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Podcasts

• IQPC podcast with Louise Long, NAB
  IQPC podcast with Louise Long, Customer Experience Manager, NAB. This interview will explore how to engage with your customers, the attitude of customers post-GFC, and the importance of employee engagement. Click here for more...
• IQPC Podcasting with Belinda Loizou, Customer Service Manager, St George Bank
  IQPC podcast with Belinda Loizou, St George Bank. Belinda discusses the focus for St George in 2010 with specific reference to customer retention over customer acquisition. She also highlights the importance of employee engagement in making St George a world class call centre.Click here for more..
• Customer Management IQ: Interview with Roy Barnes, former head of customer experience, Marriott.
  IQPC podcast with Roy Barnes, Former head of customer service Marriott. At Marriott, Roy Barnes and his team were able to quantitatively prove the value of customer engagement to the profitability of the business. Listen to this interview here...

Articles

• Aggressive Aggregators
  It's important for banks to inject new life into their customer conversion efforts. Click here to access
• Sydney Opera House rolling out new comms system
  The Sydney Opera House is in the process of moving to NSC phone system following the end of the life of its existing 13 year old combination analogue Siemens and Cisco VoIP system. Click here to access
• Customer Experience and the Human Touch
  Customer Satisfaction: a blend of the emotional and rational. Click here to access
• Five Answers for CEOs
  How Customer Profits Suffer When No One’s Keeping Customer Score. Click here to access
• Tiger Woods Falls
  Will Your High Performing Call Center Be Next? Click here to access

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Survey

• Customer Experience 2010 - Industry Survey Results

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Top Rated Presentations 2009

• Past Presentation - Anna Godfrey
  Director of Menu Innovation - The Facts or a Journey… Click here to access
• Past Presentation - James Ajaka
  Create a powerful brand – engaging, valuable, irreverent, fun, compelling, open (attitudinal). Click here to access
• Past Presentation - Michael Paul
  Delivering Legendary Customer Service for Long-Term Growth. Click here to access

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Whitepaper

• Top 10 Satisfaction Tips (CFI Group)
  You probably already have a very good idea of what drives customer satisfaction. Customer service professionals can generally create surveys that, on the surface, might closely resemble those created by survey methodologists. Click here to access

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