Ben Carmichael - Contributing Author on CX Central

June 15, 2026

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: May 31, 2025
Ben Carmichael

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

15 things you didn’t know about working in the Australian call centre industry

September 27, 2016 Last Updated: August 13, 2021

Working in the Australian call centre industry often receives some bad press so here are 15 positive things about working in the industry.
Does using overseas call centres really matter?

August 22, 2017 Last Updated: March 11, 2021

Does a call centre location really matter for customers or for businesses? We look into the key success factors using offshore call centres.

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