Jonathon Little

Jonathon is Stellar’s Corporate Strategy Manager, tasked with coordinating our strategic planning process. He encourages a culture of strategic insight through communicating our strategic vision across the business, leading research into customer experience and technology trends, and developing our insights across industries and products.

He’s passionate about seeing Stellar get closer to its 2020 vision through progressing our strategic initiatives – and there’s plenty of time for him to think over it while he’s training for his next half marathon. 


Stellar Trends & Insights Report: June 2017

Join us to discover the latest trends in our industry and customer experience. In this issue: iMessage Business Chat, artificial intelligence figuring out the ideal price, and virtual reality stock images to change the game.

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Stellar Trends & Insights Report: April 2017

Join us to discover the latest trends in our industry and customer experience. In this issue: WhatsApp your payments, using AI to improve watch sales, and an augmented reality test-drive.

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Stellar Trends & Insights Report: March 2017

Join us to discover the latest trends in our industry and customer experience. In this issue: a chatty ATM, connect with your doctor over wifi, and a perk for Jaguar drivers at Shell stations.

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Stellar Trends & Insights Report: February 2017

Join us to discover the latest trends in our industry and customer experience. In this issue: automated burgers, first-home buyers leaning on parents, and using location data to improve customer experience.

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Stellar Trends & Insights Report: January 2017

Join us to discover the latest trends in our industry and customer experience. In this issue: real-time emotional detection, automated trains in Australia, and a new rival for Amazon's Echo.

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Stellar Trends & Insights Report: November 2016

Join us to discover the latest trends in our industry and customer experience. In this issue: 2G now a relic of the past, new blockchain technology makes lower-cost transactions possible, and Australians need help with their homework.

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Stellar Trends & Insights Report: October 2016

Join us to discover the latest trends in our industry and customer experience. In this issue: banks that speak your lingo, Amazon to focus on Australia, and direct flights to the UK coming soon.

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Stellar Trends & Insights Report: September 2016

Join us to discover the latest trends in our industry and in customer experience. In this issue: the 'Uber of home-cooking', pizza delivery by drone, and fairer credit card surcharges.

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Stellar Trends & Insights Report: July 2016

Join us to discover the latest trends in our industry and in customer experience. In this issue: shoppers decide on the line between 'creepy' and 'cool', keep an eye on your pets from work, and a video on a hip Italian grocery store's approach to customer experience.

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But We Already Measure NPS...

For many years, organisations the world over have been grappling with the best metric to reflect the way their customers feel about their brand. From the age-old call quality to first call resolution, through to Customer Satisfaction (CSAT) and the ubiquitous Net Promoter Score (NPS), there is a measure for every angle. In the last few years however, the Customer Effort Score (CES) has become an increasingly popular approach for measuring customer satisfaction and is worthy of consideration for your company.

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Getting the Best From Your Contact Centres

If you’re in the business of customer service, you’re probably also in the business of running a contact centre. And while customer experience may be top of mind, that doesn’t mean that the contact centre can always be your core focus. So how do you strike the balance between a welcoming customer experience, happy employees, and solid business outcomes?

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The Increasing Importance of Digital Customer Service

Customers increasingly want to engage with businesses through channels beyond the traditional call centre or retail environment. Given that there is an increasing proportion of non-voice customer interactions, and this trend is expected to continue, is your business ready for this evolution?

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Understanding Omni-Channel

Interacting with your customers across several channels has become common nowadays. Once upon a time, we may have assumed that customers would interact with us either in-store, on the phone, or online, and that we didn't necessarily need to be too concerned about the customer experience being seamless across all channels. Time has proven this assumption wrong.

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