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 Apr 2014


Revenue growth seems to be in short supply these days. Sales competition is fierce in many sectors and there are other nasty trends such as re-intermediation (brokers and others being a necessary avenue for sales) and websites that allow customers to compare and contrast. So when companies do have a sales opportunity or a service opportunity, where the circumstances are right for a sale,...

1 Mar 2014


The last few months have been a disaster for some industries in Australia. The trend for business to relocate to lower cost locations has been well publicised in manufacturing and mining. But the offshoring trend in back office and customer facing work, has been just as profound in many other industries, over the last five years.

As a business, we are agnostic about offshoring. If compa...

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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