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Whitepapers

Each month we produce a Whitepaper where you can read about issues, trends, case studies and strategies LimeBridge use to improve the customer experience. In these whitepapers, we often take the “Challenger” view to help get you thinking how you can improve the customer experience in your organisation.

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1 Jun 2016

Omni Channel – Harder than it sounds


Many companies are talking up their Omni-channel strategies and capability. It is certainly getting a lot of attention in the media. However, we’ve noticed that as organisations add more channels to their sales and service mix, there are some avoidable pit falls. Often organisations have added channels incrementally and over a long period. A common strategy is...

1 Jul 2014

In a recent white paper we described that there were alternatives to offshoring to cut costs and improve the customer experience. We know however, that offshoring is growing in Australia (and elsewhere) as the economy cools. There has been a dramatic increase in the number of customer processes sent offshore in the front and back office. Many companies believe that it is the quickest and easiest w...

1 Jun 2012

Outside In or Inside Out? 

We’ve observed that many customer facing operations have been designed from an internal rather than a customer perspective. For example, skills and processes are broken down into specialisations and structures that make them easy to organise and manage for the company. Unfortunately, there is often a big mismatch between these structures and those that deliver effective c...

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Case Study in the Universal Value of Well-Designed Operational Processes

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