Ben Carmichael - Contributing Author on CX Central

December 22, 2024

How to build a CXM measurement program

How to build a Customer Experience (CXM) Measurement Program

September 9, 2021 Last Updated: December 16, 2023
Ben Carmichael

Learn how to build a Customer Experience (CXM) Measurement Program in your business using these 7 key steps that can apply to any business.

An insight into human centered design stages including flaws and success measures.

The Human-Centred Design (HCD) Stages

May 5, 2021 Last Updated: December 16, 2023
Ben Carmichael

Learn more about Human-Centred Design including the 4 stages, potential problems and common success measures of HSD initiatives.

Customer Experience Measurement Framework

December 14, 2020 Last Updated: December 16, 2023
Ben Carmichael

Learn more about the Customer Experience Measurement Framework (CXM) used to measure customer feedback in businesses.

What Call Centre Metrics and KPIs should you use?

October 4, 2018 Last Updated: September 12, 2021

Discover the top 10 call centre metrics & KPIs used today by managers including why, how they work and what to look out for.
Triple Zero Heroes

September 18, 2018 Last Updated: September 12, 2021

Every day, over 7,000 Victorians speak to one of the real-life Triple Zero Heroes. We got to take a look behind the scenes working in the ESTA call centre.

Lessons learnt from my first leadership role

April 8, 2017 Last Updated: July 15, 2020
How to Make Remote Work Engaging and Fun for Everyone

January 28, 2021 Last Updated: October 15, 2021
How Leaders Build Teams

February 11, 2015 Last Updated: July 15, 2020

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