Avoidable customer churn is estimated to cost companies $A45b per year. Driver analysis and predictive modelling can help reduce churn.

Discover the communication issues which cost you money, and the types of things you should avoid saying or writing.

Is your customer journey disconnected? If so, this survey of more than 1,000 Australian consumers shows you exactly how much you’re risking.

Discover why reducing customer effort improves customer loyalty, and five ways to achieve that now.

Improving customer loyalty is not hard if you focus on the two important things revealed in a major HBR survey

Discover how contact centres can provide proactive customer experience to increase customer loyalty and reduce inbound volumes.

We may think we understand consumer behaviour, but do we truly know enough to translate this into new products, services, or ways of doing business? Great question, that KPMG has addressed.

Strategies for Australian retail Contact Centres to succeed against the arrival of the American retail giant.