Ben Carmichael - Contributing Author on CX Central

September 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.

Best Practice Tips to Engage Call Centre Staff

September 19, 2016 Last Updated: June 21, 2021

We share 13 expert tips on how to engage call centre staff that involves more than just movie tickets and free fruit platters.
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.

Quick 5 step guide to how to provide feedback to employees

February 22, 2018 Last Updated: July 22, 2021
15 Essential Habits of Amazing Call Centre Team Leaders

June 10, 2020 Last Updated: September 12, 2021
The 5 traits of emerging leaders

January 30, 2015 Last Updated: July 15, 2020

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