Ben Carmichael - Contributing Author on CX Central

August 7, 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.

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.

Workplace ideas for Halloween

October 22, 2017 Last Updated: October 11, 2023
What really happens when you switch to a casual clothes policy?

April 8, 2017 Last Updated: November 17, 2019
How to drive CX Values & Culture

February 27, 2019 Last Updated: July 28, 2020

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