The hidden reality of male confidence
Australian men are sitting at 63 out of 100 when it comes to overall confidence. If your phone battery was at 63%, you’d be looking for a charger. That’s where…
Continue readingCategory Archives: CX
Scaling the why: Bringing qual depth to quant surveys
AI Probing The rise of qual at scale Ask any insight professional and they’ll tell you: open-ended survey questions can be a missed opportunity. Often limited to shallow answers like…
Continue readingPredictive NPS: a think piece on the future of customer loyalty
At the recent X4 Qualtrics Summit, our team at Fifth Quadrant attended a compelling session by Bain & Company exploring the rise of predictive NPS (Net Promoter Score) and what…
Continue readingpublic healthcare at a critical crossroad
The Australian Medical Association’s (AMA) latest Public Hospital Report Card paints a less than rosy picture of Australia’s public healthcare system. While some short-term improvements are evident, the broader trend…
Continue readingbuilding trust in Australian public services: the road to customer-centricity
Creating a positive and dynamic experience for customers of Australian public service organisations starts with trust. To earn it, public service providers should take a customer-centric approach which puts the…
Continue readingBNPL usage ramps up amidst festive season cost-of-living pressures
As the holiday season approaches, Australians find themselves grappling with the delicate balance of festive spending amidst escalating cost-of-living pressures. For many households, the overwhelming concern of managing tighter budgets…
Continue readingcost-of-living: are consumers giving up on sustainability?
Australian consumers drastically altered their behaviour during COVID-19, as they were forced to stay at home, and were unable to travel. One benefit of this however was a positive impact…
Continue readinginternship success: 14 transformative months at fifth quadrant
I started my internship at Fifth Quadrant back in June 2022, and the past fourteen months have been filled with a breadth of experiences that have taught me lifelong lessons…
Continue readingtaking a digital first approach to government service design
The delivery model for many local, state and federal Government services can create painful experiences for customers and does not always meet their needs or expectations. A digital first approach…
Continue readingcomplete, connected and cloud: the 3 Cs for unlocking your data
Data is an organisation’s most valuable asset in today’s world, but without the means to harness its potential, many organisations are missing out on the opportunities it presents. Understanding how…
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