Case Study: Harnessing Generative AI to Transform Customer Support Intelligence
Executive Summary An Australian health insurance provider adopted a generative AI-powered insights platform to modernise its contact centre operations. By automating analysis across all customer interactions, the organisation achieved 92% categorisation accuracy, eliminated ambiguous call drivers, and reduced investigation times by 70%, enabling faster and more effective decision-making. Customer Context The client is a well-established […]
Case Study: Optimising Contact Centre Operations for an Australian Insurance Provider
Executive Summary An Australian insurance provider reduced wait times and improved member satisfaction by uncovering 12 optimisation opportunities, implementing quick wins, and establishing a strategic roadmap underpinned by AI technology and streamlined processes. Client Overview A nationally recognised insurance company serving customers across home, health, and motor portfolios. The organisation aimed to modernise its contact […]
Case Study: Preserving Brand Excellence Across Borders – Seamless Customer Service Expansion for an Iconic FMCG Chain
Executive Summary An iconic Australian FMCG chain, known for its warm customer experience and strong brand identity, embarked on international expansion through the acquisition of a North American sister brand. To support this growth, the company needed to extend its customer service operations into Canada, without compromising the high standards established in Australia. Through a […]
Case Study: Modernising Customer Support for a Leading Telecommunications Provider
Executive Summary A top Asia-Pacific telecommunications company, serving over 5 million mobile and broadband customers, was struggling to meet rising customer expectations amidst rapid digital growth. With service inquiries surging, legacy systems, and inconsistent workflows, the business needed to reinvent its customer operations. Through a consulting-led transformation, we designed and implemented a scalable, omni-channel service […]
Symbos strengthens Australian customer experience capability with acquisition of CPM Australia
Melbourne, Australia – Symbos, one of Australia’s fastest-growing customer experience and digital service providers, has acquired CPM Australia, marking a significant step in its growth as a leading end-to-end CX partner. The acquisition enhances Symbos’ capability, combining CPM’s established contact-centre expertise with Symbos’ digital infrastructure, AI enabled service capability and global delivery network across Australia, […]
Symbos Accelerates Transformation in Customer Experience Across Australia with Webex by Cisco
Sydney, Australia – 14 October 2025 – Symbos, a next-generation provider of digital transformation and CX solutions, and Webex by Cisco, a global leader in collaboration technologies empowering employee and customer experiences, today announced a strategic partnership set to disrupt how Australian enterprises engage and interact with their customers. This partnership positions Symbos as Cisco’s […]
The future of human + digital CX
Why CX needs a new formula Customer expectations have never been higher. 73% of consumers say experience is a key factor in purchasing decisions. Customers want speed, convenience, and always-on availability, but they also want to feel valued, heard and understood. Many enterprises struggle to balance these demands, leaning either too heavily on people-driven models […]
The ROI of experience: why CX is a boardroom priority
The ROI of experience: why CX is a boardroom priority
Retail and eCommerce: scaling loyalty in the omnichannel era
How enterprises can turn one-time shoppers into lifelong customers
How Australians Will Shop for Christmas Gifts in 2025
2025 marks the tenth year of Symbos’ Safari’s Christmas Shopping Intentions Report, tracking how Australians approach Christmas gift shopping. Across a decade of research, the data tells a clear story. Sales events like Black Friday now shape the season, omnichannel shopping has become the norm, and gift preferences are evolving toward more meaningful presents. The […]