-field .select2-container--default .select2-selection--single .select2-selection__placeholder, #ays-quiz-container-84 .ays-field .select2-container--default .select2-selection--single .select2-selection__arrow { /color: #f38576;/ color: #ffffff; line-height: 40px; padding-left: 8px; padding-right: 20px; } #ays-quiz-container-84 .ays-field .select2-container--default .select2-selection--single .select2-selection__rendered, #ays-quiz-container-84 .select2-container--default .select2-results__option--highlighted[aria-selected] { background-color: #0c7a89; } #ays-quiz-container-84 .ays-field .select2-container--default, #ays-quiz-container-84 .ays-field .select2-container--default .selection, #ays-quiz-container-84 .ays-field .select2-container--default .dropdown-wrapper, #ays-quiz-container-84 .ays-field .select2-container--default .select2-selection--single .select2-selection__rendered, #ays-quiz-container-84 .ays-field .select2-container--default .select2-selection--single .select2-selection__rendered .select2-selection__placeholder, #ays-quiz-container-84 .ays-field .select2-container--default .select2-selection--single .select2-selection__arrow, #ays-quiz-container-84 .ays-field .select2-container--default .select2-selection--single .select2-selection__arrow b[role='presentation'] { font-size: 16px !important; } #ays-quiz-container-84 .select2-container--default .select2-results__option { padding: 6px; } / Dropdown questions scroll bar / #ays-quiz-container-84 .select2-results__options::-webkit-scrollbar { width: 7px; } #ays-quiz-container-84 .select2-results__options::-webkit-scrollbar-track { background-color: rgba(12,122,137,0.35); } #ays-quiz-container-84 .select2-results__options::-webkit-scrollbar-thumb { transition: .3s ease-in-out; background-color: rgba(12,122,137,0.55); } #ays-quiz-container-84 .select2-results__options::-webkit-scrollbar-thumb:hover { transition: .3s ease-in-out; background-color: rgba(12,122,137,0.85); } .ays-quiz-wrap #ays-quiz-container-84 + .ays-quiz-powered-by-container{ width:900px; margin: 20px auto; } .ays-quiz-wrap #ays-quiz-container-84 + .ays-quiz-powered-by-container{ width:900px; margin: 20px auto; } / WooCommerce product / #ays-quiz-container-84 .ays-woo-block { background-color: rgba(12,122,137,0.8); } #ays-quiz-container-84 .ays-woo-product-block h4.ays-woo-product-price > a, #ays-quiz-container-84 .ays-woo-product-block h4.ays-woo-product-title > a { color: #08363f; } #ays-quiz-container-1 .ays-woo-product-block h4.ays-woo-product-price > a { text-decoration: unset; } / Audio / Video / #ays-quiz-container-84 .mejs-container .mejs-time{ box-sizing: unset; } #ays-quiz-container-84 .mejs-container .mejs-time-rail { padding-top: 15px; } #ays-quiz-container-84 .mejs-container .mejs-mediaelement video { margin: 0; } / Limitation / #ays-quiz-container-84 .ays-quiz-limitation-count-of-takers { padding: 50px; } #ays-quiz-container-84 div.ays-quiz-results-toggle-block span.ays-show-res-toggle.ays-res-toggle-show, #ays-quiz-container-84 div.ays-quiz-results-toggle-block span.ays-show-res-toggle.ays-res-toggle-hide{ color: #08363f; } #ays-quiz-container-84 div.ays-quiz-results-toggle-block input:checked + label.ays_switch_toggle { border: 1px solid #08363f; } #ays-quiz-container-84 div.ays-quiz-results-toggle-block input:checked + label.ays_switch_toggle { border: 1px solid #08363f; } #ays-quiz-container-84 div.ays-quiz-results-toggle-block input:checked + label.ays_switch_toggle:after{ background: #08363f; } #ays-quiz-container-84.ays_quiz_elegant_dark div.ays-quiz-results-toggle-block input:checked + label.ays_switch_toggle:after, #ays-quiz-container-84.ays_quiz_rect_dark div.ays-quiz-results-toggle-block input:checked + label.ays_switch_toggle:after{ background: #000; } / Hestia theme (Version: 3.0.16) | Start / #ays-quiz-container-84 .mejs-container .mejs-inner .mejs-controls .mejs-button > button:hover, #ays-quiz-container-84 .mejs-container .mejs-inner .mejs-controls .mejs-button > button { box-shadow: unset; background-color: transparent; } #ays-quiz-container-84 .mejs-container .mejs-inner .mejs-controls .mejs-button > button { margin: 10px 6px; } / Hestia theme (Version: 3.0.16) | End / / Go theme (Version: 1.4.3) | Start / #ays-quiz-container-84 label[for^='ays-answer']:before, #ays-quiz-container-84 label[for^='ays-answer']:before { -webkit-mask-image: unset; mask-image: unset; } #ays-quiz-container-84 .ays_question_report { text-align: right; } div#ays-quiz-container-84 .ays_question_report .ays-quiz-open-report-window { fill: #08363f; } #ays-quiz-container-84 .ays-export-quiz-button-container { position: relative; right: 100px; top: -5px; right: -5px; margin: 0; z-index: 1000; display: flex; justify-content: flex-end; } #ays-quiz-container-84.ays_quiz_classic_light .ays-field input:checked+label.answered:before, #ays-quiz-container-84.ays_quiz_classic_dark .ays-field input:checked+label.answered:before { background-color: #0c7a89 !important; } #ays-quiz-container-84.ays_quiz_classic_light .ays-field input:checked+label.answered.correct:before, #ays-quiz-container-84.ays_quiz_classic_dark .ays-field input:checked+label.answered.correct:before { background-color: #27ae60 !important; } #ays-quiz-container-84.ays_quiz_classic_light .ays-field input:checked+label.answered.wrong:before, #ays-quiz-container-84.ays_quiz_classic_dark .ays-field input:checked+label.answered.wrong:before { background-color: #cc3700 !important; } / Go theme (Version: 1.4.3) | End / #ays-quiz-container-84 .ays_quiz_results fieldset.ays_fieldset .ays_quiz_question .wp-video { width: 100% !important; max-width: 100%; } / Classic Dark / Classic Light / / Dropdown questions right/wrong styles / #ays-quiz-container-84.ays_quiz_classic_dark .correct_div, #ays-quiz-container-84.ays_quiz_classic_light .correct_div{ border-color: green !important; opacity: 1 !important; background-color: rgba(39,174,96,0.4) !important; } #ays-quiz-container-84.ays_quiz_classic_dark .correct_div .selected-field, #ays-quiz-container-84.ays_quiz_classic_light .correct_div .selected-field { padding: 0px 10px 0px 10px; color: green !important; } #ays-quiz-container-84.ays_quiz_classic_dark .wrong_div, #ays-quiz-container-84.ays_quiz_classic_light .wrong_div{ border-color: red !important; opacity: 1 !important; background-color: rgba(243,134,129,0.4) !important; } #ays-quiz-container-84.ays_quiz_classic_dark .ays-field.checked_answer_div.wrong_div input:checked~label, #ays-quiz-container-84.ays_quiz_classic_light .ays-field.checked_answer_div.wrong_div input:checked~label { background-color: rgba(243,134,129,0.4) !important; } #ays-quiz-container-84 .ays_question_result .ays-field .ays_quiz_hide_correct_answer:after{ content: '' !important; } #ays-quiz-container-84 .ays_question_result .ays_quiz_question .ays-quiz-fill-in-blank-input { color: #08363f !important; } #ays-quiz-container-84 .ays_quiz_results .step.ays_question_result:last-child { padding-bottom: 20px; } #ays-quiz-container-84 .ays-quiz-close-full-screen { fill: #08363f; } #ays-quiz-container-84 .ays-quiz-open-full-screen { fill: #08363f; } #ays-quiz-container-84 .ays_quiz_login_form p{ color: #08363f; } / Personality Test | Start / #ays-quiz-container-84 .ays-quiz-personality-result-box .ays-quiz-personality-result-description p { text-align: left; padding: 0; } #ays-quiz-container-84 .ays-quiz-personality-result-box { background: white; border-radius: 17px; box-shadow: 0px 0px 20px rgba(98, 85, 165, 0.1); /padding: 30px 3% 40px;/ padding: 20px 30px; margin: 30px 0; font-size: 16px; } #ays-quiz-container-84 .ays-quiz-personality-result-box .ays-quiz-personality-result-title { color: #413A5C; font-size: 23px; margin: 0; text-align: left; font-weight: bold; } div#ays-quiz-container-84.ays-quiz-container .ays-quiz-personality-result-box .ays-quiz-personality-result-description { margin: 0; font-size: 16px; text-align: left; color: #413A5C; } div#ays-quiz-container-84.ays-quiz-container .ays-quiz-personality-result-box .ays-quiz-personality-result-description * { color: #413A5C; } #ays-quiz-container-84 .ays-quiz-personality-result-box .ays-quiz-personality-result-progress { width: 100%; background-color: rgba(128, 126, 137, 0.1); border-radius: 15px; position: relative; display: flex; / justify-content: flex-end; / margin-top: 1rem; margin-bottom: 1rem; } #ays-quiz-container-84 .ays-quiz-personality-result-box .ays-quiz-personality-result-progress-end { justify-content: flex-end; } #ays-quiz-container-84 .ays-quiz-personality-result-box .ays-quiz-personality-result-bar { height: 30px; border-radius: 15px; color: white; font-size: 18px; padding: 3px 15px 0; } #ays-quiz-container-84 .ays-quiz-personality-result-box .ays-quiz-personality-result-percentages { position: absolute; width: 100%; padding: 4px 15px; top: 0; -ms-flex-pack: justify; justify-content: space-between; display: -ms-flexbox; display: flex; } #ays-quiz-container-84 .ays-quiz-personality-result-box .ays-quiz-personality-result-keyword-box div, #ays-quiz-container-84 .ays-quiz-personality-result-box .ays-quiz-personality-result-text-dark-purple { color: #413A5C; } #ays-quiz-container-84 .ays-quiz-personality-result-box .ays-quiz-personality-result-text-white { color: #ffffff; } #ays-quiz-container-84 .ays-quiz-personality-result-box .ays-quiz-personality-result-text-percentage { font-weight: bolder; } #ays-quiz-container-84 .ays-quiz-personality-result-box .ays-quiz-personality-result-keyword-box { display: -ms-flexbox; display: flex; -ms-flex-pack: justify; justify-content: space-between; } #ays-quiz-container-84 .ays-quiz-personality-result-box.ays-quiz-personality-result-box-purple .ays-quiz-personality-result-bar { background-color: #6255A5; } #ays-quiz-container-84 .ays-quiz-personality-result-box.ays-quiz-personality-result-box-purple .ays-quiz-personality-result-keyword-text-color { color: #6255A5; } #ays-quiz-container-84 .ays-quiz-personality-result-box.ays-quiz-personality-result-box-yellow .ays-quiz-personality-result-bar { background-color: #F2C94C; } #ays-quiz-container-84 .ays-quiz-personality-result-box.ays-quiz-personality-result-box-yellow .ays-quiz-personality-result-keyword-text-color { color: #F2C94C; } #ays-quiz-container-84 .ays-quiz-personality-result-box.ays-quiz-personality-result-box-green .ays-quiz-personality-result-bar { background-color: #88D29D; } #ays-quiz-container-84 .ays-quiz-personality-result-box.ays-quiz-personality-result-box-green .ays-quiz-personality-result-keyword-text-color { color: #88D29D; } #ays-quiz-container-84 .ays-quiz-personality-result-box.ays-quiz-personality-result-box-red .ays-quiz-personality-result-bar { background-color: #E5A69D; } #ays-quiz-container-84 .ays-quiz-personality-result-box.ays-quiz-personality-result-box-red .ays-quiz-personality-result-keyword-text-color { color: #E5A69D; } #ays-quiz-container-84 .ays-quiz-personality-result-box.ays-quiz-personality-result-box-blue .ays-quiz-personality-result-bar { background-color: #03A9F4; } #ays-quiz-container-84 .ays-quiz-personality-result-box.ays-quiz-personality-result-box-blue .ays-quiz-personality-result-keyword-text-color { color: #03A9F4; } #ays-quiz-container-84 .ays-quiz-personality-result-box div:before, #ays-quiz-container-84 .ays-quiz-personality-result-box div:after { content: unset; } / Personality Test | End / / report questions modal start / .ays-modal-reports { display: none; position: fixed; z-index: 9999; left: 0; top: 0; width: 100%; height: 100%; overflow: auto; background-color: rgba(0, 0, 0, 0.4); animation-duration: .5s; background-color: rgba(0, 0, 0, 0.4); } #ays-quiz-question-report-modal-84 .ays-modal-content-reports { background-color: #fefefe; margin: 10% auto; border: 1px solid #888; max-width: 500px; width: 100%; border-radius: 10px; padding: 20px; box-sizing: border-box; position: relative; } #ays-quiz-question-report-modal-84 .ays-modal-content-reports label{ display: block; margin-bottom: 10px; font-weight: bold; letter-spacing: normal; } #ays-quiz-question-report-modal-84 .ays-modal-content-reports textarea { display: block; width: 100%; height: 100px; padding: 5px; box-sizing: border-box; border-radius: 5px; border: 1px solid #ccc; max-width: 100%; max-height: 500px; resize: vertical; transition: unset; } #ays-quiz-question-report-modal-84 .ays-modal-content-reports input.ays-quiz-submit-question-report { background-color: #0073aa; color: #fff; border: none; border-radius: 5px; padding: 10px 20px; cursor: pointer; margin-top: 20px; line-height: normal; letter-spacing: normal; box-shadow: unset; background-image: unset; } #ays-quiz-question-report-modal-84 .ays-close-reports-window { color: #aaa; font-weight: bold; position: absolute; top: 1%; right: 1%; } #ays-quiz-question-report-modal-84 .ays-close-reports-window img { box-shadow: unset; } #ays-quiz-question-report-modal-84 .ays-close-reports-window img:hover, #ays-quiz-question-report-modal-84 .ays-close-reports-window img:focus { cursor: pointer; } #ays-quiz-question-report-modal-84 .ays-quiz-question-report-error { display: none; font-size: 13px; color: #f00; text-align: left; } #ays-quiz-question-report-modal-84 .ays-quiz-question-report-textarea-label, #ays-quiz-question-report-modal-84 .ays-quiz-question-report-title { text-align: left; } #ays-quiz-question-report-modal-84 .ays_quiz_modal_overlay { width: 100%; height: 100%; position: fixed; top: 0; left: 0; position: absolute; z-index: 1000000000; flex-direction: column; } #ays-quiz-question-report-modal-84 .ays-quiz-container .ays-quiz-user-cհoosing-anonymous-assessment { margin: 10px 0; } / report questions modal end / @media screen and (max-width: 768px){ #ays-quiz-container-84{ max-width: 100%; } div#ays-quiz-container-84 [id^='ays_finish_quiz_'] div.step div.ays-abs-fs { width: 90%; } div#ays-quiz-container-84.ays_quiz_modern_light .step, div#ays-quiz-container-84.ays_quiz_modern_dark .step { padding-right: 0px !important; padding-top: 0px !important; } div#ays-quiz-container-84.ays_quiz_modern_light div.step[data-question-id], div#ays-quiz-container-84.ays_quiz_modern_dark div.step[data-question-id] { background-size: cover !important; background-position: center center !important; } div#ays-quiz-container-84.ays_quiz_modern_light .ays-abs-fs:not(.ays-start-page):not(.ays-end-page), div#ays-quiz-container-84.ays_quiz_modern_dark .ays-abs-fs:not(.ays-start-page):not(.ays-end-page) { width: 100%; } #ays-quiz-container-84 .ays_quiz_question p { font-size: 18px; } #ays-quiz-container-84 .select2-container, div#ays-quiz-container-84 .ays-questions-container form .ays-quiz-answers .ays-field * { font-size: 16px; } div#ays-quiz-container-84 input#ays-submit, div#ays-quiz-container-84 #ays_finish_quiz_84 .action-button, div#ays-quiz-container-84 #ays_finish_quiz_84 .step[data-type='fill_in_blank'] .action-button.ays_check_answer, div#ays-quiz-container-84 #ays_finish_quiz_84 .action-button.ays_restart_button, #ays-quiz-container-84 + .ays-quiz-category-selective-main-container 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Governance, Risk & Readiness - Visitor","description":"<p>The side of AI nobody enjoys until something goes wrong \u2014 accountability, privacy, disclosure, monitoring after launch, vendor due diligence and knowing when to switch it off. Ten questions for anyone who has to sign off on putting AI in front of customers.<\/p>","quiz_image":"","quiz_category_id":"3","question_ids":"302,303,304,305,306,307,308,309,310,311","ordering":"6","published":"1","create_date":"2026-07-31 09:13:06","quiz_url":"https:\/\/acxpa.com.au\/cx-fundamentals-quiz-1\/","intervals":"[{\"interval_min\":\"0\",\"interval_max\":\"30\",\"interval_text\":\"<table class=\\\"acxpa-scores\\\"><tbody><tr><td class=\\\"acxpa-score acxpa-score--you\\\"><span class=\\\"acxpa-score__label\\\">Your score<\\\/span><span class=\\\"acxpa-score__val\\\">%%score%%<\\\/span><\\\/td><td class=\\\"acxpa-score__gap\\\"><\\\/td><td class=\\\"acxpa-score acxpa-score--avg\\\"><span class=\\\"acxpa-score__label\\\">Average score<\\\/span><span class=\\\"acxpa-score__val\\\">%%avg_score%%<\\\/span><\\\/td><\\\/tr><\\\/tbody><\\\/table><div class=\\\"acxpa-res acxpa-res--low\\\"><span class=\\\"acxpa-res__eyebrow\\\">0\\u201330% \\u2014 Room to grow<\\\/span><span class=\\\"acxpa-res__head\\\">Everyone starts somewhere.<\\\/span><span class=\\\"acxpa-res__sub\\\">CX is a broad discipline and these questions don't pull their punches. You can see which ones you got wrong above.<\\\/span><\\\/div><div style=\\\"text-align: left; padding: 18px 20px; border-width: 1px 1px 1px 4px; border-style: solid; border-color: rgb(221, 230, 231) rgb(221, 230, 231) rgb(221, 230, 231) rgb(249, 176, 46); border-image: none; border-radius: 8px; background: rgb(244, 248, 248); margin: 0px 0px 16px;\\\"><p style=\\\"text-align:left;font-size:15.5px;line-height:1.65;margin:0 0 8px;font-weight:700;color:#08363f\\\">ACXPA members don't just get the answers \\u2014 they get the material behind them<\\\/p><p style=\\\"text-align:left;font-size:15.5px;line-height:1.65;margin:0;color:#3a4a4f\\\"><a href=\\\"\\\/cx-hub\\\/\\\" style=\\\"color:#0c7a89;font-weight:700\\\">the CX Hub<\\\/a>, the monthly <a href=\\\"\\\/cx-roundtables\\\/\\\" style=\\\"color:#0c7a89;font-weight:700\\\">CX Roundtables<\\\/a> with senior practitioners, and 80+ tools, calculators, diagnostics and templates you can use at work tomorrow &mdash; including the CX Strategic Maturity Audit and the Persona Wizard. The quizzes are a small corner of it.<\\\/p><\\\/div><p style=\\\"text-align:left;font-size:15.5px;line-height:1.65;margin:0 0 14px;color:#3a4a4f\\\"><a href=\\\"\\\/membership\\\/\\\" style=\\\"color:#0c7a89;font-weight:700\\\">See membership options<\\\/a><\\\/p><p style=\\\"text-align:left;font-size:14.5px;line-height:1.6;margin:0;color:#5d7176\\\">Not ready for that? A <a href=\\\"\\\/subscribe\\\/?src=quiz-result\\\" style=\\\"color:#0c7a89;font-weight:700\\\">free Subscriber account<\\\/a> shows you the correct answer as you go and how your score compares to everyone else's.<\\\/p>\"},{\"interval_min\":\"31\",\"interval_max\":\"55\",\"interval_text\":\"<table class=\\\"acxpa-scores\\\"><tbody><tr><td class=\\\"acxpa-score acxpa-score--you\\\"><span class=\\\"acxpa-score__label\\\">Your score<\\\/span><span class=\\\"acxpa-score__val\\\">%%score%%<\\\/span><\\\/td><td class=\\\"acxpa-score__gap\\\"><\\\/td><td class=\\\"acxpa-score acxpa-score--avg\\\"><span class=\\\"acxpa-score__label\\\">Average score<\\\/span><span class=\\\"acxpa-score__val\\\">%%avg_score%%<\\\/span><\\\/td><\\\/tr><\\\/tbody><\\\/table><div class=\\\"acxpa-res acxpa-res--fair\\\"><span class=\\\"acxpa-res__eyebrow\\\">31\\u201355% \\u2014 Some ground to make up<\\\/span><span class=\\\"acxpa-res__head\\\">A start \\u2014 but this one needs another look.<\\\/span><span class=\\\"acxpa-res__sub\\\">A good number of these went the wrong way, so there is real ground to make up.<\\\/span><\\\/div><div style=\\\"text-align: left; padding: 18px 20px; border-width: 1px 1px 1px 4px; border-style: solid; border-color: rgb(221, 230, 231) rgb(221, 230, 231) rgb(221, 230, 231) rgb(249, 176, 46); border-image: none; border-radius: 8px; background: rgb(244, 248, 248); margin: 0px 0px 16px;\\\"><p style=\\\"text-align:left;font-size:15.5px;line-height:1.65;margin:0 0 8px;font-weight:700;color:#08363f\\\">Membership is how our people close them<\\\/p><p style=\\\"text-align:left;font-size:15.5px;line-height:1.65;margin:0;color:#3a4a4f\\\"><a href=\\\"\\\/cx-hub\\\/\\\" style=\\\"color:#0c7a89;font-weight:700\\\">the CX Hub<\\\/a>, the monthly <a href=\\\"\\\/cx-roundtables\\\/\\\" style=\\\"color:#0c7a89;font-weight:700\\\">CX Roundtables<\\\/a>, and the full library of tools, calculators, diagnostics and templates. Members also retake any quiz as often as they like, earn a certificate at 100%, and have every result tracked in their own dashboard.<\\\/p><\\\/div><p style=\\\"text-align:left;font-size:15.5px;line-height:1.65;margin:0 0 14px;color:#3a4a4f\\\"><a href=\\\"\\\/membership\\\/\\\" style=\\\"color:#0c7a89;font-weight:700\\\">See membership options<\\\/a><\\\/p><p style=\\\"text-align:left;font-size:14.5px;line-height:1.6;margin:0;color:#5d7176\\\">A <a href=\\\"\\\/subscribe\\\/?src=quiz-result\\\" style=\\\"color:#0c7a89;font-weight:700\\\">free Subscriber account<\\\/a> is a smaller step: correct answers as you go, plus how your score compares to the average.<\\\/p>\"},{\"interval_min\":\"56\",\"interval_max\":\"75\",\"interval_text\":\"<table class=\\\"acxpa-scores\\\"><tbody><tr><td class=\\\"acxpa-score acxpa-score--you\\\"><span class=\\\"acxpa-score__label\\\">Your score<\\\/span><span class=\\\"acxpa-score__val\\\">%%score%%<\\\/span><\\\/td><td class=\\\"acxpa-score__gap\\\"><\\\/td><td class=\\\"acxpa-score acxpa-score--avg\\\"><span class=\\\"acxpa-score__label\\\">Average score<\\\/span><span class=\\\"acxpa-score__val\\\">%%avg_score%%<\\\/span><\\\/td><\\\/tr><\\\/tbody><\\\/table><div class=\\\"acxpa-res acxpa-res--fair\\\"><span class=\\\"acxpa-res__eyebrow\\\">56\\u201375% \\u2014 Good foundation<\\\/span><span class=\\\"acxpa-res__head\\\">Solid \\u2014 you know your way around this.<\\\/span><span class=\\\"acxpa-res__sub\\\">A few gaps to close, and they're worth closing.<\\\/span><\\\/div><div style=\\\"text-align: left; padding: 18px 20px; border-width: 1px 1px 1px 4px; border-style: solid; border-color: rgb(221, 230, 231) rgb(221, 230, 231) rgb(221, 230, 231) rgb(249, 176, 46); border-image: none; border-radius: 8px; background: rgb(244, 248, 248); margin: 0px 0px 16px;\\\"><p style=\\\"text-align:left;font-size:15.5px;line-height:1.65;margin:0 0 8px;font-weight:700;color:#08363f\\\">Membership is how our people close them<\\\/p><p style=\\\"text-align:left;font-size:15.5px;line-height:1.65;margin:0;color:#3a4a4f\\\"><a href=\\\"\\\/cx-hub\\\/\\\" style=\\\"color:#0c7a89;font-weight:700\\\">the CX Hub<\\\/a>, the monthly <a href=\\\"\\\/cx-roundtables\\\/\\\" style=\\\"color:#0c7a89;font-weight:700\\\">CX Roundtables<\\\/a>, and the full library of tools, calculators, diagnostics and templates. Members also retake any quiz as often as they like, earn a certificate at 100%, and have every result tracked in their own dashboard.<\\\/p><\\\/div><p style=\\\"text-align:left;font-size:15.5px;line-height:1.65;margin:0 0 14px;color:#3a4a4f\\\"><a href=\\\"\\\/membership\\\/\\\" style=\\\"color:#0c7a89;font-weight:700\\\">See membership options<\\\/a><\\\/p><p style=\\\"text-align:left;font-size:14.5px;line-height:1.6;margin:0;color:#5d7176\\\">A <a href=\\\"\\\/subscribe\\\/?src=quiz-result\\\" style=\\\"color:#0c7a89;font-weight:700\\\">free Subscriber account<\\\/a> is a smaller step: correct answers as you go, plus how your score compares to the average.<\\\/p>\"},{\"interval_min\":\"76\",\"interval_max\":\"99\",\"interval_text\":\"<table class=\\\"acxpa-scores\\\"><tbody><tr><td class=\\\"acxpa-score acxpa-score--you\\\"><span class=\\\"acxpa-score__label\\\">Your score<\\\/span><span class=\\\"acxpa-score__val\\\">%%score%%<\\\/span><\\\/td><td class=\\\"acxpa-score__gap\\\"><\\\/td><td class=\\\"acxpa-score acxpa-score--avg\\\"><span class=\\\"acxpa-score__label\\\">Average score<\\\/span><span class=\\\"acxpa-score__val\\\">%%avg_score%%<\\\/span><\\\/td><\\\/tr><\\\/tbody><\\\/table><div class=\\\"acxpa-res acxpa-res--strong\\\"><span class=\\\"acxpa-res__eyebrow\\\">76\\u201399% \\u2014 So close<\\\/span><span class=\\\"acxpa-res__head\\\">That's a score worth celebrating.<\\\/span><span class=\\\"acxpa-res__sub\\\">A score like that says you do this for a living, not as a hobby.<\\\/span><\\\/div><div style=\\\"text-align: left; padding: 18px 20px; border-width: 1px 1px 1px 4px; border-style: solid; border-color: rgb(221, 230, 231) rgb(221, 230, 231) rgb(221, 230, 231) rgb(249, 176, 46); border-image: none; border-radius: 8px; background: rgb(244, 248, 248); margin: 0px 0px 16px;\\\"><p style=\\\"text-align:left;font-size:15.5px;line-height:1.65;margin:0 0 8px;font-weight:700;color:#08363f\\\">That's who our members are<\\\/p><p style=\\\"text-align:left;font-size:15.5px;line-height:1.65;margin:0;color:#3a4a4f\\\">They come for <a href=\\\"\\\/cx-hub\\\/\\\" style=\\\"color:#0c7a89;font-weight:700\\\">the CX Hub<\\\/a>, the monthly <a href=\\\"\\\/cx-roundtables\\\/\\\" style=\\\"color:#0c7a89;font-weight:700\\\">CX Roundtables<\\\/a> where senior practitioners work through real problems, and the tools, templates and calculators that save them building it themselves. The unlimited quiz retakes and certificates are a bonus, not the point.<\\\/p><\\\/div><p style=\\\"text-align:left;font-size:15.5px;line-height:1.65;margin:0 0 14px;color:#3a4a4f\\\"><a href=\\\"\\\/membership\\\/\\\" style=\\\"color:#0c7a89;font-weight:700\\\">See membership options<\\\/a><\\\/p><p style=\\\"text-align:left;font-size:14.5px;line-height:1.6;margin:0;color:#5d7176\\\">A <a href=\\\"\\\/subscribe\\\/?src=quiz-result\\\" style=\\\"color:#0c7a89;font-weight:700\\\">free Subscriber account<\\\/a> will at least show you the correct answers as you go next time.<\\\/p>\"}]","custom_post_id":null,"is_user_logged_in":false,"quiz_animation_top":220,"quiz_enable_animation_top":"off","store_all_not_finished_results":false}'; Subscriber access, you’ll see the correct answer as you go and how your score compares to the average.Member access, take this as many times as you like. Score 100% and your certificate is available immediately, and every attempt is saved to your Quiz Dashboard.Quizzes are taken on individual accountsYou’re signed in with the admin account for . Quiz results and certificates are recorded against individual accounts, so sign in with your own Individual Account to take this quiz — everyone holding a member account under your membership already has full access to all of them.

Browse all industry quizzes · General knowledge trivia to run with your team · Business FAQs & support videos

Where to nextNew to ACXPA? These quizzes are one small piece of a much bigger practitioner toolkit.

All industry quizzesQuizzes across customer service, contact centres, CX, workforce management, leadership and more.Trivia quizzes to run at workGeneral knowledge quizzes built for team meetings and huddles.CX Maturity Pulse CheckA free, fast read on where your organisation’s CX capability actually sits.The CX HubAll our CX resources in one place — diagnostics, templates, calculators and frameworks.CX RoundtablesA live panel with senior CX practitioners on the first Wednesday of every month. The latest session is free.The full resource libraryEverything ACXPA offers across every discipline, in one place.Where to next, here’s what else is open to you on the CX side.

Your Quiz DashboardEvery attempt, score and certificate you’ve earned, in one place.All industry quizzesQuizzes across customer service, contact centres, CX, workforce management, leadership and more.CX Strategic Maturity AuditBenchmark your organisation across six strategic pillars, then re-run it to track how far you’ve moved.Your CX HubAll our CX resources in one place — diagnostics, templates, calculators and frameworks.CX RoundtablesMonthly live panel plus the full archive — searchable transcripts, key moments and executive summaries.Trivia quizzes to run at workEditable general knowledge kits for team meetings and huddles. .qz-tbl{--qz-ink:#08363f;--qz-mid:#0c7a89;--qz-gold:#ffd24d;--qz-line:#dde6e7;--qz-soft:#f4f8f8;--qz-yes:#1c8a52; color:#3a4a4f;margin:34px 0 0}.qz-tbl {box-sizing:border-box}.qz-tbl__head{margin:0 0 18px}.qz-tbl__head h2{font-size:27px;font-weight:800;color:var(--qz-ink);margin:0 0 8px;line-height:1.24;letter-spacing:-.015em}.qz-tbl__head p{font-size:16px;line-height:1.6;margin:0;color:#5d7176}.qz-tbl__wrap{border:1px solid var(--qz-line);border-radius:12px;overflow:hidden}.qz-tbl table{width:100%;border-collapse:collapse;font-size:15px}.qz-tbl th,.qz-tbl td{padding:13px 15px;border-bottom:1px solid var(--qz-line);text-align:left;vertical-align:middle}.qz-tbl thead th{background:var(--qz-ink);color:#fff;font-weight:700;font-size:14px;line-height:1.3;border-bottom:0;vertical-align:bottom}.qz-tbl thead th small{display:block;font-weight:400;font-size:12px;color:#a9c8ce;margin-top:3px}.qz-tbl .qz-col{width:130px;text-align:center}.qz-tbl tbody tr:last-child td{border-bottom:0}.qz-tbl .qz-group td{background:var(--qz-soft);font-weight:800;color:var(--qz-ink);font-size:12px; 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What changes is how much you get out of it.

| Taking the quiz | Your current accessVisitors | Your current accessSubscribersFree | Your current accessYour team’s accessMembersFrom $35 per year | | --- | --- | --- | --- | | Take this quiz, and any other quiz on the site | ✓ | ✓ | ✓ | | See your score, and how it compares with the average | ✓ | ✓ | ✓ | | See which questions you got wrong | ✓ | ✓ | ✓ | | See the correct answer on the ones you got wrong | — | ✓ | ✓ | | Review every question at the end, not just the ones you got wrong | — | — | ✓ | | Read why the right answer is right, question by question | — | — | ✓ | | Re-take the quiz as many times as you like | — | — | ✓ | | Download a certificate when you score 100% | — | — | ✓ | | Track every quiz result in your own dashboard | — | — | ✓ | | Quizzes with your team | | Monthly general knowledge trivia kit — editable questions and answers to run with your team | — | — | ✓ | | Self-paced courses with a certificate for each one you finish | — | — | ✓ |

The quizzes are the smallest part of it Membership opens up the whole ACXPA toolkit — tools, calculators, diagnostics, templates, benchmarking data and live sessions, all in one place. See what's included.

The quizzes are the smallest part of it Your membership includes the whole ACXPA toolkit — tools, calculators, diagnostics, templates, benchmarking data and live sessions, all in one place. Browse your resources.

You’re signed in with the admin account for . Everyone holding a member account under your membership has full quiz access — results and certificates are recorded against their individual account, so sign in with your own Individual Account to take a quiz yourself.

See membership options Browse the resource library

View Details

How Data is Driving CX at AesopIn this CX Matters podcast, we feature the audio from our CX Roundtable interview with Melbourne-based Amish Goel, Global Head of Digital Insights & Data Privacy from Aesop.

Amish is an accomplished data strategist and business insights expert with a decade of proven success and as you’ll see, he’s deeply passionate about continuously enhancing customer experiences and, through data analytics and actionable insights, further optimising and refining them.

There are some great topics discussed including taking an ‘outside in’ approach to unifying data to drive the CX, elements of the single customer view, and the evolution of modern retail.

Listen now to the PodcastJust click play below! If you’d rather listen on your favourite podcasting platform, you’ll find the links at the bottom of the page.

16 June ·Season 1 ·Episode 18

43 Min, 18 Sec·By ACXPA

In this CX Matters podcast we feature an interview with special guest Amish Goel, Global Head of Digital Insights from AESOP.Amish is an accomplished data strategist and business insights expert with a decade of proven success and as you’ll see, he’s deeply passionate about continuously enhancing customer experiences and, through data analytics and actionable insights, further optimising and refining them. There are some great topics discussed including taking an ‘outside in’ approach to unifying data to drive the CX, elements of the single customer view, and the evolution of modern retail. ACXPA Members can watch the episode in their Video Library and can also download all slides show in the presentation.

.vc_custom_1683677486910{padding-top: 20px !important;padding-bottom: 20px !important;}Want to WATCH the recording and DOWNLOAD the presentation slides?

ACXPA Members can watch all the video recordings of our CX Matters Podcasts and CX & Call Centre Roundtables, bringing the interviews to life and adding additional value with visual aids such as pictures, graphs, diagrams, stats, quotes, etc, that are shared by our guests.

Even better, ACXPA Members can download the slides that were used, which can serve as a great resource to assist you in your career.

btn_6670340ecd728:hover {background-color: #639941 !important;color: #ffffff !important;border-color: #bababa !important;}View ACXPA Membership Options >Want to WATCH the recording and DOWNLOAD the presentation slides?

As a subscriber, you're only one step away!

ACXPA Members can watch all the video recordings of our CX Matters Podcasts and CX & Call Centre Roundtables, bringing the interviews to life and adding additional value with visual aids such as pictures, graphs, diagrams, stats, quotes, etc, that are shared by our guests.

Even better, ACXPA Members can download the slides that were used, which can serve as a great resource to assist you in your career.

btn_6670340ece1d1:hover {background-color: #639941 !important;color: #ffffff !important;border-color: #bababa !important;}View your upgrade options >Want to WATCH the recording and DOWNLOAD the presentation slides?

As an ACXPA Member, you can!

All the video recordings of our CX Matters Podcasts and CX & Call Centre Roundtables are available to you, bringing the interviews to life and adding additional value with visual aids such as pictures, graphs, diagrams, stats, quotes, etc, that are shared by our guests.

You can also download the slides that were used, which can be a great resource for assisting you in your career.

btn_6670340ecec71:hover {background-color: #639941 !important;color: #ffffff !important;border-color: #bababa !important;}View your Video Library >.vc_custom_1671585256514{padding-top: 20px !important;}ACXPA ResourcesACXPA is packed full of great resources for people working in contact centres, customer experience, digital service and customer service including a range of exclusive member-only benefits.

btn_6670340ed0546:hover {background-color: #639941 !important;color: #ffffff !important;border-color: #b5b5b5 !important;}Learn more about

ACXPA#btn_6670340ed074e:hover {background-color: #639941 !important;color: #ffffff !important;border-color: #b5b5b5 !important;}View Upcoming
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How Tennis Australia is using CX to create memorable customer experiencesIn this CX Matters Podcast episode, we were thrilled to be joined by Karen ‘KC’ Clydesdale, Head of CX & Customer Relations for Tennis Australia.

In a recent CX Roundtable, KC was kind enough to share a bit about her personal journey into Customer Experience and how CX is being used to improve the experience for all customers interacting with Tennis Australia.

It’s a great insight into how Human-Centered Design, data, personalisation, technology, and segmentation are being used by Tennis Australia to create memorable customer experiences.

LIsten to the Podcast To listen to the podcast, just click play below and it will commence playing immediately.

Or, you can listen on your favourite podcasting platform by clicking the link below.

30 May ·Season 1 ·Episode 17

32 Min, 46 Sec·By ACXPA

In this episode, we were thrilled to be joined by Karen 'KC' Clydesdale, Head of CX & Customer Relations for Tennis Australia who shares some great insights into how Tennis Australia is using Human-Centered Design, data, personalisation, technology, and segmentation are used to create memorable customer experiences.

.vc_custom_1671585256514{padding-top: 20px !important;}Watch the Live Recording Watch the recording of the podcast including any slides, images, data, graphs etc that our guests have shared to enhance the learning experience.

Only ACXPA Members can watch the interview and download the slides used in the presentation. View Membership options >

Watch the recording of the podcast including any slides, images, data, graphs etc that our guests have shared to enhance the learning experience.

, thanks for being an ACXPA Subscriber. By upgrading to a Membership, you’ll be able to watch the interview and download the slides used in the presentation. View Membership options >

thanks for being an ACXPA Member! You can watch the video interview and download the slides used in the presentation immediately below!

Don’t forget, you can also watch all the other CX & Contact Centre Roundtable replays, plus all the ACXPA Member Bites in your Video Library >

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How Tennis Australia is using CX to create memorable customer experiencesIn this CX Matters Podcast episode, we were thrilled to be joined by Karen ‘KC’ Clydesdale, Head of CX & Customer Relations for Tennis Australia.

In a recent CX Roundtable, KC was kind enough to share a bit about her personal journey into Customer Experience and how CX is being used to improve the experience for all customers interacting with Tennis Australia.

It’s a great insight into how Human-Centered Design, data, personalisation, technology, and segmentation are being used by Tennis Australia to create memorable customer experiences.

LIsten to the Podcast To listen to the podcast, just click play below and it will commence playing immediately.

Or, you can listen on your favourite podcasting platform by clicking the link below.

30 May ·Season 1 ·Episode 17

32 Min, 46 Sec·By ACXPA

In this episode, we were thrilled to be joined by Karen 'KC' Clydesdale, Head of CX & Customer Relations for Tennis Australia who shares some great insights into how Tennis Australia is using Human-Centered Design, data, personalisation, technology, and segmentation are used to create memorable customer experiences.

.vc_custom_1671585256514{padding-top: 20px !important;}Watch the Live Recording Watch the recording of the podcast including any slides, images, data, graphs etc that our guests have shared to enhance the learning experience.

Only ACXPA Members can watch the interview and download the slides used in the presentation. View Membership options >

Watch the recording of the podcast including any slides, images, data, graphs etc that our guests have shared to enhance the learning experience.

, thanks for being an ACXPA Subscriber. By upgrading to a Membership, you’ll be able to watch the interview and download the slides used in the presentation. View Membership options >

thanks for being an ACXPA Member! You can watch the video interview and download the slides used in the presentation immediately below!

Don’t forget, you can also watch all the other CX & Contact Centre Roundtable replays, plus all the ACXPA Member Bites in your Video Library >

#btn_665ad381ac81a:hover {background-color: #639941 !important;color: #ffffff !important;border-color: #bababa !important;}Download the Presentation Slides >ACXPA ResourcesACXPA is packed full of great resources for people working in contact centres, customer experience, digital service and customer service including a range of exclusive member-only benefits.

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courses & eventsACXPA ResourcesACXPA is packed full of great resources for people working in contact centres, customer experience, digital service and customer service including a range of exclusive member-only benefits.

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Launch of the ACXPA Call Centre Rankings ReportIn this episode of the CX Matters Podcast, host and ACXPA CEO Justin Tippett speaks to the new General Manager of Quality Insights about the launch of the Call Centre Rankings report.

It’s a great insight into the passion and experience behind the new reports, along with a high-level overview of how the assessment model works.

Listen now to the PodcastJust click play below to listen right here in your browser. If you’d rather listen on your favourite podcasting platform, you’ll find the links at the bottom of the page.

29 November ·Season 1 ·Episode 15

Launch of Australian Call Centre Rankings Report 15 Min, 45 Sec·By ACXPA

In this episode of the CX Matters Podcast, host and ACXPA CEO Justin Tippett speaks to the new General Manager of Quality Insights about the launch of the Australian Call Centre Rankings report. It's a great insight into the passion and experience behind the new reports, along with a high-level overview of how the assessment model works.

Watch the CX Matters Podcast live recording Subscribe to our YouTube Channel Read the Transcript from this CX Matters PodcastG’day everyone, and welcome to the CX Matters Podcast. My name is Justin Tippett. It’s been a while since I’ve spoken to you all, but there’s a good reason for that. We’ve been flat out launching the Call Centre Rankings report, which you may have already seen some results banded around on LinkedIn, etc.

I thought, well, you know what, we haven’t actually informed you, the listeners, of what it’s all about. I thought, well, I could tell you, but why don’t we get the expert who’s actually the key part of the man behind it all? I’m bringing our General Manager of Customer Quality Insights, I should say, Simon Blair. Welcome, Simon.

Hey, Justin. Thanks for having me. This is going to be a bit rough. I haven’t done a podcast in a while, so Jesus. We’ll wing it, mate.

So, look, obviously, really excited to get you on board as part of the ACXPA journey. We’ve known each other and worked together on and off for years anyway, through our CX Skills training side of things. But to go down the benchmarking path is bloody exciting. You bring with it literally nearly 30 years of experience to the table. So I thought the first thing to do is maybe just share with the listeners or the audience of how the hell did you get into benchmarking in the first place?

Well, like most of us, it’s a natural organic sort of process when you end up doing certain things. For me, it’s just the natural evolution of the work I’ve done over 30 years in the contact centre space. I started at the front line, like a lot of us, taking calls, worked for Telstra for my first seven, eight years of my career, big large call centre operation, cut my teeth at the coalface, did that as a consultant, was a team leader for years, training and then moved into the quality management, quality monitoring assessment space, working for companies like Telstra, ANZ, a few others along the way, an outsource provider, etc.

As a result of that experience working for companies in producing core quality models, in addition to the training and the coaching, it was a natural evolution. Then I managed to get a job with a relatively new organisation, Global Reviews, who were a benchmarking company. They built their business on the back of website benchmarking. They had their clients basically crying out, “What about our biggest channel, the call centre?” But of course, they didn’t have any expertise. They were website guys. They reached out to the market, and I responded. It was the perfect timing, like everything when it works well. Timing is everything for me to find that role out of the work I was doing at ANZ.

I thought it’s a good time to step into the consultancy space, and I got to basically build the benchmarking business for contact centres for them with the models I refined and developed and tweaked over many years internally. Since then, really, that’s been the second half of my career as a consultant in the benchmarking space, initially for a good five years with Global Reviews, and then with my own business, 5 Degrees, where it’s always been a combination, like it is with CX Skills and ACXPA. It’s a combination of both the training space and the development side of it, and now, obviously, with the benchmarking sort of services and call assessment services.

Yeah, fantastic. It really excites me in a number of different ways because I think we’re cut from the same cloth. If you’re going to be doing things like quality assessments and quality monitoring, whatever you want to call it, there’s got to be a reason why you’re doing it. It’s not to whack people over the head. You want to improve performance. The model that we’ve got at Exper now is really refined in terms of helping people be able to do that.

We’ll go into the depth around the model itself in some future podcasts. But at a really high level for people that are listening, we measure things over two key metrics. One is what we call the accessibility, how easy was it to connect to a live call centre agent? Then also, the quality of the experience, that interaction with the call centre agent themselves. In total, there’s 48 different metrics that we capture across both of those.

If I start with the accessibility just at a high level, as we said, it’s about trying to get through the difficulties people challenge. What are some of the things that we’re looking for within that? Ease of use and speed. Let’s face it, as consumers, we hate waiting, and having to spend time navigating through. The quicker, simpler, and easier, the better. That Benchmark for accessibility is built around that, certainly rewarding those companies that do make it quick and easy.

But we still want to get to the right area. We certainly appreciate having an IVR and the options there, certainly for the bigger operations. At the same time, we want to have the options very simple, very obvious, very straightforward, especially when we’re calling as prospective customers for sales. That’s a big one, isn’t it? Absolutely. Just get us through. We’re a new customer, get us speaking to someone as quickly as we can. Have the right options on the IVR, low wait times, make sure the audio is nice and clear, etc. All of those things are wrapped into that accessibility score.

Now, of course, things go wrong sometimes. We’d like to think the world’s perfect; we know it’s not, especially in the call centre world. There are also some deductions that come off those scores for things that can seriously impact that customer experience. One of those is from the most recent review and results we put out around some car insurance results and just one organization where it was very clear and obvious from their messaging, their recorded messaging before and after the menu system. On two calls, there were four messages. On another call, there were five, which basically said, “Go to our website, go online. You should go online, or we can send you a text message so you can go online.” That was before we even got to the queue, and it’s like, well, I’ve picked up the phone for a reason. Stop trying to push me away from the channel I’ve chosen. It wasn’t a great experience as the first impression for a prospective customer looking to switch providers. Certainly isn’t. Without dating this podcast, it’ll be published today anyway. Yesterday, I filmed a story for Channel 7, which I think is airing tonight or tomorrow somewhere around there.

As part of the filming, I actually rang that particular company on speaker phone and had that very same experience. I don’t know if that’ll end up on the editing floor or not, but I had to do some fake reactions like, “Ah, this is crazy.” It wasn’t a great experience, put it that way. We’re looking for those things around accessibility as part of that metric. The other one, of course, is around quality. We’ve got five different competencies. Simon, off the top of your head, engage, discover, educate, close, energy. Look at that. See, because if I said it, I would have stuffed one up, I’m sure. I live and breathe this stuff. We’ll unpack those in a later episode. The whole idea of those is they are applicable.

I guess maybe this is a question that people are wanting to know. My call centre is a little bit different or sales is different from service, etc. When you’re doing this judging or the rating, is it really fair? Does it apply to my call centre? How would you respond to someone that said that?

Everyone likes to think they’re special, and I don’t criticize that because, of course, they are. The things that they think are important and the things they need to focus on operationally just aren’t the things that customers care about or need. In the case of sales, make a buying decision, and in the case of service, get resolution. They’re focused on the issue. The beauty of the quality benchmark is that it’s independent of product, service, industry. What makes a great experience when you’re selling widgets also makes a great experience in terms of call handling, if you’re selling ice to the Eskimos, for example. Regardless of the product or service, how well do you represent whatever you need to represent? What are your key features, your key services, your key benefits in a way that is matched and personalized to the needs of that individual caller? That’s the heart and soul of our benchmarks and those competencies that I mentioned earlier. It’s a great start, great finish, and what you do in the middle in terms of discovering needs and tailoring a solution and doing it with energy. Energy, don’t be boring. Number one rule that I say in all my training courses, don’t be boring. With audio over the phone, that’s very important. Like us, we don’t talk like this in real life, do we? In terms of this energy, but the energy is so critical for phone communication, like it is for a podcast because you’re in the world of audio. All of those things come into play.

Yeah, I love it. We do tweak some of the criteria depending if it’s for sales or service. The majority of them apply to either call. Having been a part of this for a while now, it’s on the money, as far as I’m concerned. I haven’t sort of… We’ll unpack the depth around it in another podcast. The one thing I like, Simon, is with our assessors that you’ve all trained and they’ve all got lots of experience on doing the calls. As well as actually doing all the scoring that we do, we actually get the assessors to just do the pub test score, so to speak. We just ask them to give it a score out of 10 of what they thought the call was like as a customer. It’s amazing just how well that tends to align with the scores, the actual formal scores that we get.

To pull you up on something there, Justin, we have assessors who assess the call. I’m one of those myself. We do a portion of those, but we have separate shoppers whose sole focus is just to role-play that customer effectively and therefore react based on the experience. As you said, with that rating, they do get to rate the score out of 10.

When I’m assessing a call, I’ve already got that rating.

It’s a good calibration exercise to see what the score gets produced and how does that compare to that pure customer reaction. Yeah, it’s been a key part of our assessment training and calibration activity, whether it’s with clients or just internally with ourselves, to keep ensuring our assessment decisions are in line with the benchmark itself, producing results that are in line with the customer’s perception. Thank you for pulling me up on that. It’s an important distinction.

Well, Justin, that’s why you’re doing news channel news stories, and I’m sitting in the background actually doing all the work. Yeah, I know, right? I’m normally the detail guy. I’m loving not having to worry about the detail. This is great.

The other thing with the program, and I think again it’s just important to clarify for people, is there are different ways that we assess quality, and those metrics that we use for quality, there are 18 different metrics. They’ve been refined over literally decades, so they’re pretty robust in what we do. But we’re not looking for things around compliance in relation to your products and services because we don’t know your products and services. If part of the scripting is that you have to say, “Welcome to ACXPA. This is Justin,” or whatever, we’re not prescribing what your greeting should be. We’re not prescribing that you have to do an ID check. We’re not prescribing all those things that might be important to your business. Our quality stuff works around that. Have I explained that well, Simon?

You have. You have a future in this. A good example is, again, just using car insurance as an example because it’s very heavy on those compliance recordings that we often get played, and then the legals, the same in banking, the legals that get read out. You never penalize for doing that, but it’s like how do you do that? Do you make sure that before and after, you manage expectations? It’s not transactional, even if the nature of the service is transactional. You’re still dealing with a human being, so you never want to be a walking talking website. You hear me say that phrase a lot, and that’s just one example of how to make the experience less of a chore, less of a process, engaging, and interactive. You’re never penalized, and that’s a key consideration. Terrific.

The reason for splitting the accessibility and the quality, I think the whole idea, as we said right at the start, is to make sure you’ve got feedback to improve. If you’ve got a low-quality score, it’s like, well, which one of those five competencies is the cause of your low-quality score? Because what we want to do is help you improve. Whether it’s coming to some of our symposiums, we’ve got training courses that Simon runs that actually teaches some of the fundamentals behind how to get good scores, how to give a good experience, whether it’s sales or service, etc. We would love to see an improvement right across the industry. We’re only a couple of months in. It’s exciting. We’re doing the third month of results at the moment. Car insurance, as we said, is a new sector that’s just about to drop in the next couple of days.

Next year, we might look at adding a couple more. We’ll unpack all the other stuff around it. If you’ve got any other questions at all, you know where to find us. Just drop us an email or LinkedIn, etc. Pop in a comment, and we’re happy to respond to it. We’ll also be looking at doing a couple of LinkedIn lives as well so you can join in and ask us some questions. That’s it from us. Simon, thank you, mate, for a bit of time. I know you’re flat out doing assessments at the moment. I’ll get back and do the real work. You just keep doing the TV thing, being the star of the show and taking all the glory. I’m fine with that. Ouch! Awesome. Well, thank you, everyone, for listening. Look forward to catching you again on a podcast on YouTube very soon. Otherwise, bye for now. See you!

.vc_custom_1671585256514{padding-top: 20px !important;}ACXPA ResourcesACXPA is packed full of great resources for people working in contact centres, customer experience, digital service and customer service including a range of exclusive member-only benefits.

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Everything you need to know about Erlang C wrapped up with some great stories, insights and laughs for anyone working in contact centres.

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Special guest Luke Jamieson reveals his 12 Key Ingredients of Employee Engagement in a contact centre – a great checklist for any manager!

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Implementing Gamification into a contact centreIn this episode of the CX Matters Podcast, host Justin Tippett interviews Gamification expert Luke Jamieson who reveals some great insights and tips if you are considering implementing Gamification into your contact centre.

Listen now to the PodcastJust click play below to listen right here in your browser. If you’d rather listen on your favourite podcasting platform, you’ll find the links at the bottom of the page.

10 May ·Season 1 ·Episode 12

Implementing gamification into a contact centre 14 Min, 26 Sec·By ACXPA

In this episode of the CX Matters Podcast, host Justin Tippett interviews Gamification expert Luke Jamieson who reveals some great insights and tips if you are considering implementing Gamification into your contact centre.In this Episode: - Benefits of Gamification in a contact centre- Why it's not a fix-all for employee engagement- Tips on how to make sure your gamification is a success- How much does gamification cost?- How does it align with Reward & Recognition programs?- How long does it take to implement a gamification program?If you're considering implementing gamification into your contact centre, or have a program already and need some tips on how to make sure its a success this is one episode you don't want to miss!

Watch the CX Matters Podcast live recording Subscribe to our YouTube Channel Read the Transcript from this CX Matters PodcastWelcome everyone to another episode of the CX Matters Podcast. My name is Justin Tippett, CEO of ACXPA, and in this episode, I am joined again by our gamification and employee engagement expert, Luke Jamieson. Welcome, Luke.

G’day Justin and g’day everyone. Thanks for listening. Awesome to have you on again.

Now, in this particular episode, we’ve done a number on gamification, but in this particular one, we’re going to focus on really giving people some tips for implementing gamification into a contact centre specifically because it’s obviously a tool that’s used by a lot of contact centres, and if they’re not, they’re probably considering it. So, I thought, you know what, let’s help ease in the pain a little bit for them and give them some tips from someone who’s been there, done that several times, both as a user but also someone who’s actually worked for some gamification software companies as well. So, I think you’ve got a really good lens on both sides of it.

So, Luke, I’m going to throw it over to you for some tips for people.

Yeah, sure, thanks. I think from let’s just talk just quickly about the benefits and just reward mark, which is why someone would want to implement gamification. You know, there’s this idea of increased sustainable Employee Engagement, sustainable employee performance, business performance, engagement with support systems, lower employee attrition, greater sense of acceptance and inclusion. All of these things create a self-driven workforce and helps create a, you know, if you’ve got an R&R program, it helps that become more evenly distributed. So, some great benefits, but I think often gamification might be seen as the panacea, the silver bullet to try and solve employee engagement or lower attrition, and people dive in really quickly.

So, like tips or approaching that first and foremost, is understanding why you want to implement gamification. So really understand the key drivers. If it’s purely just around business performance, think bigger. You know, think about how this impacts the employee. If you just turn around and put points or badges or leaderboards on an existing KPI or even a KPI that maybe isn’t all that meaningful, like how you just show up to work, it might be seen as pretty condescending. So, you need to really think about what’s the impact that you want those gamification elements applied to, like why are you doing it?

Understanding your workforce, I think, is also really important. So, understanding the landscape that you have, and we talked a little bit about this, about what is gamification. Really understanding who your workforce is, is going to help you understand the best ways to implement that. I’ll also say, think about your users and what they’re motivated by. Just throwing more extrinsic motivational things to them, so it’s tangible items like money, vouchers, all those sort of things, that doesn’t motivate everybody. And if you need to really think about what are some of the intrinsic ways you can also motivate someone through gamification.

Really say the time up front to get really good design. Gamification is very much about behavioral psychology, and I would recommend if you have the opportunity to get a behavioral psychologist to help you in that journey, there’s plenty out there that really specialize in this space. Do it. It makes a big difference. Just throwing and I talk about points, badges, leaderboards a lot only because they’re the ones that everyone kind of thinks of. There’s so many more mechanics around gamification that are much more advanced.

The last tip I would say is also think about change like what the change is happening.

Luke: People are motivated by two things and what they want to be and what they don’t want to be so need to think about think about that when you’re designing it. And lastly, I would just say that change in itself requires uh is not easy. It requires motivation and ability. So if you’re going to try and motivate people with gamification, make sure you equally pair that with the ability so with learning Etc. Maybe if you can combine those two in the one great if not just make sure that there’s an equal portion. You can’t just have constant motivation all the time expecting that to be sustainable if someone’s not growing learning progressing and achieving.

Interviewer: Some great tips, Luke. I want to ask a couple of other questions I guess that might be on the tips of our listeners’ tongue so to speak. One is budget. Now you’ve obviously worked for some vendors that supply, so I’m not asking to put you on the spot in terms of pricing, so don’t worry. But in terms of a range, most of the models as I’ve understand are sort of per head sort of models. And it might be wrong, but typically there’s an implementation sort of setup cost and then maybe a per head per month kind of model. What is a typical range from bottom end, no bells and whistles, to this is the best to breed? Is it a big gap and what’s rough numbers?

Luke: It is a big gap, and I think it also comes down to functionality. Real bottom end of uh from from Justified perspective, you can have that for just a couple of dollars across the board. You can buy it at a leaderboard level, so you’re only buying essentially leaderboards that can be displayed around your contact centre. And that’s pretty cost-effective, but leaderboards are also very dangerous if just set up on their own and they don’t have some smarts around it. You know, if you’re at the bottom of a leaderboard, the likelihood of you being motivated to actually try and get to the top is probably pretty low because it’s just stretch. So you know there’s, you’ve got to be careful when you think I’m just going to implement this one gamification element that could be they can be quite cost-effective. You could get away with that for a contact centre of let’s say a hundred people. You could get away with that for maybe about a thousand dollars a month or less.

Interviewer: Okay, okay, yep. On the top end of things where you get like really rich functionality and they Inc. You know companies include like your implementation, it is a cost per head per license. They can range anywhere from 25 to 50 dollars per agent per month. So you know that can add add to the add to the overall cost per agent pretty quickly.

So, it’s worth really making sure you’re investing in really rich analytics that you get out of the back end. Other things I think we mentioned that I’ve mentioned before, just around does it provide things like learning, what other feature function does it provide? If it does, then you may also get the return on investment by being able to offload something else. You know, maybe some tips for how you could budget for those. Most companies have an R&R budget, see if you can use that automatic budget to help fund that. Yeah, reporting analytics, you know, help with the reporting and analytics, you could use that budget, things like that. We’re talking to Luke Jameson, gamification expert Luke.

Interviewer: Another question, I guess I want to put you on budget again as you mentioned R&R budget right and a lot of contact centres are probably scrapping for money all the time to find ways to reward incentivize their staff. Now, obviously that links into a gamification platform I’m guessing. Without an R&R budget, is it pointless having a gamification platform?

Luke: No, not at all because I think most R&R programs within organizations tend to lean towards the extrinsic as far as the actual reward. I think the other challenge with not many of them is that they are not evenly distributed. It usually goes to just your top tier sort of people and that’s not necessarily saying that everyone is putting in the same effort and maybe just not but it’s just different outputs and different ways of benefit of adding value to an organization. Within gamification, if done properly, you can really focus on the intrinsic things and the intrinsic stuff.

The way I kind of compare extrinsic versus intrinsic, extrinsic is really loud and doesn’t last long, right?

So, what would be an example of an extrinsic reward that typically you would see? Vouchers at the end of the month, Pizza days, anything where there’s a tangible reward, you can put some sort of monetary value around. Okay, intrinsic, on the other hand, is quiet but it lasts a lot longer.

And when I, an example of that would be having you know, being able to clearly define the meaning within your role and purpose of your role, being able to have that sense of achievement and sense of purpose, that sense of progress, a sense of progress is a really big one. You know if you’re feeling like you’re stagnating in your role, it’s one of the really quick ways to get someone demotivated.

Gamification is a great way to see progress. You know you’ve got progress bar, you’ve got points, you’ve got ladders, all these things that help you see the progress that you’re achieving, different levels that you may be at, and so that in itself can be really motivating.

Interviewer: Another question I’d like to put to you is around timelines Luke. And I know from experience, this is almost how long is a piece of string because people say how long does it take to implement a contact centre platform as well, right? And well, it depends, right?

How many channels you want to do, how many users have you got, do you want a cloud, on-premise, you know, blah, blah, blah, there’s a million things. And I’m sensing the same applies to gamification. But yeah, having someone who’s been there done that working in it, is there a rule of thumb that you would sort of say, allow this period of time if you’re going for a reasonably good platform?

Yeah I think if you have the basic structures in place

You know what your KPIs are, you ‘ve got some R&R programs and all those sorts of things in place.

you have a general sense of what you are trying to achieve I’d say 4 to 6 weeks is pretty fair

Ok, well there you go that’s a bit quicker than I thought so that’s a good positive for people that are listening.

although I guess the real proviso is on those magic bits you said if you know your KPIs already.

And there’s a lot of contact centres already that probably struggle with what are the right KPIs

to measure and I guess that’s also something you’ve got be really careful with gamification as you do with KPIs right

Because if we are rewarding people for as an example for Average Handling Time

There’s a consequence for that. They’re going to rush customers off the phone its going to impact your quality

etc so thats a really important part isn’t it of knowing the right KPIs?

you make a great point I can’t believe I haven’t raised this already.

that gamification is about driving behaviours and

and its the behaviours you want to see that should be your focus

and the KPI and output just should be a by-product of good behaviours

yep ok. that what I actually like about gamification is you can actually

target behaviours which is not often what a KPI does it targets the outcome

whereas gamification can really focus down on those behaviours that you want to see

yeah fantastic. Ah a bit of fun stuff I guess.

what are some of the good prizes you’ve seen out there? I’ve literally seen contact centres

for agent of the year and to be fair I’m not exactly sure how they were working that out

but we’re talking like literally a brand new car, overseas trips etc right

so what have you seen in your travels?

I’m the same I’ve seen overseas trips to places like Fiji

I’ve seen cars ah

Playstations some really big stuff

things go wrong to. I’ve seen some of those things go wrong like ah coffees

how does coffee go wrong?

There was an example where if you could where you could challenge one your peers

if you lost, you had to buy the other person a coffee

and low and behold, all the gentlemen in the contact centre

suddenly started losing

so they could take out the women for coffee

ah there you go not actually the behaviour they wanted to actually get so yeah

So, yeah, beware of unintended consequences, right, when setting KPIs and challenges. Fantastic. Um, well, thank you so much again for your time.

There are a number of other podcasts that we’ve recorded and articles on the ACXPA website, so if you’re looking for more information, make sure you have a look on the site. And if you’re looking for gamification suppliers, have a look in the ACXPA Supplier Directory. You’ll find them in the contact centre technology category, and there is actually a tag there for gamification.

So, Luke, thank you very much. Um, we have done some wonderful podcasts, so you know I really appreciate you giving up your expertise and knowledge in helping all our listeners learn a little bit more about all things gamification.

You’re welcome, Justin. Thanks again for having me. And until next time, thanks everyone, bye for now.

ACXPA ResourcesACXPA is packed full of great resources for people working in contact centres, customer experience, digital service and customer service including a range of exclusive member-only benefits.

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How to close any call with confidenceIn this episode of the CX Matters Podcast, host Justin Tippett talks to one of Australia’s leading contact centre trainers Simon Blair as he reveals the secrets on how to close any call with confidence.

Listen now to the PodcastJust click play below! If you’d rather listen on your favourite podcasting platform, you’ll find the links at the bottom of the page.

10 May ·Season 1 ·Episode 11

9 Min, 20 Sec·By ACXPA

In this episode of the CX Matters Podcast, host Justin Tippett talks to one of Australia's leading contact centre trainers Simon Blair as he reveals the secrets on how to close any call with confidence.

Watch the CX Matters Podcast live recording Subscribe to our YouTube Channel Read the Transcript from this CX Matters PodcastWelcome to another episode of the CX Matters Podcast. My name is Justin Tippett, CEO of ACXPA, and in this episode, I am joined by one of Australia’s top Customer Service Experts and ACXPA board member, Simon Blair. Welcome, Simon.

Welcome, Justin. Thank you for having me. Yeah, looking forward to giving some valuable content on how to close a call. I’m sure everyone is very much listening with bated breath to learn these secrets behind how to close a call.

As people would know who listen to our podcast, we typically only cover one topic on the podcast. There are plenty of others that you’ll find there in all the usual places on the CX Matters Podcast. But for this one, as you alluded to, Simon, we’re going to be talking about how to close a call.

Now, I have to say, having worked in the industry for God, I don’t know, longer than I care to remember, surely by now, Simon, everyone knows how to close a call.

You would think so. But as you know, I listen to a lot of calls for clients, and of all the parts of the call from start to finish, how calls end is typically the most poorly executed in terms of what I hear across the board. So, what do you put that down to? What are the reasons for that?

I think there’s so much time and effort that’s put into starting calls, discovering needs, providing solutions, the knowledge, etc., the processing of inquiries. But unless the actual end is just severely neglected, and it’s probably because there’s just not a lot of expertise in how to get that right. And so, staff have never been taught or shown a structured method, then they tend just to make it up as they go along. And as you know, you can get those awkward exchanges that we have as consumers. People just don’t know how to end it. So, yeah, I’ve got a method to simplify that.

Okay, you’ve got everyone going, “All right, what’s this method, Simon?”

Now, before you reveal the method, it’s a good time to tell everyone that there are lots of great tips on the ACXPA website. So, if you are looking for tips, there are articles written by Simon and lots of other experts on all elements of phone calls, customer service, customer experience, etc. So please make sure you check it out.

Simon, with this particular call close, you said there is a technique, a method, a methodology, because like you said, for a lot of contact centres, it’s a QA-driven process. You must say this at the end of the call. You know the pet hate I know for both of us is, “Is there anything else I can help you with?” And it’s like, man, you didn’t help me with the funny initial phone call, right? So, I’m guessing we’re going to avoid that. So please tell our listeners what is this fantastic technique that you’ve developed over lots of years?

Yeah, you just triggered me now, Justin, with that. Every time I hear it, I cringe. So, there’s a better way. And so, one of the first things I do with my clients is I ban them from saying, “Is there anything else I can help you with?” Right straight up, no more. Check that out, there’s a better way.

Yeah. What’s the better way?

Now the point when that would normally be asked is when they’re trying to close the call. So what should you say instead?

Justin, before I let you go, do you have any questions for me?

Oh, actually, no, I don’t think so.

Simon: That’s great. Fantastic. So then we can roll all that into the second technique. This is where you can hit an emotional peak in terms of the experience for customers, especially if you’ve been good leading up to this point. Really help them, hopefully resolve otherwise why are you finishing the call in the first place? Okay, if you’ve checked they’ve got any questions, they don’t or they might, in which case you would address that. Yep. Expression of gratitude.

Gratitude is one of those things that’s the single most powerful thing you can do in terms of communication with another person on planet Earth is to express your gratitude, but we don’t want to overplay our hand. It’s got to be genuine, simple, sincere. The best way to show gratitude is with the word “appreciate”. So, what are you showing appreciation for? Well, the simplest thing you can do for any circumstance is that they’re called or their time. If there’s been a bit more involved in the call, like it hasn’t been simple, there’s been stuff to work through, you can use words like patience, understanding. Let me demonstrate for you.

So, I’ll repeat it with what I’ve done.

Technique number one: “Justin, do you have any questions for me at all?”

Uh, no thanks Simon. You’ve been great.

Look, just want to say I really appreciate your call and I’m glad I could get that sorted for you. Okay, so that’s two. Now there’s one more which is literally how do you end the call? Now, what so many people do is they use the word “bye”, “see you later”, “have a good one”, those sorts of phrases. Unfortunately, what tends to happen, especially with “bye” and I’m sure you know where this is going, you can get caught in that sort of little dance that loop. You’ll say “bye”, the other person feels they have to say “bye”, you say “bye” back, who’s actually going to end this call? Yeah, so we want to avoid that awkward dance of “you hang up”, “no, you hang up”. And the simplest way to end that is with the word “thanks” or “thank you”.

Okay, why does that work? “Thanks” or “thank you”, look what I do with my hands and say, “thank you, thank you”. It’s a very clean, it’s a clean finish, it’s a definitive piece of language. And so if you put “thanks” or “thank you” either on its own or within just a final sentence with all words, it makes that sentence clean, like it puts a full stop at the end, and it’s that full stop that triggers, is the trigger and the cue for the customer to literally hang up without that awkwardness. Words like “bye” and “see you later” tend to, if it was scripted, if it was written down, you’d see either “bye” dot dot dot and they have ellipses, it’s like the trails often do nothing. But “thanks” or “thank you” is clean and definitive, and it makes the whole literal end of the call just comfortable for everyone. Yep.

So could we role play that out, that three-step process, just for the benefit of our listeners? So if I play customer, just imagine Justin that I’ve been an amazing consultant, has delivered an incredible…

Look, just want to say I really appreciate your call and I’m glad I could get that sorted for you. Do you have any questions for me at all?

Uh, no thanks Simon, you’ve been great.

Thanks, Justin. It’s been a pleasure to speak with you today. Have a good one.

Thank you, Simon. You too.

Okay, well, that’s a wrap.

Um, but yeah, thanks or thank you. Have a great day. So, that’s an example of just that final sentence incorporating thanks or thank you with some other, you know, nice farewell. Still makes it clean, still makes it defended. Fantastic.

The other thing that’s, as per that role play, is critical is, uh, it’s got to be quick, it’s got to be efficient, it’s not too, it’s not overground, it’s not overplayed. Why? Because what do customers want to do at the end when they’ve got what they need? You know, what do you want to do?

Get off the phone, right? I’m busy, yeah, you want to get off.

So, anything that’s not quick and flowing, and that’s where the structure becomes very useful, it’s just bang bang. Um, yeah, so it’s got all the ingredients of good structure, a clean finish but still personable, still engaging, has that gratitude. It’s the real real um, strength of that glow, yep. And it leaves that strong final impression. And that’s really what you’re trying to create as an outcome.

So, staff who are good at their jobs, they’re able to not sort of fall apart a bit at the end. They can really leverage the good work they’ve done, right? Right to the end. And of course, as you know in the customer experience world, customers remember the last thing. That’s right. I mean, Disney have made a very famous, uh, yeah, case study out of it, right? So, um, fantastic.

There you go, three-step process, everyone, on how to close a call properly. Simon, thank you so much for sharing some of your expertise.

Thanks, Justin. I don’t know how to, uh, don’t know how to end this podcast because I don’t want to say goodbye and do that awkward dance. So, if you’ve got any other questions, uh, thanks everyone for listening, and we will catch you on the next episode of the CX Matters Podcast. Bye for now.

ACXPA ResourcesACXPA is packed full of great resources for people working in contact centres, customer experience, digital service and customer service including a range of exclusive member-only benefits.

Learn more about
ACXPAView our
Members DirectoryLearn more about
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What is Gamification?In this episode of the CX Matters Podcast host, Justin Tippett interviews local Australian expert on all things Gamification in the workplace, Luke Jamieson.

In this What is Gamification? episode:

• Clear definition of gamification
• History of gamification in contact centres
• Why gamification is used in contact centres
• Benefits of gamification
• Should you invest in gamification?
• How to avoid some common pitfalls
• Some tips on how to get gamification right Listen now to the PodcastJust click play below! If you’d rather listen on your favourite podcasting platform, you’ll find the links at the bottom of the page.

9 May ·Season 1 ·Episode 10

8 Min, 33 Sec·By ACXPA

In this episode of the CX Matters Podcast host, Justin Tippett interviews local Australian expert on all things Gamification in the workplace, Luke Jamieson.In this episode:Clear definition of gamificationHistory of gamification in contact centresWhy gamification is used in contact centresBenefits of gamificationShould you invest in gamification?How to avoid some common pitfallsSome tips on how to get gamification right

Watch the Podcast recording Subscribe to our YouTube Channel Read the transcriptWelcome everyone to another episode of the CX Matters podcast. My name is Justin Tippett, CEO of ACXPA, and in this episode, I am joined by a gamification expert, Luke Jamieson. Welcome, Luke. You know, Justin, how’s things? Well, things are great. It’s always great to talk to you, Luke, because, well, if there’s anyone who’s passionate about all things Employee Engagement, gamification, contact centre optimisation, etc., you are the man. So, in this podcast, we were just going to focus on gamification because it’s a term we often hear a lot in the industry, but I suspect there’s maybe a little bit of confusion around what really is gamification. So, I’m going to throw it over to you to explain to our listeners, I guess, your definition of what gamification really is.

Sure. So, little gamification has been around for a while, and it sort of had a rise to fame I don’t know, maybe 20 years ago. And what happened is that people just jumped on that, and I think I’ve tried to apply it really quickly because it was a way, you know, seen as a way to get more out of people. And I think as time went on and people got burnt by it and felt a little bit like that condescend maybe that gamification was a bit condescending by asking you to do little tasks and get rewards for it, I think people see through it. And I think as that whole gamification piece has matured, it’s now seen much more around sort of Behavioral psychology.

So look, there’s a couple of definitions of what gamification is. Jesse Schnell, he does a pretty good one that I like. He says, “A game is a problem-solving activity approach with a playful attitude.” And so when you kind of apply that to gamification, it’s solving solving activities with a playful attitude. Gamification kind of lends to that and is the application of game mechanics, so what we see in video games and the likes applied to real-world scenarios such as work with the goal to achieve something, right?

So, in the context of a contact centre, I guess the majority of our listeners are probably based in, you know, as you said, it’s been around for a little while, and I think initially, it was used as a “hey, do this, we’ll give you this” kind of thing, and not a lot of thought was put into it. But it’s obviously moved a lot in sophistication now. You’ve implemented a number of gamification projects, I guess, over the time, so we’ll cover implementation at another time. But I guess, in terms of the definition, like, why are we seeing contact centres use gamification now, and we’re recording this in 2023, or what is the benefit? Is there a clear benefit?

Look, I think contact centres have been doing gamification in some way, shape, or form for as long as I can remember ever since I’ve been in the industry. Basic terms were like movie tickets, right? I mean, do get a cheap this, and we’ll give you movie tickets. I mean, that’s a really basic form of gamification, right? Exactly. I mean, we see it with kids, right? You see they’ll get star charts and all that sort of stuff, and then we’re kind of slowest to the contact centre. We see things like leaderboards and points and badges and those sort of things. It’s flowed into, I think, contact centres because it’s highly measurable. It’s really easy to apply some of those basic game mechanics, points, badges and leaderboards.

I think from why we’re seeing a big emergence of it in contact centres in the last sort of five to ten years is because we’re starting to see platforms move into that space. So SAS platforms that enable it to be a lot easier because, in my time, when I was running a contact centre prior to any of these platforms coming in, we were doing things like cutting out badges and sticking them to walls and moving around and riding them on whiteboards, and it’s a lot of maintenance to be able to actually do those. I think now that these platforms are emerging and getting tacked onto bigger things, you know, so you see a lot of contacts in software going and buying a gamification platform and embedding it in their suite. So I think we’re seeing that become a bit more the norm. Yeah, you understand.

If someone was considering gamification, Luke, and now that you’ve been around the traps for a while, what would your recommendation be? Is it something that you think is absolutely worth it, you know, there are defined KPIs that you’re going to see improve, or is it, you know, test and learn, or be careful, or don’t even waste your time? Where are you in this game of it?

Look, I think it’s definitely worth doing, it’s just worth understanding before you implement. And I’ll give you a quick example. Yeah, we all are motivated differently, and this is why I actually like gamification, it’s kind of is the premise for why I got into it. We’re all motivated by something different. Typically, when we build key performance indicators or KPIs, we tend to focus on a particular demographic. It’s, we want you to hit this goal, and there’s a certain group within, say, a contact centre that’s really going to lean towards, you know, goal-driven achievements. There is also, but you think about contact centres, there’s a diverse place. Yeah, it’s so much an amazing diversity within them of all ages, races, the whole lot, right?

And, you know, someone who moves into, say, a contact centre space at the end of their career because they want to do good work, they want to feel like they’ve got a worthy job, but don’t really want to climb the corporate ladder. Those sort of hit these KPIs to get a reward or to move their career on, isn’t all that motivating. What they might like doing is sharing their life experience and sharing what they know and providing great service. So they’re motivated differently. And when we think about how people are motivated, we need to think about how we then reward and recognize them, and gamification actually provides some really good different ways of recognizing people, you know, giving people a sense of purpose, a sense of achievement, a sense of ownership, a sense of progress, all of these things are able and are enabled through the vehicle of gamification.

But I think the first lens before going, yep, we definitely need to do it, it’s really understanding your environment and looking across that contact centre and saying, let me have a look at the people who are going to be motivated by points and badges and leaderboards, let’s have a look at those people who are more motivated by the social aspects of work, let’s see who those people are motivated by problem-solving and working through complex ideas, and let’s have a look at those people who are really motivated by helping other people and developing the people around them. And when you start to work that out, you start to realize that the KPIs that maybe you’ve built initially don’t cater for all of them, and gamification could be a good solution.

Fantastic well there you go that gives us a very broad overview of what gamification is we’ve got a number of podcasts that we’ve recorded with Luke that you can listen to that actually dive deeper into a lot of those topics that we’ve touched on so make sure you just look at the CX Matters playlist and you’ll see all the titles there for which ones are going to be applicable for your situation Luke thank you very much for your time as per usual thanks Justin it’s been a pleasure being here and I really appreciate you having you on the podcast at any time all right thanks everyone for listening and we’ll catch you on the next podcast of the CX Matters bye for now

ACXPA ResourcesACXPA is packed full of great resources for people working in contact centres, customer experience, digital service and customer service including a range of exclusive member-only benefits.

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Tennis Australia CX InsightsIn this episode of the CX Matters Podcast, host Justin Tippett talks to Karen ‘KC’ Clydesdale, Head of Customer Experience and Customer Relationships for Tennis Australia.

KC was very generous with her time and shared some great insights, learnings and tips covering a range of topics including:

• CX Strategy and Principles
• Human Centred Designed (HSD)
• Tennis Australia CX Journey
• Customer Segments
• Building a customer-centric culture
• CX Metrics and results

You can listen to the podcast here using the player below or via your favourite podcast platform. You can also watch the video directly below in the browser or on Youtube.

Bonus! ACXPA Members can download the full slide deck used by KC that contains some great diagrams, journeys, segments etc.

Listen now to the PodcastJust click play below! If you’d rather listen on your favourite podcasting platform, you’ll find the links at the bottom of the page.

8 March ·Season 1 ·Episode 9

52 Min, 45 Sec·By ACXPA

In this episode of the CX Matters Podcast, host Justin Tippett talks to Karen 'KC' Clydesdale, Head of Customer Experience and Customer Relationships for Tennis Australia. KC was very generous with her time and shared some great insights, learnings and tips covering a range of topics including:CX Strategy and Principles Human Centred Designed (HSD)Tennis Australia CX JourneyCustomer Segments Building a customer-centric culture CX Metrics and resultsYou can listen to the podcast here using the player below or via your favourite podcast platform. You can also watch the video directly below in the browser or on Youtube.Bonus! ACXPA Members can download the full slide deck used by KC that contains some great diagrams, journeys, segments etc.

Watch the Podcast recording Subscribe to our YouTube Channel Customer Experience ResourcesACPXA is packed full of resources for customer experience professionals as well as building a thriving community of CX professionals that connect both online and via in-person events around Australia.

How to create the foundations of a CX ProgramJoin the CX Practitioners Private GroupUpcoming CX courses & workshopsVIEW THE ACPXA MEMBERSHIP OPTIONSDon’t miss another episode! Subscribe now > Share this 0 Go on, be the first to like this article!

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How to build the foundations of a CX ProgramIn this episode of the CX Matters Podcast, host Justin Tippett talks to Scott Downing, an Australian CX expert who walks us through how to build the foundations of a CX Program.

The episode walks you through some of the components, including:

• Being clear on who the customer is.
• Ethnographic research.
• Taking in outside-in approach.
• Tactical programs of work.
• Key Measures including Net Promoter Scores.
• Great tips on how to get traction.
• Some great examples and stories.

If you’ve been interested in learning more about Customer Experience Strategy or aren’t quite sure where to start, click the play button now!

Listen now to the PodcastJust click play below! If you’d rather listen on your favourite podcasting platform, you’ll find the links at the bottom of the page.

1 February ·Season 1 ·Episode 8

19 Min, 48 Sec·By ACXPA

In this episode of the CX Matters Podcast, host Justin Tippett talks to Scott Downing, an Australian CX expert who walks us through how to build the foundations of a CX Program.The episode walks you through some of the components, including:Being clear on how who the customer is.Ethnographic research.Taking in outside-in approach.Tactical programs of work.Key Measures including Net Promoter Scores.Great tips on how to get traction.Some great examples!If you've been interested in learning more about Customer Experience Strategy or aren't quite sure where to start, click the play button now!

Free Members Workshop! The case for CX and how to build the foundations of a CX Program

Scott is running a one-hour online workshop on the 7th Feb between 13:00 and 14:00 to provide tips and guidance on how to build the foundations of a CX Program. Learn more >

Watch the Podcast recording Subscribe to our YouTube Channel Customer Experience ResourcesTo help you with getting started with Customer Personas we’ve included some quick links below to ACPXA resources that can assist.

How to create the foundations of a CX ProgramJoin the CX Practitioners Private GroupUpcoming CX courses & workshopsDon’t miss another episode! Subscribe now > Share this 0 Go on, be the first to like this article!

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The Future of Customer ServiceIn this episode of the CX Matters Podcast, host Justin Tippett speaks with Jaquie Scammell, Australia’s leading Customer Service expert to discuss the future of customer service, including:

• What to expect.
• How to prepare your people.
• Why it’s ‘cool to care’.
• Lots of gold nuggets for Customer Service! Listen now to the PodcastJust click play below! If you’d rather listen on your favourite podcasting platform, you’ll find the links at the bottom of the page.

1 February ·Season 1 ·Episode 7

What is the future of customer service?10 Min, 48 Sec·By ACXPA

In this episode of the CX Matters Podcast, host Justin Tippett speaks with Jaquie Scammell, Australia's leading Customer Service expert to discuss the future of customer service including:- What to expect in the future.- How to prepare your people.- Why it's cool to care!- Lots of gold nuggets about Customer Service!

Watch the Podcast recording Subscribe to our YouTube Channel Customer Service ResourcesTo help you with getting started with Customer Personas we’ve included some quick links below to ACPXA resources that can assist.

More Customer Service articles & tipsJoin the Customer Service Private GroupSearch upcoming Customer Service EventsDon’t miss another episode! Subscribe now > Share this 0 Go on, be the first to like this article!

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What is Customer Service?In this short episode of the CX Matters Podcast host Justin Tippett speaks with Jaquie Scammell, Australia’s leading Customer Service expert to provide a definition of customer service along with the “three t’s” that form the basis of how you can provide great customer service.

Listen now to the PodcastJust click play below! If you’d rather listen on your favourite podcasting platform, you’ll find the links at the bottom of the page.

13 December ·Season 1 ·Episode 3

Introduction to Customer Personas14 Min, 32 Sec·By ACXPA

In this episode of the CX Matters Podcast, host Justin Tippett introduces Customer Personas with special guest Rod Netterfield.The episode includes:- An overview of Customer Personas- How to get started- How COVID has changed customer personas- How many customer personas should you have?- How often should personas be refreshed?- Top tips! If you've been interested in learning more about Customer Personas or aren't quite sure where to start, there is no better place than this episode!This Podcast is also available to watch on our website and has a complete transcript.You'll also find a lot more information on Customer Personas on the ACXPA website as well as tools, resources and support for Customer Experience Professionals. Visit https://acxpa.com.au

Watch the Podcast recording Subscribe to our YouTube Channel Read the transcriptWelcome to the CXMatters Podcast my name is Justin Tippett CEO of ACXPA and also host of this podcast and in this episode I’m getting to talk to the world famous Jaquie Scammell welcome Jaquie thank you Justin thanks for having me wonderful to have you on the show in this episode where we are going to talk about well customer service and a definition I guess because we’ve probably all got our own interpretation of what that means and I thought you know what who better to ask than someone who does this stuff for a living in is also on The Advisory Board of ACXPA so I’m going to throw the questions straight to you Jackie what is customer service well it’s yeah and and customer service sometimes gets muddled in that CX customer experience and and I think it’s a great place to start so for me I like to keep things really simple customer service is simply making people feel better than when you found them and that’s the whole aim of customer service what do we need to do to make that person who’s buying our product or service feel a little bit better than when they first arrived and it’s it’s one of the most wonderful Parts about customer service that I love because that’s the human touch the human impact that we can all have there is a of course an academic definition of customer service and one that I um I certainly read many years ago and thought you know that’s probably helpful to remember so it was um back in the 1980s an academic by the name of Klaus he said there’s three elements that make up a quality customer service the first is Task the second is the tangible and the third is the treatment and so the task is the the transaction the the process that you’re going through to give that customer the product or service the tangible is the stuff sometimes it can be the um technology that we’re using or it could be literally a physical space if you’re working in a bricks and mortar environment so the environment that you’re working in and then the treatment of course is the emotional and social component of service and that’s the part that I love the most because that’s the feeling aspect of service which is how customers measure up on how they feel when they’re being delivered a service from you yeah and that passion certainly comes through your face lights up where your voice lights up when you talk about that tangible so I’m going to throw the other T’s to the side for this particular one because there’s lots of podcasts that we’ll have that talk about technology and the enablers ETC so if we focus on the tangible and the feeling part how do organizations get that right because I guess if it was perfect we’d all be doing it and we’re not so uh so what are some of the tips that we can give to people out there that are listening or watching yeah so the so the treatment element of customer service is really about um like I said the emotional social interaction that you’re having with another human being and I mean you know yourself the way you feel when you’re being treated by someone usually um it’s very subjective it’s very personal it’s very unique so what are the things that make up the way you treat people well first we start with mindsets so anyone in any type of service role we all bring a certain level of thinking and mindsets attitudes beliefs sometimes stories to work and often that leaks out in our behavior and in our language and the way people experience us the way we treat people so one of the first places we always start when we look at improving the treatment of a quality service experiences mindsets and then that enables us to then be aware of how we actually behave how we speak how we act women with customers whether it’s on the phone or face to face so yeah mindsets habits language behavior these are all the the soft skills and the elements of treatment that determines how you make a customer feel when they interact with you regardless of the outcome whether you solve the problem or got them the solution you’re always going to leave someone with a feeling yeah yeah and that treatment stuff is is so important because as you’ve touched on I mean it for a lot of customer service folk they’re dealing with a lot of people in a day right and it’s pretty hard to just sort of front up customer customer after that customer uh and particularly if one’s sort of thrown you very early in the day it can really Offset you know the whole rest of the day so we’ll cover mindset and stuff in in other episodes but I I guess I really love that bit around how you make people feel and that that treatment part of customer service so well we’ve given people some three T’s we’ve given people a formal definition as well so if that’s what you tuned into when you saw the podcast of the title I hope we’ve given you the answer um we do have other podcasts with Jaquie as well to listen to and if you haven’t already make sure you listen to the podcast where we actually delve into Jaquie’s uh life in uh this is your life kind of stuff because it’s a fascinating Journey uh and I I genuinely encourage people to to listen because you you realize just where some of the the skills and experience that Jaquie’s had and how that actually manifests itself now and why she’s the expert that she is so if you haven’t tuned into that make sure you do but for now thank you so much Jaquie for your time on this one and we look forward to catching everyone on the next podcast of the CX matters podcast bye for now

Customer Service ResourcesTo help you learn more about Customer Service we’ve included some quick links below to ACPXA resources that can assist.

Articles on Customer Service >Join the Customer Service Private GroupView upcoming training courses & eventsDon’t miss another episode! Subscribe now > Share this 0 Go on, be the first to like this article!

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Career Insights featuring Jaquie ScammellIn this special edition of the CX Matters Podcast host Justin Tippett interviews Jaquie Scammell, Australia’s Leading Customer Service Expert and member of the Australian Customer Experience Professionals Association (ACXPA) National Advisory Board for a fascinating insight into where Jaquie’s career first started and how it continues to flourish.

From starting at Mcdonald’s at just 14 years old, Jaquie has built a successful career in Customer Service working in roles across the world including Head of Hospitality – Corporate Suites at Wembley Stadium, General Manager – Catering at Melbourne Park and Director of Customer Relations at Tennis Australia to name just a few.

Author of 3 award-winning books (and a 4th on the way!) and a regular in the media talking on customer service-related matters, there is no question Jaquie is an authority on all things Customer Service and her passion comes through loud and clear!

In this episode, you’ll learn how Jaquie forged a career for herself, her key drivers along with some great tips/gold nuggets for experienced managers and those just starting out their journey.

Listen now to the PodcastJust click play below! If you’d rather listen on your favourite podcasting platform, you’ll find the links at the bottom of the page.

13 December ·Season 1 ·Episode 5

Career Insights with Jaquie Scammell, Australia's Leading Customer Service ExpertBy Australian Customer Experience Professionals Association (ACXPA)

In this special edition of the CX Matters Podcast host Justin Tippett interviews Jaquie Scammell, Australia's Leading Customer Service Expert and member of the Australian Customer Experience Professionals Association (ACXPA) National Advisory Board for a fascinating insight into where Jaquie's career first started and how it continues to flourish.From starting at Mcdonald's at just 14 years old, Jaquie has built a successful career in Customer Service working in roles across the world including Head of Hospitality - Corporate Suites at Wembley Stadium, General Manager - Catering at Melbourne Park and Director of Customer Relations at Tennis Australia to name just a few.Author of 3 award-winning books (and a 4th on the way!) and a regular in the media talking on customer service-related matters, there is no question Jaquie is an authority on all things Customer Service and her passion comes through loud and clear!In this episode, you'll learn how Jaquie forged a career for herself, her key drivers along with some great tips/gold nuggets for experienced managers and those just starting out their journey

Watch the Podcast recording Subscribe to our YouTube Channel Read the transcriptWelcome to a special edition of the CX matters podcast my name is Justin Tippett CEO of ACXPA and host of this podcast and in this particular podcast what we want to do is introduce you to one of our Advisory board members because we think they’re bloody awesome so you’re going to make your own opinion up so in this particular episode I would like to introduce Jaquie Scammell welcome Jaquie hey Justin great to see you super excited to have you as part of ACXPA first of all so thank you for coming on board um you are known as Australia’s leading customer service expert and for anyone who’s ever interacted with you I think that comes through in Spades right so we’ll certainly get a taste of that uh in this episode but some I really wanted people to get to I guess have an opportunity to learn a bit of insight about you and your career and and I guess just show everyone just how amazing the opportunities are in this industry because if anyone has made the most of it uh it’s someone like yourself so thank you for coming on and and offering to Bear all should I say in a professional sense so I’m going to cast you way back when Jaquie it’s probably a long time ago although these things go in a bit of a blink of an eye don’t they sometimes but you like I guess many people started their career in good old maccas right like I was just reflecting that’s 30 years ago Justin to the month amazing right incredible I’m probably going to give away my age now but yes the moment I was legally able to work which was 14 years and nine months I was marching into my local McDonald’s store in Port Macquarie New South Wales here in Australia and um I just couldn’t wait to work and of course what a back at the end this is back in the 80s what a wonderful training ground to learn the basics and fundamentals of business but of course the sweet surprise for me was that this was where I fell in love with service yeah yeah it just I think as a young teenager you’re so open-minded and you’re so curious and the world’s ahead of you and you’re going through high school and you you know you’re making friends and then you get you what you you fall into a workplace like McDonald’s where the training was so um so disciplined and you you’re held accountable at such a young age but you also understood really early on how you added value and how you contributed to the success of a thousand dollar rush hour or a two thousand dollar drive-through hour and um and I think when you when that stuff gets underneath your skin you start to see how making other people happy throw a cheeseburger and french fries and a smile um has actually a benefit commercially yeah um and you know for a business Performance Point of View and and and the the surprise that I did get from my first few days of McDonald’s was um I didn’t realize the benefits that I would get as a young girl growing up and I’m really pleased to share some of that with everyone today because it was really that that Journey 30 years ago that set me up for some incredible learning as as a human as an adult and I’d love to share some of that with with um all of our listeners and viewers today I have no doubt they are absolutely hanging on everyone way that you’re speaking about because not only did you start there you’ve actually ended up in a career that has enabled you to work globally at some iconic places like Wembley Stadium is an example and you’ve now sort of been running your own business for around 10 years you’ve published three books you’ve got a fourth on the way if anyone’s made a career of customer service it’s you right so so macca’s is a good grounding and I guess there’s lots of kids today that are still going through that grounding in in McDonald’s and I know they’re doing it really tough trying to find stuff like so many other businesses at the moment right so but what were your key takeaways you mentioned a couple of them um there is there any other thought of big standouts that you had from from the macca days yeah so I think you know it this certainly formed in those early days and then I sort of see it on the journey um as as I worked in other places like major stadiums and events at Wembley and Emirates and then close to homie at the Australian Open with the um the Australian tennis but what I learned very early on was that when you serve humans you actually learn a lot about yourself and so you learn a lot about um the way you’re perceived the way people experience you you learn a lot about your own triggers your own um your own levels of resilience if you like um but you also learn how to impress people how to um influence how to take a bad situation and make it a little bit better and so and I and these are Big macros sort of Concepts but when you break those macro Concepts down what I’m talking about are the the 101 soft skills of customer service you know um and there’s that beautiful saying that um every every human being you meet is either a lesson or a reflection and what I learned early on was that um I always had something to learn at the end of a shift not so much about the product I was selling or um you know something tangible but something about humans human behavior and and I’ve got to say Justin I’ve literally got thousands of customers to thank for the person that I am today and if people are listening to this or watching this and they have a love of learning if they are curious about you know developing themselves personally and professionally and they really want to grow into you know a better human than yesterday and just keep you know having a full life full of amazing experiences where they get to learn about themselves more then customer service is like a no-brainer like it’s one of the most incredible uh job skills for life in my view and you know I’m not surprised you know here I am 10 years now running my own business the customer service skills I learned at McDonald’s and major studies and events both in the private and public sector Frontline and in leadership I’m bringing all of that now into my own business as a CEO as a leader as a um as a speaker as someone that is influencing um a topic here in Australia and you know it’s not rocket science this is the wisdom comes from serving the nobility of what I write in my books and what I say on stage comes from those experiences not from going to UNI it comes from those experiences and I think there’s so much to be said for that you know and speaking about experiences let’s just dive into some of yours because you you spent what seven years at macca’s did you was that ended up as a full-time sort of yeah you start a part-time ends up full-time did you end up running the store running the area what was you what did you get to at macca’s you know well you’re right like it was um I was presented an option when I graduated um at 17 years of age to either go into a Performing Arts degree because I loved music and drama um or I was offered a full-time management job running the store and um at 17.

wow yeah and and back then they they put you through a really strong um leadership program um there was various diplomas that you it was all on the Ground Learning the head office was in Sydney um but you know for me that was that was what that was what I was circuit searching for and seeking was that opportunity to learn those skills that have really set up a strong Foundation um but I’ve got to say I still bring my Performing Arts in because sometimes service is a bit of a performance well I was just going to say there’s a bit of uh because there is some correlation between the two there so um so so you leave macca’s in it but you stick to the hospitality path I guess um and that got you to the Sydney convention and Exhibition Center was that sort of your uh you know did you was that a role that you saw and applied for were you tapped on the shoulder how did you sort of start to go down that path yeah well leaving McDonald’s was a big step but it was also about leaving my small town and going to the Big Smoke and so I was ready to sort of put my big girl’s pants on so to speak and um it was just it was the year before these did the Olympics and um I could see an opportunity there um you know in a a major environment the Sydney convention Exhibition Center and I thought no it’s time for me to go and try something different and that really then was the beginning of my um major stadium and um sports events type career which really set me up for quite some time where as as you said I got to go and do some incredible work in different places but stadiums and major events are um are really exciting places to work in and the commonality between that and McDonald’s is your um you’re dealing with a lot of people all the time so it’s about managing crowds managing the flow of that and serving literally hundreds of people in a day um and so I had I had that sort of earlier under you know under my skin and I knew that that I was I liked the rush of that I liked the the change and variety of serving lots of people all day but it was just a different environment you know yeah and I guess there’s no bigger challenge when you think of you know iconic sporting stadiums you know aside from the MCG of course uh for our Melbourne listeners uh you know Wembley would be right up there right so I guess the opportunity to to be the head of you know hospitality and the corporate Suites as well right where you’re dealing with the top end of town who have very high expectations having been lucky enough to sneak into a couple of boxes along the way um you know that is is that is at the Pinnacle of service so you know as you said everything probably culminated to getting into that level did you feel when you started that job that you were you were ready to go or was it thrown in and going oh my God what do I do

oh my God I mean I was like late 20s by the time I hit Wembley and um you know over in England I was exposed to things like Butler Service and um you know one of the corporate Suites was the Beckham box and then there was the Chelsea box and I was like this was blowing my mind it was like a whole different world but again if you keep things simple and and people who know me know this is one of my philosophies at the end of the day it doesn’t matter whether you’re serving a duchess and Duke or whether you’re serving a dad who’s there with his kid to watch a game of footy most people want the same things you know and so um really the beauty of my career was that I kept being reminded or bad I was in these different environments that whether you’re serving a cheeseburger or a five-star you know um Butler uh Diga station you know fine dining Chateau de Pap red wine doesn’t matter what you’re serving people still want some fundamentals and that comes right right back to my IP and what what I teach which is just make people feel seen make them feel like that that they’re heard and make them feel like they’re really important and I’ve had the privilege you know it both at Wembley but when I came back hit him on Park solving lots of celebrities you know um all the time and I never got Star Struck I never really freaked out about who I was serving although I did love serving pink because she’s she’s

her but then together they’re just a human that just has needs and right now your job is to be a professional and serve those needs and I think that’s why mindset is so critical with this job role because when we get out of our way and we sort of almost shrink our ego a little bit and just turn the voice of our ego down a little bit you can make anyone feel special and not get caught up in who they are and what they need just come back to some basic human principles and that’s why I love this work because it keeps me grounded um and it also it keeps me um real you know like don’t get caught up in it yeah I was going to say you know as you said a lot of it just comes down to the basics right but and I was always going to fall into the Trapper saying it’s not rocket science because technically it’s probably not but you know the reality is most people and it seems to be more and more these days don’t know what to do right they’re not actually taught these soft skills right um and I don’t want to jump too far ahead because we’ll talk about you know your service queue business shortly but um we’ll go from the corporate Hospitality Suites and and get back with that vein because you then came back to Australia as you said went to tennis Australia um and I guess probably similar concept of major sporting events you know the the open Etc but those fundamentals I guess this time when you when you first sort of imagined yourself going to Wembley and as you said all these things you had to wrap your head around that you hadn’t heard of when you did go to Melbourne did you feel a much better prepared at that point yes and um you know you as your career grows you you know there’s there’s another level up and there’s a higher expectation of what you’re going to bring and and I think this is this is really the correlation of service and Leadership you know it feels relevant to bring this point in at this point of our conversation you know there’s one thing to to be good at serving a human being um at the front line but then you know when we’re leaders we’re asked to do so much but again I like to keep it simple um and so for me leading was all about still service it was about how do I serve my team now you know how do I really take care of you know when I came back from England I was handed the keys to um a contract which at the time had 40 full-time employees I’ve just turned 30 um and we had at our Peak about two and a half thousand staff back then um and this was just in the hospitality contract space and for a 30 year old that was quite overwhelming you know it was um it felt like a lot of responsibility and and I felt um I felt the pressure of that but I had some fantastic mentors around me I had some great people to keep me again grounded and remind me what I was here to do and um this is where service and leadership are just so intertwined because leaders are there to serve their people and the more we can serve our people if it’s a full-time team of 40 or 400 or 4 000 if we can care for them then we’ve got to trust that they’ll care for our customers you know and that there’s this there’s this ripple effect so I always felt even when I was you know the general manager and I was in a significant leadership role oh I still felt that my job was to serve it’s just that my my customer became a little bit different you know um and I think that’s a really helpful lens for for any leader of any size team yeah I mean look obviously leadership with customer service comes with its challenges as you know no doubt no particularly with large teams and it seems that often you know it’s the interaction of one that often takes up a lot of your time right yeah the the uh someone’s you know spilled a drink in the Beckham box or someone uh did something wrong with one of the the VIP customers Etc yet you know you get 99 of things right how do you as a as a leader deal with those sorts of situations yeah so you know you spot on like it only takes one person in your business to have a bad day right and like it or not how how the customer feels about that one interaction with one employees is often how they feel about the brand or the company itself so you know um each person no matter how big the team is is the company each individual is the company and so it’s up to leaders to re remind each individual that they are the company but also Inspire and reinvigorate them so that they feel that they’re adding value to the whole and the the challenges the bigger the company is the harder it is sometimes to see your value or your contribution but what I will say about you know if you’re in a leadership role and you’re you’re you’re noticing the pool performers or the ones that it um I guess letting the team down one of the quickest ways to address that is to focus on um what is already strong within the team and what is already working and so um a valuable leadership lesson I learned very early on in fact in my Delaware North days when I was running the Melbourne Park contract was to spend more time with my high performance and by doing that and it does feel a bit counterintuitive right because when you think someone’s not performing you need you feel like you’ve got to put all your time and energy into them but in actual fact the reverse is true we spend more time with our high performers and the ones that are really playing to their strengths and strong and we do that in a way that elevates the people around them that might be struggling or might not be doing so well by reinforcing this is what good looks like this is what good looks like and this and we reward these people by giving them more of our time and that was a very valuable lesson for me because I I learned that when I wasn’t spending time with high performers I was ignoring them because I was like they’ve got it I don’t need to worry about them they’re fine I need to spend all my time over here and fix this well in actual fact that’s not an effective way of taking a team on a journey and so um one of the one of the habits that we teach um in my business which we’ll get to is is is praise effectively and I think that praising the good as much as you can is actually a way of addressing the poor performance yeah there goes some good leadership tips there for everyone who’s listening as well as Jaquie’s journey um I completely agree with everything that you’ve said um so you’ve been leading to Big teams obviously I really love the way you just always keep it simple I just think there’s something to be said for that right we are often over complicate things so well done um you have a couple more uh goes in the corporate life you you left Melbourne uh Melbourne Olympic Parks uh went out to spotless and then back to tennis Australia for a bit as well um but then ultimately you end up wanting your own business around 10 years ago service Q um talk to me I guess about some of your motivations for uh for going out on your own because it’s a big step for anyone to take particularly when they’ve worked at some you know big uh corporates I’m sure there was lots of offers and and large dollars thrown at you to uh to take another senior role somewhere so to sort of be brave and go you know what no I’m doing this myself some would call you absolutely crazy but you took the leap of faith so what was the what was the driving motivation behind that one Jaquie uh you’re you’re spot on like sometimes I think what was really motivating um but look I just don’t think I’m good having a boss Justin yeah

I love autonomy I love independent I love being independent but I really love change and variety and I’m I’m a I’m a um someone that seeks change and variety I need it and so being in one place um feels a bit limiting for me um so that’s sort of a little insight to some of my personal values and motivations but you know one one bit of advice I got given which was around the time when I decided to leave the corporate career behind and take a huge leap of faith and start something from scratch in my mid-30s you know it’s age 35 was this idea of um you know how do you help people in a way that um really lasts with them not just at work but at home and for me service does that you know the skills that um you and I talk about all the time Justin are skills for life and they not only make you a better employee or worker they also make you a better dad a better Mum a better friend a bit a better brother sister and so I wanted to play that game you know and I think it’s important for people who are watching this or listening who are still trying to work out what’s their thing um I didn’t really know service was my thing I knew I loved it and I knew that it was I knew that I was good at it and I knew that it I made it look easy and natural but you know the secret is that it’s a lot of learned behavior that over time makes it look easy and natural yep um but it wasn’t until I I decided to leave the corporate world that it got really clear for me actually it’s not a particular industry or a particular Market or a particular product that I really love it’s actually service and a and a mentor of mine once said to me if you are if you’re going to write a book Jaquie about anything if you want to be an expert in anything here’s the litmus test he said if you’ve got to wake up every day and talk about it write about it think about it obsess about that topic and never get bored and if you can do that every day get up and write and talk and think and obsess about that same topic every day then you know that’s the thing that you’re most you know you’re here to do that’s your pets and that was my lens Justin I realized actually the one thing I know I could talk about forever the thing I could just punch out thousands of words every week about the thing I could you know on the Fly speak about and I’ve got all this sort of passion energy at your service and so that was my real litmus test and I was like okay I think I’m gonna go really narrow on that and what I’ve found is this beautiful sweet spot of sticking with what I believe I’m an expert in but I get all the variety by working with all these amazing different Industries and sectors that gives me the variety and changes I’m seeking you know yeah yeah absolutely and can we touch on um because I know you’re as you said a lot of it’s around skills that benefit yourself right it’s not just you know what you’re doing with customers and I know you know you’re you’re quite uh the advocate for for meditation uh yeah as well how did you how did you get into that um well like most things when you have um experiences in life whether it’s breakdowns or meltdowns or moments of anxiety you you start looking for tools and techniques to support you and so I mentioned my journey when I was at Wembley I was in my late 20s and that was already a significant responsibility for a young 20-something year old on the other side of the world with no family no friends and not really knowing what the hell she’s doing there um and then to come back to Melbourne at the age of 30 and to be responsible for such a big contract here um I really felt the pressure you know I was working with a lot of anxiety I was working with a lot of stress I took myself way too seriously and um so that that was the gift you know for me to go looking for ways of helping myself manage myself and so I was introduced around that time of my life to yoga and meditation and um became because I’m a lover of learning like I became absolutely obsessed with both of those modalities um and interestingly I have a fundamental belief that people who serve the best are typically most present you know if you think about when you’re with someone who serves you absolutely and they’re with you yeah that they’re hanging on every word they’re not multitasking that they’re absolutely with you in that moment that level of presence and mindfulness I think is um it’s incredibly hard to cultivate but it it’s simple you know and so but simple can be hard and so and so how you get to that level of mindfulness and presence one of one of the ways one of the ways of building muscle and mental training is is meditation and and meditation is simply that it’s the mental training to be mindful um and so for me this is a massive part of of what we teach as well is how do we get people in service roles to be self-aware of the dialogue that’s going on up here and being really really aware of how that’s leaking out in the way they speak and behave and act and even just their energy how people experience them um and so yeah I believe that people who meditate are better people in service you know there’s there’s a really strong correlation with that number I think you’ve written a few blogs about that yeah you have and uh and speaking of writing um you know I did touch on a little bit earlier but um you’ve already we’ve already got three three books out and a fourth on the way and I do believe congratulations are in order for your last book that just picked up another award yeah I know two Awards I was like oh my God this is awesome but that’s an interesting point Justin because the the third book serve service habits which is a second edition it’s won an award in a leadership category and in a self-help category yep and I think that speaks volumes right like it’s actually a service book but here we are winning Awards in those two categories so yeah yeah well congratulations how did you get because a lot of people work in customer service we had careers in customer service but not everyone’s written a book how did the motivation come about for going you know I’m going to write a book well first and foremost I one of one of the things one of the habits I teach is tell the truth and um I think that’s a big one in service and and I think if you’re going to come out and declare that you’re an expert um you’ve got to earn that credibility not just an experience but also in um contributing and putting out to the world through generosity and and through your own lived experiences you know which I think gives you the badge or the right to call yourself an expert so um here in Australia and I think in most parts of the world if you’re a published author it certainly is um it still has a lot of um credibility around that and I think there’s a lot of recognition the work that goes into being a published author so I was up for that challenge and um my first book was always a bit clunky when you do something the first time I was like oh my God this is costing me tens of thousands of dollars I’m not writing a book to make money you know like we’re writing it to to to get a message out but then um after the second and third book I’ve now officially got the bug and in fact I’m currently amusing and and preparing my fourth book um to present to my publisher in January so we we’re starting that whole journey and next year’s a year of writing and I’m really looking forward to it well okay there we go look out for the uh the bookstores and hopefully we should actually sell it on Ax but there’s something for us to look at as well and get your books out on the expert platform in the marketplace so um but speaking of expert I guess you know one of the questions I sort of want to put to you because you are involved in a lot of things but you know what what made you say yes to getting involved in in expert because we’re obviously quite quite new um but we’re obviously looking about changing a few things I guess in the industry but some nothing better than hearing it directly from yourself yeah and that’s actually a key reason why which is first and foremost your vision Justin of the purpose of expert but equally your vision and what you’re trying to influence in the industry I was absolutely drawn to that in our very very first conversation way back when and I think that um the the industry does need a shake up and the industry does need um pioneering it needs leadership it needs Visionaries like yourself who’s prepared to put in the effort and time to not only um get get people exposes but actually give them the tools to enable them to change the way we do things and so your vision coupled with your hard work in developing this incredible platform business um is inspiring and I always seek the company that I hang out with the people that I spend time with I’m inspired by the company that I keep and so that was one of the very first reasons was you thank you um yeah and I think that shared and common belief that we both have that um this is really important work and whether you’re you know sitting there with a headset on like Justin has now um you know making phone calls receiving phone calls day in day out or whether you’re behind a counter serving customers face to face or anything in between um it’s a privilege to serve humans and uh it’s an incredibly important vehicle to the way Society is shaped and the and the way we are shaping society and I said yes to this advisory role before covert and look where we are now like there’s even more of a reason why we need you know platforms like aspa networks communities like but also CEOs like yourself Justin to help shape the future and I want to be part of that as well you know I I I’m um in my mid-40s I’ve got a hell of a lot of life ahead of me and a lot that I want to do in this lifetime and a lot that I want to give and um I think being part of ax bar is is another way of allowing me get some reach and some impact and learn you know like there’s so much that I learn every day when I’m in front of a new audience or in front of a new master class or even a one-on-one um you know you know sure I’m going to write my fourth book next year like that sounds like I’m old hat at it you’re kidding right like it’s it’s a massive learning process when you give out to the world and when you serve and when your attention out and um like I said earlier on I’ve I am the person I am today because of what I’ve chosen to to put out and give and who and and serve you know so my expectation of being here um on the Advisory Board of ACXPA is that I hope to learn a lot um and probably more about some of the industries that I don’t know so much you know and and by the virtue of being part of this community and learning more of what people want and and where the skills Gap is and how we can help and serve them like I want to be there so that’s a that’s a big part of my motivation for being here and um spending time with you and the rest of the Advisory board members yeah most certainly through the Euro part of it because as I said right at the start you know your passion for the industry knows no bounds so um now before I let you go I I think it would be worthy to ask there’s no doubt a lot of people listening here that uh a already inspired by your your story because you’ve been very open in sharing your learnings along the way but what advice would you you give to people that are I guess more towards the start of their career but you know going you know what yeah this customer service thing is kind of all right I don’t mind it how do they go from transitioning from you know it’s a job and I’m enjoying it to actually going you know what this is going to be my career this is what I want to do

the one there’s a lot of things I could say I know right the one the one thing I will say is you know um if you choose to serve whatever it is you do and whatever role you are no matter how senior or Junior you view yourself and whatever label you’ve been given in any moment when you’re in front of a human being if you choose to serve you are going to get so much back from that you are going to get more answers to your questions you’re going to learn more about yourself service can give you an opportunity to stay present and it can help turn down some of the unhelpful words and thoughts and stories that you might be telling yourself you gain more learning understanding about particular industry or sector but also when you find out what benefit or what impact you’ve had on other people that’s like that’s one of the most powerful things that in in a human life you can receive you never know what your legacy is right you never know what impression you’ve just left on someone you don’t know what kind of day they’ve had until they met you or where they’re about to go or what they’re about to do we’re working a lot at the moment with airports and Airlines and you know tourism environments where they’re they’re Transit you don’t know the impact that you’re having on someone and the impression that that might leave for them and the thought that you can impact another human being is um to me one of the one of the reasons why we exist yeah it’s critical to human evolution and and I’ve been on the receiving end Jaquie I haven’t told you this but I’ve been on the receiving end of some of your work because I I traveled recently and uh was at Melbourne Airport and I was lining up to go through the the X-ray machines and you know it’s it’s not a fun process let’s be honest in the case is often a little bit line that long no matter which side of the the queue you’re on and um but there was a couple of people at the front of the queue that were just making everyone laugh and smile and you know you sort of quickly forgot about that delay and and so just that little as you said that little bit of work that they did the skills that they did just had such an impact on everyone standing in that queue and and I went through the scanner and you know I was having a smile on my face and thought wow that’s awesome so I know the work that you do is uh is is amazing um for those that you that want to learn more about uh Jaquie’s business I encourage you to do so I’ll just pop the email address sorry the website address up there but it’s a service queue so serviceq.com so if you want to learn more about what Jaquie does with her and her team please check out the website and of course if you want to learn more about what ACXPA does then make sure you check out our website at acxp.com acxpa.com.au I should know that shouldn’t I um so Jaquie thank you so much for sharing your story um as I said you should be incredibly proud as I’m sure you are of of everything that you’ve achieved and and you’re not even halfway there right so there is so much more to come and um so if you haven’t said seen some of Jaquie’s work there’s a few books that you can read as well there’s some other podcasts that you can listen to on on this CX Matters podcast as well and of course you’ll hopefully be seeing and hearing a bit more of Jaquie throughout the year with all the things that we do through ACXPA so Jaquie thank you so much for sharing your story pleasure and wonderful to be with you and uh yeah let’s let’s look forward to a great year ahead thank you exactly right all right thanks everyone for listening and bye for now

thank you

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What is a Service Blueprint?In this episode of the CX Matters Podcast, host Justin Tippett discusses Service Blueprints with special guest Rod Netterfield.

The episode includes:

• An overview of Service Blueprints.
• Why and when you should use one.
• The difference between Customer Journey Maps and Service Blueprints.
• Top tips!

If you’ve been interested in learning more about Service Blueprints or aren’t quite sure where to start, click the play button below now!

Listen now to the PodcastJust click play below! If you’d rather listen on your favourite podcasting platform, you’ll find the links at the bottom of the page.

13 December ·Season 1 ·Episode 4

13 Min, 28 Sec·By ACXPA

In this episode of the CX Matters Podcast, host Justin Tippett discusses Service Blueprints with special guest and CX expert Rod Netterfield.The episode includes:An overview of Service Blueprints.Why and when you should use one.The difference between Customer Journey Maps and Service Blueprints.Top tips!If you've been interested in learning more about Service Blueprints or aren't quite sure where to start, click the play button below now!

Watch the Podcast recording Subscribe to our YouTube Channel Read the transcriptWelcome to the CX Matters Podcast my name is Justin Tippett CEO of ACXPA and in this episode we’re going to be talking about service blueprints now when it comes to service blueprints I’m going I don’t know what the hell they are I need to speak to some expert and I go straight to our advisory boards and in particular Rod Nettlefield welcome Rod hey Justin how you going really well so for those that don’t know Rod ah Rod is a member of our customer experience Advisory board so he helps expert on all things CX and in his day job he works in the customer experience space as a director of a company called a humind so Rod thanks for joining us on this episode we are going to be talking about service blueprints we’ve already got a couple of other episodes that we’ve recorded and in particular and I guess because it’s related customer Journey mapping so I guess I want to go right off the bat and go what is the difference between a service blueprint and a customer Journey map definitely and I think it’s probably one of those ones where people use the terms interchangeably so um because if you if you go to that previous conversation we’ve had Justin we talked about a journey map being that visual summary of what the customer goes through from their perspective yeah if you think about the service blueprint though it goes deeper and so it goes deeper to more what’s happening than I guess backstage and behind the scenes to make or enable that experience for the customers to happen right so it’ll start it’ll oh sorry no I was gonna say so give me an example yeah like yeah Bingo yeah so like the if you looked at just sort of the top let’s call it the top sliver of a service blueprint it actually may look quite similar to a journey map that you’ve produced yeah and this is what we call the front stage but then again we go deeper we go deeper again into the backstage activities and then down into the processes policies and even down into systems that will enable that experience to happen um so if we think about maybe a really simple example you might be going to a restaurant and so the restaurant will have an experience then there’ll be the wait staff and then there’ll be the kitchen that’s actually producing the food in the background or if you think about Hospital you know and unfortunately if you have to go to hospital you’ll have an experience there you’ll have people providing you care and then there’ll be all these people behind the scenes processing your paperwork or preparing operating theaters and that that enable that experience to happen for you right okay so Services gives us insight into what’s happening at those levels is that they just keep going deeper and deeper um and and though what what is probably common about them and certainly what I think about when I think about great service Blueprinting is that there is that capture about the emotive journey in there um but the difference will be it’s not just the emotions of the customers you’ll want to think about delight and pain and everything in between for your people and the employees that are providing that service throughout the map um if I think about probably the other parts that distinctly make a journey map and a service blueprint different um are typically in great service blueprints start seeing a lot more timing starting to come into play and I’ll see a lot more metrics and measures start coming into play that help to qualify and quantify some of the problems or the opportunities that you’re having right so it sounds to me in in simple terms that a service blueprint is a lot more complex than a customer Journey map would that be fair yeah definitely so I think if I think about from a scope perspective if you’re doing um you know a journey map from you know A to B yeah and you’re doing the corresponding service blueprint from A to B the surface blueprint will typically take you a lot longer to complete because you’re going into a depth of information and a depth of analysis that you haven’t completed in just Journey mapping alone yeah and I know people listening are probably screaming at me right now saying asking well how much longer is it 10 times longer or five times that’s probably putting you in an impossible position because there probably is no answer to that right yeah look it it may maybe maybe if you if you’re not budgeting well I don’t know at least I don’t know 50 more um it’s probably in my experiences but again it is really hard to know um every service blueprint will be different and it probably depends on the level of depth that you’ve got to go to to meet the needs of what you’re being asked to achieve yep so with a journey map I’m just trying to wrap my head around this now we obviously drag people in from all over the organization and we drag them willingly of course because they want to be part of improving the service um but with a um with a service blueprint um I mean are you dragging different people into that meeting or are you just asking them a lot more questions and drilling down a lot further yeah great great question so look to be honest it probably is much the same sort of people um it’s but yeah the context of the conversations that you’re going to be having with them and the information and data that you’re collecting from them will look a little bit different right um what what I do find and and this is is maybe is that sometimes people find service Blueprinting actually a little bit easier to wrap their head around um when when particularly if you’re at an early stage of your customer experience maturity and I think the reason I say that is that in Journey mapping sometimes people can’t see themselves in it but when you have a service blueprint that’s starting to go into process and policies and systems people are actually much more easily or readily Orient themselves to where in the journey they see they sit right so they would sort of identify and go oh that’s my job to stamp approved on that piece of paper and give it to the next person all right so they can they can see themselves in what’s being created yeah so sometimes it is certainly is that little bit easier I find particularly if it’s a if an organization isn’t an early stage of its customer experience maturity yep so I guess it begs the question then when it comes to sort of going wow we need to wrap our head around what’s going on with our customers and you know most people would gravitate to Journey mapping just because I think it’s more well known how do you make that decision uh around oh do we do a journey map or do we do a service blueprint yeah great question and look it also and this is this may sound a little bit common to the to the journey mapping um podcast that we’ve recorded if people have listened to it um but it’ll all start by having a really really key conversation at the front with your sponsors about what it is they’re trying to achieve and so if the you know the outcomes they’re trying to drive a customer in nature and only customer in nature that may lend itself more towards a journey map yeah but you’ll get you’ll get subtle cues from your sponsors when they’re articulating what are the problems or the rationale or the opportunities they’re trying to explore as part of the process if they start talking about processes or they start talking about employee experience or you know um you know waste or any of these types of terms which start indicating they’re speaking more in a process a process place that actually a service blueprint may be more appropriate because what you’re actually trying to do there is not just solve a customer problem or look look to explore a customer opportunity but you actually need to change the organization to do that too yeah understand so so with uh the journey mapping podcast that we recorded we spoke about potentially different states that a journey map can be done in so current state or future is is a nice simple way it is Blueprinting more current state because you’re actually dealing with Pro like real process this is some real kpis Etc or does it still lend itself to Future state where it’s a desired process and desired kpis yeah definitely and so look I I create both current and future State okay um again I don’t want to it’s not going to be a one-size-fits-all but more often than not in my experiences of a service Blueprinting project will go through a current state and then a future State um because you know you want to get an articulation of what is it that we are doing today but then you do want to some point pivot it to go well what might be so what is this ideal future State what is this North Star I guess I want to hear it referred to what we want to take this experience and this product and the service and sometimes as well you may be creating something that doesn’t exist today and in that case yes you’ll be going straight to a future State type of blueprint yeah um in your experience in dealing with with businesses sorry that have gone through doing service blueprint printing what what primarily seems to be the driver for them is it sort of to you know we always want to think it’s about making the customer experience better but is it is it really a cost you know we want to be more efficient we want to reduce costs or you know is it genuinely it’s around customer experience what are you sort of seeing in your day-to-day jobs yeah and look it’ll really depend on where the the let’s call it the initiating sponsor is coming from and whether that be that you’re an internal customer experience team you’re in a Consulting space you’ll often get cues from who it is that’s actually reaching out for the contact to start your service Blueprinting project um I think what is lovely and before I spoke about you’ve got a customer but you also start getting the sort of the employee lens as well and you start capturing pain and Delight throughout your blueprint and and what I sometimes see is that you know you can actually do two things simultaneously in terms you can improve a customer experience and potentially improve an employee experience and or potentially even eliminate waste or drive costs out all in one because when you have the service blueprint starting to come together you start seeing these patterns where you can go wait a minute this this problem for the customers and you’re tracking your net it’s new like you’re doing root cause analysis for your blueprint yeah you can actually start seeing wait a minute that pain point for the customers is coming from here and coming from here and if we can alleviate this problem here for this employee actually it eliminates this waste and subsequently improves the time we could respond to a customer for example yep yep and I think that’s one of the key messages I think we want we want to help from an industry perspective is to that they don’t have to be mutually exclusive you don’t you don’t have to just deliver cost reductions at the expense of customer experience you can actually get you know great benefits across all of those yeah and I think as well by lying with the customer experience as well you can work out what are the moments that truly matter so if we are going to try to make savings where might those savings be more appropriately done along an experience yeah but where are the points where we actually really need to supercharge our efforts to really Flex up our brand or to really Flex up a moment that matters from a customer experience so making better investment decisions about where to invest in your customer experience as well yeah fantastic um right before we we let everyone uh go sayonara for this particular episode we always like to grill you for some top tips around uh whatever the topic is we’re talking about so when it comes to service blueprints what are your top tips of people contemplating going down that path yeah so top tip number one is probably that they’re all exactly the same as the journey mapping conversation that we’ve had previously Justin so go and listen to the journey mapping podcast because it’s got all of the great great top tips nice good cross-selling particularly yeah you’re welcome you’re welcome but look probably for service blueprints in particular um when you’re doing this these things do take time and it’s not like you can tell the whole of the organization to stop the whilst you complete a service Blueprinting project so you really need to think carefully about how you will manage and will Monitor and manage probably the better way to say it for changes whilst you were doing the work but also how are you going to actually make this I guess living in some description when your project is finished because the service blueprint is only as it’s useful sorry is only as useful as its ability to be relevant and accurate and so you’re gonna have to think about how you’re going to maintain it yeah so yes that’s important mapping but it’s even more important for the service blueprint yeah because as you said it’s it’s Dynamic things change all the time you might have a business unit might optimize a process they might change kpis for employees and if you haven’t captured that then as you said it’s it’s kind of useless already isn’t it so yeah and look some of the magic happens here where you’ve got two silos in an organization that you smash together into a workshop and off the back of that Workshop they go and optimize some things and that level of organic change you don’t want to stop it that’s right it’s great but it’s not great for your service blueprint right yeah so yeah it hurts your blueprint it blows out your time frames but you know at the end the day it’s not about producing a really pretty service blueprint we’re trying to drive Customer Center change here yeah and and if we’re doing that and that that’s the outcome then yeah how does how do we just again monitor for that and then manage that through to our efforts yeah yeah great tip uh any other tips you want to leave uh our listeners with Rod put you on the spot oh putting me on the spot again no if um you know if there is anything that I can do that helps you make this more relevant to your organization please reach out my contact details are on the acxpa website um and yeah obviously lots of great resources there you can download and leveredge as well absolutely so we do have an article on service Blueprinting we’ve also got articles and templates and resources Etc on Journey mapping as well as some courses if you want to sort of wrap your head around Journey mapping or even CX more broadly uh even if you want to apply to become a certified customer experience professional such as Rod we have a an introduction course for that as well so thank you everyone for listening now if you want to stay across all the podcasts on the CX matters podcast all you need to do is hit subscribe on your favorite platform and for now thank you rod and we look forward to talking to you again in the future ciao for now bye

Service Blueprint ResourcesTo help you with getting started with Service Blueprints we’ve included some quick links below to ACPXA resources that can assist.

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What are Customer Personas?In this episode of the CX Matters Podcast, host Justin Tippett introduces Customer Personas with special guest Rod Netterfield. The episode includes:

• An overview of Customer Personas.
• How to get started.
• How COVID has changed customer personas.
• How many customer personas should you have?
• How often should customer personas be refreshed?
• Top tips!

If you’ve been interested in learning more about Customer Personas or aren’t quite sure where to start, click the play button now!

Listen now to the PodcastJust click play below! If you’d rather listen on your favourite podcasting platform, you’ll find the links at the bottom of the page.

13 December ·Season 1 ·Episode 3

Introduction to Customer Personas14 Min, 32 Sec·By ACXPA

In this episode of the CX Matters Podcast, host Justin Tippett introduces Customer Personas with special guest Rod Netterfield.The episode includes:- An overview of Customer Personas- How to get started- How COVID has changed customer personas- How many customer personas should you have?- How often should personas be refreshed?- Top tips! If you've been interested in learning more about Customer Personas or aren't quite sure where to start, there is no better place than this episode!This Podcast is also available to watch on our website and has a complete transcript.You'll also find a lot more information on Customer Personas on the ACXPA website as well as tools, resources and support for Customer Experience Professionals. Visit https://acxpa.com.au

Watch the Podcast recording Subscribe to our YouTube Channel Read the transcriptWelcome to the CX Matters podcast my name is Justin Tippett CEO of ACXPA and in this episode I am joined by Rod Netterfield now Rod is on our Advisory board for customer experience for ACXPA and in his day job he’s the director of a company called humind or welcome Road brilliant thank you Justin for having me uh welcome to the ACXPA CX matters podcast in this episode Rod we are going to be talking all about customer personas uh we know we know it’s a pretty hot topic and I thought who better to get on the show than the man who deals in this space all the time so I guess my first question to you Rod is what is a customer persona yeah thanks Justin yeah and look it’s probably one of the two most commonly received requests that I get from a customer experience perspective so a customer Persona ultimately is a semi-fictional character and so we use qualitative and quantitative research and and bring that together so I guess represent a group of customers that use our products or our services or engage with our brand in some way and so I guess in the simpler sense I think about customer personas as bringing together something to help us understand who our customers really are and so when a team or an organization uses personas it allows us to really connect with customers in a deeper way and ultimately we build products services and experiences to better meet their needs right so that makes perfect sense but I guess the other word that we hear banded around a lot is segments you know customer segments yes so so so for the people that are listening what’s the difference between a customer segment and a customer Persona yeah definitely look it probably is one of those ones that does great a little bit when you hear it because people are using the terms interchangeably and and ultimately incorrectly so in that they are two really different tools that have two really different purposes um so in this when you think about customer segments I guess those are based upon grouping customers into really distinct specific and known quantities or characteristics um so like age range or income or life stages you know are typically used from a segment perspective and the segments help us understand you know who is it that exists in a market in in what sort of quantity um when we think about the personas though again to the reminder that they’re semi-fictional in nature and and they’re formed from synthesized sets of observations and data and and a more representative in nature um and so they’ve got goals and motivators and pain points and so on and really the Persona is much more there as a driver for creating empathy um for a group of customers customers within your organization because you can I guess in your mind picture someone real right you’re sort of like oh I’m actually talking to this person yeah yeah and I think that’s the beauty of the the template let’s call it that you might create inside your organization and you know if you do a Google search for customer personas you’ll see that there’s really not a set template in that you know one-size-fits-all approach and that’s both good and bad I can recognize but but the really important consideration is that you you want a Persona to be used and and and and and leverage within your organization so you need to think about the purposes for why you’re creating it and then you’ll create a Persona template that is going to suit that need but you know if you think about the templates and what I commonly would put in there if that makes sense you know yes they’ll have a name and they’ll have an age and a back story um you know they’ll have locations needs goals pain points um more often now though I’m also seeing that people are putting technology uses into their personas particularly off the back of some of the covert changes that we’ve seen and and how life has been just disrupted by that so so picking up on that point like what would an example be of a Persona if you like that that references technology because I think you’re right that’s something that’s probably pretty current at the moment yeah definitely and I think it’s around um you know the the personas about well you know how are people using um you know mobile technologies or are they using desktops or you know are they using Alexa’s and series and you know the the sort of the the speech interactions and interfaces with your business as well yep so if we had a fictional character or a Persona I should say uh the name be Emily it might be I’m just sliding my daughter’s name very conveniently um but um you know Emily is you know X age you know we know that this is what she buys she typically uses uh you know Messenger on Facebook uh she or Whatsapp you know is it that kind of level of detail that we get into in personas yeah yeah definitely and it’s more that you want to create a richness and a backstory there something that people can really resonate with yeah um interesting that you mentioned that you’ve used your daughter’s name and that’s probably my big caution um is that you try not to actually base it off just a single person and also importantly don’t base it off someone that you know really well because they’re designed to be semi-fictional in nature and if you do that clearly you’re going to resonate and think of that person not necessarily yeah yeah you ultimately might actually then make it less effective for you to utilize as something when you’re creating those products or services and whatnot yeah because I guess it comes with those prejudices because you know that person right so definitely yeah always you’ve got a caution you buy it so yeah yeah love it good tip good tip um so Okay so we’ve sort of explained to people I guess what a Persona potentially could look like in the level of detail how do you go about creating one you did mention sort of do a Google search for templates but you you’re going to get got a whole range of stuff so how do you go about if you’re in an organization you go yeah we love it it sounds great Rod you’ve got us really Keen where did you get started yeah definitely and I think you’ve got to work out well why are you creating something like this um you know that unfortunately there’s a lot of people I speak to that have created beautiful personas or other other artifacts in a CX space but they don’t have a specific need or a specific use to have in mind and so that unfortunately these things sometimes become you know something that sits on the virtual shelf or becomes a lovely piece of wall art and so I think you’ve really got to think about what is the purpose of why we’re creating this so if I go to my experiences the customer personas are typically one of two main drivers so the customer personas are created as a component of a journey mapping project and I know we can talk about Journey muffin in another one of these podcasts but also we talk about personas often when there’s a really big strategic project that may be being delivered and there’s a bespoke set of customer personas that may be created to actually help drive a customer centricity for that strategic project to deliver yep and I know and as I said you do this for a living in terms of Consulting for CX and typically I guess the budgets come for doing those projects with the bigger companies but but equally if money aside and skill set aside it could easily apply to a small business as as much as a corporate right completely so yeah and and this is a lot of what I think is the beauty of of a lot of the customer experience um methods if you like in that they can be scaled to suit the size of your business and more often than not you know yes there is Technology Solutions there that can help you do this maybe more effectively or more efficiently but there’s actually nothing stopping you doing any of these things literally just applying your own effort um and and you know you don’t have to go and speak to hundreds upon hundreds upon hundreds of customers you can get a level of empathy starting to build within your organization and a level of customer centricity even from a small amount of customer research you know five ten interviews even ultimately it’s better than doing no interviews at all yeah that’s very true how do you how do you get buying um you know in terms of organization because there’s still some perception around if you’re built I guess a Persona and you go well this is you know we’ve got five personas is there a magic number first of all I should have asked that question is there a magic number of personas for an organization oh no and this is this is probably the question I get asked the most about oh well you know I just want you to come and build me three personas um and it doesn’t really work that way yeah um so you know I hate to give generalizations but generally speaking yes we might end up with three to five personas typically in a project I have sometimes seen as small as one and sometimes as many as eight um but you don’t Define that up front um so if we go back to remembering that this is a semi-fictional character that comes together from bringing the qualitatively quantitative qualitative and quantitative data I should say together um you know how those things will cluster together to form that Persona which describes you know how these people are acting and how they might want to engage with you um you know you it will come out of that process it doesn’t it’s not something you define up front and then build towards yep I understand um all right well I’m just going to hold you down three to five though but I agree I’ve seen companies like and obviously normally larger companies I guess that would really drill into when I got the resources It’s Not Unusual to have 10 sort of personas uh so have you seen what’s the biggest job seen in a in a in your experience um so look it’s interesting there’s probably two ways so there’s the biggest I’ve seen But then also probably the biggest that I’ve seen used effectively um and so I think it’s around um you know if I think why most of the organizations certainly that I work with or interact with um they’re at a level of maturity in their their customer experience maturity where they’re dealing with three or five percent as well yeah um don’t get me wrong there are some very large larger numbers that start getting out there um but mindful when you start hearing really really really large numbers if people are talking about that I sometimes challenge or question are you actually now not really talking about personas you’re talking about segments and that can sometimes be a really really big giveaway if people are talking about really large numbers often they may actually be talking about segments and labeling it incorrectly as a Persona yeah yeah good point um conscious of well and us not talking way too long about every topic because we could easily talk in an hour and on for saying this but we’ll keep this brief so a couple more questions um you mentioned covert change things with Persona there are different ways people used technology Etc so I guess that begs the question these aren’t sort of set and forget things either you can’t just go through a process build a Persona and then sort of walk away and go we’re done see you in 10 years right how often should people be looking at refreshing their personas yeah goodness no and if people are using personas they create a pre-covered they are well overdue um so you know I think it’s fairly well accepted and understood the customer needs and expectations are forever changing and so similarly our Persona models need to change and evolve over time as well and so sometimes they’re really really small edits um so for example like their Persona sets where we’re coming in and adding sections to but sometimes there may be much more significant time and effort requirements um you know if I think about an organization I was recently doing some work with we actually introduced a new persona to their asset and we retired one of the personas recently just because they’ve had some changing needs there as well and so my I guess look if if you’re not at least critically looking at them at least on an annual devices that’s probably my best encouragement is at least go and have a good look at them on an annual basis but to some extent you just need to be guided by whenever you do see really significant changes in your customer ecosystems in your organization or your broader environment excellent I’m going to hit you up for some top tips in a second but before I get to that I’m going to ask you one more question because it really okay prompted me um now obviously you know and I’ve mentioned this and it’s not a sales piece but you do this for a living right so there’s people out there in the world that go and help organizations develop their personas Etc but internally where is it driven by like a personas typically coming from marketing teams or is it now dedicated CX roles or is it thrown to the call center manager or like who’s driving the projects that you’re seeing Oh I feel like you could this could be a whole hour conversation in a broader sense it starts going out well where does customers that’s right who’s responsible who’s accountable let’s not let’s not open that one today and I think It ultimately comes back to um you know from a human perspective we are engaged by people that sit in all sorts of weird and wonderful locations inside organizations yeah and and I guess my point is that as long as the sponsor that you have that’s initiating it whether you’re a consultant whether you’re an internal team have clear sponsorship understand what they’re trying to achieve by implementing personas and make sure that they’ve got the resources the budget and the approval authorities to be able to actually do something with the with the fact that you’re developing these things otherwise as I said they sort of you create these things and unfortunately they sit there like wall art or sit on the virtual virtual shelf somewhere yeah and we we talk about customer Journey mapping in another episode but I often find the same thing happens everyone gets very excited builds Journey maps and never looks and looks at them again right so unfortunately unfortunately all right let’s hit him with the top hit Top tips Rod so um if people are looking at customer personas yeah what are your top tips yeah definitely so look um number one I think let’s go right back to what we said at the beginning be deliberate in our language when we’re when we’re playing in a customer experience space so segments are segments and personas are personas um and you know we don’t want to we don’t want to bash people with it we have let’s say in terms of language but let’s make sure we’re educating people on the way through about what we’re doing and why we’re doing it yep um top tip number two definitely would be make sure you understand and you have this you know a need or a reason for why you are creating the personas and then don’t it’s not it’s not I guess I said not a one-size-fits-all so tailor you tailor your template to make sure that you’re actually delivering something that meets that need and so ultimately your personas will get used um and the third one um and and this is not just for customer personas it’s probably nearly for many of the CX artifacts that I’ll talk about but it’s not just something that you know a small group of three people will do um you know so my my challenge or encouragement is to leveling up your persona delivery and development is bringing in as many people inside an organization to help you um because ultimately if these people are all contributing they’re much more likely to actually then own the outcomes and actually do something with it once you’ve delivered them yeah fantastic tips Rod thank you for giving up a bit of your time and helping educate the world on a customer personas if you want to hear more of rock talking about other customer experience matters um tune in to the CX Matters Podcast we also have a bunch of articles on the ACXPA website as well thanks again for joining us and please make sure you subscribe to the CX matters on podcast bye for now bye

Customer Persona ResourcesTo help you with getting started with Customer Personas we’ve included some quick links below to ACPXA resources that can assist.

Learn more about Customer PersonasJoin the CX Practitioners Private GroupView a list of Industry CX ConsultantsDon’t miss another episode! Subscribe now > Share this 0 Go on, be the first to like this article!

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Getting Started with Customer Journey MappingIn this episode of the CX Matters Podcast, host Justin Tippett discusses how to get started with Customer Journey Mapping with special guest Rod Netterfield. The episode includes:

• An overview of Customer Journey Maps
• Key steps/sections you need to include
• Top tips!

If you’ve been interested in learning more about Customer Journey Maps or aren’t quite sure where to start, this episode is a great place to start!

Listen now to the PodcastJust click play below! If you’d rather listen on your favourite podcasting platform, you’ll find the links at the bottom of the page.

13 December ·Season 1 ·Episode 2

Getting started with Customer Journey Mapping18 Min, 14 Sec·By ACXPA

In this episode of the CX Matters Podcast, host Justin Tippett discusses how to get started with Customer Journey Mapping with special guest Rod Netterfield.The episode includes:- An overview of Customer Journey Maps- Key steps/sections you need to include- Top tips! If you've been interested in learning more about Customer Journey Maps or aren't quite sure where to start this episode is a great place to start!You'll also find a lot more information on Customer Journey Maps on the ACXPA website as well as tools, resources and support for Customer Experience Professionals. Visit https://acxpa.com.au

Watch the Podcast recording Subscribe to our YouTube Channel Read the transcriptHi and welcome to another episode of the CX matters podcast my name is Justin Tippett the CEO of ACXPA and in this episode we’re going to be talking specifically about customer Journey mapping and when it comes to customer Journey mapping I thought well who can we talk to and I thought you know what there’s no one better than this man right here Rod Nettlefield director of humind and also a member of our Advisory board for all things customer experience welcome writers brilliant thanks Justin cheers uh we uh like we do on all our episodes try and keep them quite specific on a topic and for this one it is customer Journey mapping so I’m just going to throw it right open right from the bat what the hell is this customer Journey mapping thing that we keep talking about and hearing about Rod yeah definitely and look if you’re in customer experience it’s probably the number one or number two request that we’d get about I need a journey map um and the journey map ultimately it’s that visual summary if you like of what the customer goes through from their point of view and it’s really important the last part of that sentence the from their point of you so in my experience if you think about a great journey map it’s one that’s going to bring together customer insights and customer data that tells their story and so if it’s a story it’s going to have a beginning it’s going to have a middle and it’s going to have an end and what’s really important though is that the beginning and the end isn’t just the first and the last touch point the customer may have with you in fact many of the journey Maps I do will have multiple steps or touch points or activities or things that they’re doing that occur before they even make that first contact or well beyond that that last contact with you um and when we think about the journey map from a you know let’s call it a base template perspective um you know you’ll see typically in most Journey maps that they’ll have a doing swim lane they’ll have a thinking swin lane and a feeling swim lane um and those last ones the thinking and the feeling is ultimately where you generate that empathy for your customers and it’s where I really see it it drives and helps you drive that customer centered change that you’re looking to do as a result of of the journey map yep can I take it back one one step further and because we sort of mentioned you know it is the number one thing that people are typically asked to do when you hear CX but why do companies why why do they or why should they be doing customer Journey mapping in the first instance yeah and it’s a really good one and and funny enough like if if you think about either um as an internal you know an internal CX practitioner or somebody in a consultancy space that’s that’s typically when people come to you and they say oh I want a journey map you your first question actually well why um so often um it’s that we’re trying to do something in terms of building a level of understanding so often um we might not actually understand what is really going on and so that’s actually the intent of what we’re trying to get from building um a journey map sometimes we might be using Journey Maps as the basis to drive customer centered improvements and sometimes it’s actually and it does form a really great basis for the for ideation um now that’s making an assumption though there that you’re doing I guess a current state Journey map um sometimes you might actually be doing a journey map for something that doesn’t exist right now or you might have a really solid footing of understanding what it is you’re doing today and you could actually then create a future State Journey map to articulate this north star revision of what could be right so this is as you said there’s essentially a number of different lenses if you like a customer Journey mapping that can be done through uh whether it’s the current state future State etc so once once we’ve established the need we go you know what yeah that’s something that I think we should do because we’ve often got perceptions of what we think happens for the customers maybe very different from reality right so so how do you get started you mentioned the template and I know we’ve got a template or a couple of templates on ACXPA that our members can can download if you want something to get started but aside from that how do companies get started on doing customer Journey mapping because they can be quite you know intensive pieces of work right they are yeah and look they are and look I was going to say it’s probably the first thing I’ll say in terms of where you get started is you need to have a strong sponsor um now you’re probably going to go we’ll do her Rod but you know any good project like like a journey mapping project needs to have strong sponsorship and without that you you really just you can’t even start with a sponsor because we’ve got people of all different skills that listen to this podcast so the people that are very new to CX and we’ve got you know obviously lots of experienced people but if you’re relatively new and you’re sort of hearing this word sponsor why is it so crucial to have a sponsor um for your journey mapping yeah bingo so great question so look I think the key part is finding a sponsor that’s going to hold the resources the budget and the approval Authority that you will need so I guess act upon and drive change um so that you know there’s different roles in different organizations that will have that but you’ll need someone that’s relatively senior depending though as well on the size and the scope of the the project you might be completing you may actually need multiple sponsors um and so you know I find this right now um you know when I’ve got an organization I’m having discussions with at the moment who are looking at their um sort of their acquisition Journeys so that pre-inquiry inquiry and onboarding type phase for their customers yeah and that actually requires three sponsors who have got As in aggregate that resource budget and approval authority to help actually drive change off the journey mapping and is that in that particular instance right is that because they’re quite siled internally and they’ve got them all those functions sort of split up yeah yeah definitely and that’s probably where if you think and before I spoke about current states and future States and you know if you think about the current state Journey the customers in that case are feeling the silos and so when we when we flip the switch if you like to a future State and an articulation of what should be or could be um you know that’s where we have to redesign that experience so that our customers are not feeling the silos of the organization yep okay all right so we’ve I think we’ve hopefully established a case of why we should be doing a customer Journey a map and why we it’s important to get a sponsor to make sure that you’ve got the authority and budget and everything that you need resources to get it done so then how do you get started what happens from there yeah definitely so we’ve got our sponsors we’ve pulled together a core team of people to drive the project and I guess away we go um now there’s two I guess approaches that you can do in terms of what order you might do your activities in Journey mapping um I shouldn’t say majority of the time but but yeah it needs probably actually the majority of time when I think about my experiences we will use what’s called an assumption first approach to Journey mapping okay and what that means is I guess we get all of the internal knowledge data artifacts maybe even previous Journey maps that have been done to pull together a baseline of what it is we already know or what is it we already think we know before we go and do the customer research you can flip it the other way around and do a research first approach um I find that I probably do that Less in the organizations that I’m engaged by but particularly the research first approach will be relevant certainly if you’re building something from the ground up that doesn’t currently exist right yeah um I guess either way so if I go the Assumption first approach so we get started we get all of the existing information together and so I do I guess two things here in that I encourage I guess all of those existing sorry all of those internal people and sometimes as well will be partners or suppliers that may be involved and we we in the past I used to say empty your desk drawers I guess now I say empty your virtual desk drawers and it’s basically bring everything that we know and so we’ll have the journey framework of what we think it is that the customer is going through and will plot and we’ll map all of the things that we currently have and then we’ll go and what we’ll typically see is that we have some gaping holes where there’s actually a whole lot of unknown and so we’ll create then an understanding of well if we’re going to go and do customer research what are all the things that we want to find out importantly then we’ll prioritize what are those things that we want to find out because we might not be able to get to them all um oh yeah question I was just going to say so so when you talk about sort of plotting it out and I know um I know you know typically when you see Journey mapping done people got sticky notes all over walls and uh obviously virtually it’s probably different but there are software I’ve actually seen software that is basically virtual sticky notes it does Journey mapping right so there’s definitely there’s tools out there right that exist definitely um definitely and it’s it’s a collab it’s so whether you do it online or offline and I’ve run engagements where through I guess the last couple of years we had to Pivot from online to offline or vice verse yeah um yeah there’s lots of great tools out there but it’s less about the tool and it’s more about driving that collaboration and that opportunity informed for discussion yeah and so when you said you sort of grab a whole bunch of people together from the organization like I’m making some assumptions here for the benefit of our listeners but I’m guessing that’s people from marketing from the contact center from from Finance maybe from like literally all sort of representation across the business is that is that the the idea behind it yeah definitely um yeah you you the in in the simplest sense I guess the broader that you can engage in organization um I often talk about it being like a diagonal slice through the organization because you want to get this beautiful diversity of opinions and perspectives and Views into your journey maps and the experience that you’re either currently providing or you want to provide um and and typically if I think about a more diverse working group as a part of a journey mapping project typically I see drives actually better outcomes at the other end yeah okay so so we’re basically going and we’re asking everyone saying okay well we know the first part of the journey for a customer is XYZ and we’re asking basically for in the Assumption mode we’re asking everyone’s their interpretation of what happens at that point for the customer right is that essentially how it works yeah definitely so yeah we’re capturing what it is we think what what is that we know or what we think we know um and then ultimately yeah what what is it that we’re wanting to go and find out where we might have blind spots or gaps in our knowledge yeah and when you touched on earlier you said you know what’s really important is feelings for example how do you get that if that’s the customer research component I’m guessing or is it your perception of the customer feelings yeah definitely um and look it’ll probably depend on the maturity of your CX sort of program more generally speaking um in that you may have a voice of customer program you may have some level of sentiment analysis there could be any number of data sources there that could help you um but the feelings swim Lane if you like in that Journey map I would typically be populating as a result of the customer research that you do so when you you know flip out from this is what we already know to let’s go and actually research with our customers you know we’ll go and have a conversation with a whole lot of customers that are representative of your customer of your customers or your Target customers yeah and and if that just literally uh asking them for their experience or are you using the customers to validate the assumptions that you’ve already come up with yeah okay um look I have done it both ways um more often than not I will probably be doing um you know Jack’s interviews or focus groups or journal or diary studies yeah um and I guess more recently there’s been a lot more use of the online activities and discussion forums um and and probably don’t forget I guess just good old observational research and so you go out there and you just try to amass all of this this Insight or perspective about your customer and then I would more more often than not be then bringing that back to the journey map there has been I guess crunch times where I’ve had to deliver quickly where we’ve actually invited customers to come and co-create and co-design with us as part of the journey mapping activity as well that probably does it’s probably a little bit more mature estate so maybe not be with what you want to buy it off first time you’re doing this yeah yeah good point um okay so so we’ve done the the we’ve done the sticky notes or the virtual sticky notes we’ve got everything mapped out we’ve asked everyone we’ve researched the customers and asked them to either validate you know our assumptions or more in-depth research where they tell us you know their experience in their words or we observe them in their in their environment um what happens then what what’s next yeah definitely and so I think probably caution one is that we’ve probably made it sound really quite linear um and and if you’ve had an experience of Journey mapping you’ll probably understand when I say when it’s not anything but linear yeah I do go around a few times and my caution to you is if you aren’t going around a few times you might not be going deep enough with what you’re trying to investigate that’s my proportion yeah um so when you get to a point you go you know what we actually think we’re finished and we’re comfortable with where we’ve got to um you know you want to actually do something with it um I think we spoke about this in a previous um a previous podcast Justin where sometimes it’s CX artifacts is we do this great work but if we don’t go and tell everyone we’ve done it and share it and they just sit on you know sit on a virtual shelf somewhere or sit on a wall somewhere Gathering dust yeah um and so the key part about I guess when a journey mapping project is finished is that you need to get out out there and you need to tell and share stories over and over and over again and when you’re doing that you need to make it accessible to people but you also need to make it really really relevant to the team or the function within an organization that you might be having a conversation with because ultimately what we’re trying to do here is drive and Inspire that customer center change um and and the other key part as well and it’s probably about you know the time how are you maintaining it and keeping it timely you will need to think about at some point how are you going to digitize these customer Journey maps and I think that’s got two parts these days in one it makes it accessible but it also makes it a lot more maintainable so that you can track or maintain and update it over time as well yeah um so so assuming that we’ve either built a visual and you know it might be literally a big poster on the wall or it might be digitized as you said that you’ve actually then got a very clear path or journey of what the customers are going through obviously the point of doing this is to make changes or improve movements in most instances right so so how do you get from from you know going okay well we think we know what the problem is now yep we’ve validated some of those concerns how do you then go to actually closing the Gap and improving the experience yeah definitely and that yeah I think mapping the journey is only part of that and then driving the changes just to speak a journey off the back of it um so yeah so look I mean not off the basis of that you will then again working with that sponsorship group um identify what are those moments or those touch points along the journey are the ones that we need to invest in and we need to make improvements in now that can be two-part it could be about you’ve got a low a low point in the customer Journey that you need to address sometimes though as well you’ll have a point in the journey where you’ll actually go there’s a moment here that really matters but it’s actually fairly neutral or sort of meh at the moment yeah we need to actually invest to make that more of it and a positive moment or a moment that the customers will remember fondly and so um you know you’ll identify those moments that you might be wanting to do Improvement upon and then using I guess a sort of a human-centered design uh sort of method you would then go and you’d create ideation opportunities and then you would do potentially co-design or prototype and testing to actually work out whereas to make those improvements yep now you’re a qualified CC XP uh I believe right yes yes excellent so you’re using big words that some people may not know which is ideation what is ideation right yeah um yeah oh goodness so if you put it down look ideation oh sometimes fear if you call it brainstorming it’s not doing it justice but ultimately the ideation is just occurring to create a range and a raft of ideas for potential future States um and and look there there is Method if you like that is there as well in terms of how you will do an ideation session to get people to bust themselves out of the way they currently are doing things to think about possibilities and to think about possibilities from a customer’s perspective um but yeah that many people probably call it brainstorming but it’s brainstorming but supercharged yep there we go thank you for clarifying for if anyone was listening and going what the hell is that uh hopefully we’ve answered that question for you um now I want to uh ideally give some people some tips if they are contemplating uh going down the customer Journey mapping path so hit us with your top tips yeah definitely so look I think top tip number one and it won’t work in every circumstance but the majority of the time I would encourage you to always leverage what you already have particularly if you’re capturing a current state of your journey there is going to be so much knowledge information and data you already have that can help start you um sort of you’re on your way I think it’s about finding the right tools and like you said Justin there are so many tools out there these days that can help you be more effective and efficient in doing your journey mapping um in in you know different ways to help Drive collaboration virtually yep and look ultimately Journey mapping is a team sport and the more people you can involve in that so your colleagues your customers your partners suppliers whoever it is relevant bring them in because ultimately the more diverse you can make the group of people completing the journey mapping project the better the outcomes are and typically the more success I’ve seen people drive off the back of them yeah as always some great tips right now if people want to get more information on Journey mapping we have some articles on the expert website we had some templates that you can download on the expert website and we also have some training courses if people interested in learning more about customer Journey mapping so you’ll find all of that on the on the website so it’s just acxpa.com.au and if you want to hear more about Rod make sure you subscribe to the CX Matters podcast because we’ve got a number of podcasts with not only Rod but other experts from the contact centre customer experience customer service digital service Etc space so thank you again for listening Rod thanks for your expertise yet again and we look forward to catching you on the next episode of the CX Matters bye for now

Customer Journey Mapping ResourcesTo help you with getting started with Customer Journey Mapping we’ve included some quick links below to ACPXA resources that can assist.

Customer Journey Mapping TemplateCX Practitioners Private GroupList of Industry CX ConsultantsDon’t miss another episode! Subscribe now >Getting Started with Customer Journey MappingIn this episode of the CX Matters Podcast, host Justin Tippett discusses how to get started with Customer Journey Mapping with special guest Rod Netterfield. The episode includes:

• An overview of Customer Journey Maps
• Key steps/sections you need to include
• Top tips!

If you’ve been interested in learning more about Customer Journey Maps or aren’t quite sure where to start, this episode is a great place to start!

Listen now to the PodcastJust click play below! If you’d rather listen on your favourite podcasting platform, you’ll find the links at the bottom of the page.

13 December ·Season 1 ·Episode 2

Getting started with Customer Journey Mapping18 Min, 14 Sec·By ACXPA

In this episode of the CX Matters Podcast, host Justin Tippett discusses how to get started with Customer Journey Mapping with special guest Rod Netterfield.The episode includes:- An overview of Customer Journey Maps- Key steps/sections you need to include- Top tips! If you've been interested in learning more about Customer Journey Maps or aren't quite sure where to start this episode is a great place to start!You'll also find a lot more information on Customer Journey Maps on the ACXPA website as well as tools, resources and support for Customer Experience Professionals. Visit https://acxpa.com.au

Watch the Podcast recording Subscribe to our YouTube Channel Customer Journey Mapping ResourcesTo help you with getting started with Customer Journey Mapping we’ve included some quick links below to ACPXA resources that can assist.

Customer Journey Mapping TemplateCX Practitioners Private GroupList of Industry CX ConsultantsDon’t miss another episode! Subscribe now > Share this 1 like

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Learn more about the ‘why’ behind the launch of the Australian Customer Experience Professionals Association (ACXPA) directly from the Chief Executive Officer, Justin Tippett.