August 14, 2026

Articles by Ben Shipley

About Ben Shipley

Having spent time overseas running cross-functional teams while also leading transformation initiatives, I have returned to Australia to immerse myself in the APAC world of CX which is one of the fastest emerging markets for transformation and investment in technology to improve Customer Experience.

Chief Customer Experience Officer role in APAC is emerging

The emergence of the Chief Customer Experience Officer in APAC

May 22, 2017 Last Updated: December 25, 2019
Ben Shipley

The Chief Customer Experience Officer role in APAC is emerging as companies pivot to accelerate customer experience initiatives to gain a competitive edge.

Understanding Erlang C for call centres

September 21, 2018 Last Updated: August 8, 2023

A great podcast to fast-track your learning of the Erlang C formula that is used to calculate workload and service levels in a call centre. Fundamental to all call centres!
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.