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With consumer tensions running high from rising cybercrimes, high inflation and economic uncertainty, many businesses are threading it carefully with customers.

That being said, there are significant ways a business can rebuild that trust with customers and ensure that the trajectory of the business is still aligned with its growth strategy, its people, and its customers.

Offering insights and opinion pieces within our expertise and understanding of the CX industry, we explored these key areas:


Rebuilding trust with customers

Open banking: the opportunity to revive trust in finance

Digital disruption has shifted the battle for banking customers from bricks and mortar branches to laptop screens and smartphones. But the shift from in-person doesn’t have to mean impersonal.

Instead, savvy financial institutions are using personalised digital content and better phone, text and web engagement not only to get closer to customers but also to poach market share from their competitors.

Read more: The opportunity to revive trust in finance

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Preparing for the unexpected: how do you handle customer demand during a disaster?

Customer-facing businesses are used to peaks and troughs in customer calls, whether that is a rush before Christmas as buyers chase down deliveries or an uptick in enquiries when a marketing campaign goes live. But when something goes terribly wrong, having a surge strategy in place to manage demand becomes critical.

Find out how businesses can manage surges in customer demands: Preparing for the unexpected


The new landscape of data privacy

“On home soil, taking a proactive stance, she [Minister for Home Affairs and Cyber Security, Clare O’Neil] has been clear that policy mechanisms can only go so far—that the time really has come for organisations to step up and take responsibility for their cybersecurity.” (Pietro, 2022)

Here are some ways to ensure your data security is keeping pace: The new landscape of data privacy

Driving towards a common goal

TSA Group featured in The West Australian – Businesses working together on January 26 debate

As an organisation committed to strengthening our relationships with the Traditional Custodians and Elders of the lands on which we live and work, and one which is also committed to supporting reconciliation in Australia, we recognise that there is a diversity of views about what 26 January has come to symbolise.

Photo of the news feature about WA companies show support for changing the date of Australia Day

Share the news on LinkedIn > Changing the narrative around Australia Day


Workplace culture is more than just phrases on a wallchart

With today’s talent shortage crisis and employee retention challenges, workplace culture can be the deciding factor for employees, determining whether they stay and grow their careers with you, or leave for somewhere else.

Read more on why workplace culture is important and how do you communicate it: Workplace culture is more than just phrases on a wallchart


Mistakes That Made Me: a more caring leader

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Deloitte’s Best Managed Companies 2022

We are proud to announce TSA Group is a winner of Australia’s Best Managed Companies for 2022, sponsored by @Deloitte Private

The Best Managed Companies program celebrates exceptional private businesses and supports their ambitions in shaping tomorrow. TSA Group has been acknowledged for outstanding business excellence, benchmarked against four pillars: strategy, culture & commitment, capabilities & innovation, and governance & financials.

Discover more about the program:



TSA are Australia’s arket leading specialists in CX consultancy and contact centre services. We are passionate about revolutionising the way brands connect with Australians. How? By combining our local expertise with the most sophisticated customer experience technology on earth, and delivering with an expert team of customer service consultants who know exactly how to help brands care for their customers.

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