Sue Robinson

Sue has over 20 years of experience across banking, telecommunications and outsourcing; with a passion to drive change and deliver the right outcomes to meet business needs.

She has held responsibility for product development and process improvements. She has set up and managed diverse services and customer facing contact centres — both in Australia and offshore. She brings her strong operational background to Stellar's consulting practice, Evolve; blending her real-life experience with her savvy strategic thinking.

When she's not transforming the customer experience for our clients, Sue can be found relaxing in the Mornington Peninsula, where one day she plans to live full-time. Her stories of dolphins in the bay and koalas in the garden seem like enough incentive for us. 


Do Promoters Really Matter?

A lot of research looks into the value of different approaches to measuring customer satisfaction, and we hear the merits of customer effort versus NPS being discussed on many sites and blogs. But do promoters really matter to your business?

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Getting the Most Out of a Consulting Engagement

At Stellar, we are excited about formally branding a long running service we’ve provided to clients. Stellar Evolve is our consulting division, designed to help clients transform their customer experiences through comprehensive customer strategies and contact centre optimisation. Having reflected on all the advice we have provided over the years, we thought it would be instructive to ask one of our consulting directors to provide some recommendations around how to best use consultants.

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NPS and Employee Engagement

Last time I talked about some basic concepts to start the NPS journey, and the importance of ensuring the score was just the start of the journey and not the outcome. A key element to becoming a customer centric organisation is engaging your front line employees. Ultimately, it is your front line team who engage with your customers and deliver outcomes.

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NPS is Not Just a Number

One of the advantages of working for an outsourcer is that I get the opportunity to understand how each of our clients is using their net promoter score to drive a better experience for their customers. Our clients are doing just that – using the feedback and score to better understand drivers of low scores and modelling what drives a customer to be a promoter.

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How to Find the Right Outsourcing Partner

As an outsourcer, we see a lot of requests for tender/proposals and the quality and clarity of these can vary dramatically. There are a lot of common mistakes that make it very difficult for companies wishing to outsource to get a real understanding of their options and even the potential costs of outsourcing.

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People Engagement

Call centres are by their very nature a people business; they connect people and provide solutions in real time. Strip away the complex systems, routing engines, knowledge management tools, CRMs and other technologies and at the heart of our industry is people. A call centre is therefore only as good as the people who work there.

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What Are Your Customers Really Telling You?

Excellence in customer service starts with throwing out preconceived ideas and really listening to your customers – were they angry, frustrated when they called you, did that change throughout the call, did you resolve their issue, what issues caused them to call, could this be avoided?

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