Author: Todd Gorsuch

It’s a tough time to be in business. Geo-political tensions continue to disrupt supply chains, damage business confidence and throw forecasts and forward plans into abject disarray. Customers, meanwhile, have never been more demanding – or disgruntled. Almost two-thirds of Australians have a moderate to high sense of grievance and believe governments and private enterprise alike make life harder and serve narrow interests, according to Edelman’s 2025 Trust Barometer. Hard times and cost of living pressures are amplifying that negativity. Recent years have seen millions of Australians doing it tough: 3.5 million households experienced food insecurity in 2025, according to…

As contact centres become ever-more-essential business assets, the measures used to evaluate their performance need to evolve apace, write Customer Science CEO Todd Gorsuch and Crayon IQ founder Audrey William. Have recent years seen your organisation become ever more reliant on its contact centre to disseminate information, deal with all manner of customer interactions and function as a critical hub when crises strike? For a growing number of Australian businesses of all stripes and sizes, the answer is a resounding yes. In 2025, the contact centre is the beating heart of the enterprise; a place where important customer relationships and…

Is reducing overheads and outgoings one of your aims for the upcoming year? For many Australian businesses, the answer is yes. Faced with challenging economic conditions, enterprises are searching for savings to help them maintain profitability and, indeed, stay afloat. This year has seen a spike in insolvencies, with rising costs, weak growth in demand and higher interest rates taking an unfortunate toll. Some 14,722 companies entered external administration in 2024-25 for the first time, according to ASIC’s most recent report. That’s a 33.2 per cent rise on 2023-24’s figure of 11,053 and clear evidence businesses of all stripes and…

Contact centres are becoming the frontline of brand experience and key to delivering value to the organisation and their customers. Here’s how forward-thinking organisations are getting it right in transforming contact centres into strategic assets. In today’s times, Australian businesses are well and truly alive to the advantages a high functioning contact centre can confer. For many, it’s their chief interface with customers, suppliers and partners, and the quality and responsiveness of the service that’s delivered can have a major impact on perceptions and purchasing decisions. Providing a superlative customer experience is impossible without an experienced committed team but, historically,…

Is boosting customer satisfaction and loyalty a top-of-agenda item for your business in the new year? If you answered in the affirmative, join the club. In recent years, Australian business leaders and decision makers have become alive to the fact that a quality offering is no longer enough to attract and retain a loyal customer base. If you’re operating in a crowded, competitive market, it’s a baseline expectation that the goods or services you’re selling will be up to the mark. Instead, it’s the personalised, responsive service you provide that will set you aside from other organisations with a broadly…