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Insights from our 2020 ASEAs Judging Panel
Nearly forty judges were selected for the 2020 Australian Service Excellence Awards Judging Panel from CSIA members, ASEAs Alumni and CSIA Certified Practitioners including Todd Gorsuch, Andrew Carlton and Charlotte Whyatt, who share their thoughts on the 2020 program.
Todd Gorsuch
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Managing Director, Customer Science
As a certified practitioner with CSIA it is a highlight each year to participate on the judging panel for the Australian Service Excellence Awards.
Customer Science was born from the vision to improve customer service and experience standards in Australia, so to be a part of celebrating the companies that are excelling is really exciting.
Every year there are fantastic learnings from best practices that keep me on my toes and provide our consulting team an unfair advantage.
Even today consistently Australian companies have more to learn with common challenges.
I see CSIA playing a vital role in spreading this knowledge to help us all be better at what we do. I look forward to seeing another great year of the CX bar being raised!
Andrew Carlton
Director Virtual CX
Judging this year's ASEAs reminds me of Masterchef. Each year the quality of the participants gets better and better. I have been judging for 5 years and initiatives that were outstanding back then are common, even expected, now. I think that is fantastic for Australian consumers overall but does mean that expectations will continue to rise.
The organisations that are setting themselves apart are being super smart about linking their initiatives to clear business outcomes such as leveraging customer feedback into marketing, tracking journey experiences, pinpointing more precise improvement opportunities, and tracking and linking their CX ROI. This greater precision is ensuring that limited resources and investments are both improving a specific customer experience and generating a business return for the organisation.
Growing into a successful career in IT and customer experience led me to be recognised nationally at CSIA’s very own Australian Service Excellence Awards, as Customer Service Manager of the Year, two years in a row in 2016 and 2017.
This year, it was inspiring to see the innovation, agility, and growth from organisations that have a customer focused culture at their core. The increased use of customer insights to drive significant and measurable improvements to products and services, along with the true empowerment of staff to delight the customer is resulting in a noticeable increase in customer and employee satisfaction.
Charlotte Whyatt
Service Consultant, Customer Science
Growing into a successful career in IT and customer experience led me to be recognised nationally at CSIA’s very own Australian Service Excellence Awards, as Customer Service Manager of the Year, two years in a row in 2016 and 2017.
This year, it was inspiring to see the innovation, agility, and growth from organisations that have a customer focused culture at their core. The increased use of customer insights to drive significant and measurable improvements to products and services, along with the true empowerment of staff to delight the customer is resulting in a noticeable increase in customer and employee satisfaction.
