Many people see identity management as a purely security-oriented function, but its role in engagement and customer satisfaction is equally important. It can also offer a significant competitive advantage for brands competing for online customers by providing secure digital customer experiences. The rapid growth in digital channels and the need to offer exceptional digital customer …
For years, omnichannel customer experience (CX) has been the holy grail. But the way customers interact with businesses is changing. They don’t think in terms of channels – website, app, phone call, etc – they simply want a smooth, consistent experience. This shift in customer behaviour is driving a move towards a new approach: channel-less …
For 15 years, Rebecca Burns, General Manager, Support at MYOB, has demonstrated her passion for customer experience (CX) and success. Throughout her career in customer success and project management, she has focused on strategising and implementing solutions to make customer interactions exceptional. Mark Atterby from CXFocus talks to Rebecca about her role at MYOB and …
New report, published by Intuit, highlights 12 tactics brands need to adopt to build loyalty with their customers. The report includes findings from a survey of 4,000 consumers across the United States, Canada, the United Kingdom and Australia – with 1,000 participants per market – and qualitative interviews with eight global marketing experts. “The Science …
It sounds counterintuitive, but in today’s always-on world consumers are placing a premium on human connection. Among headlines about households spending more online than ever before, traditional bricks and mortar institutions moving to online- and digital-only models, and the general buzz for AI, two-thirds of Australian consumers still prefer to engage with brands via human …
Metlifecare, established in 1984 is one of New Zealand’s largest retirement village providers. They currently own and operate 37 retirement villages throughout the North Island of New Zealand. Positive experiences directly impacts the emotional and physical well-being of residents who live in Metlifecare’s villages. From seamless onboarding and responsive staff to a vibrant social calendar …
In a recent announcement, Gartner highlights how digital customer service, conversational interfaces and generative AI will have the biggest impact on customer service and support strategies. “The common theme of these three technologies are their ability to streamline the customer journey and enable customer service leaders to meet customers’ growing expectations,” said Drew Kraus, VP Analyst …
In today’s experience economy, consumers want more personalisation in their interactions with brands. Organisations that provide it will see a direct impact on their business performance. About 80% of consumers worldwide say they’d recommend and purchase more, more often, from companies that consistently personalise the customer experience. And more than half are willing to pay a …
The 2023 Digital Experience Benchmark Report, by Contentsquare, underscores the importance of engagement and dynamic experiences online, highlighting the areas brands must improve in order to bolster conversion and customer satisfaction. Consumer trend data shows that brands are losing customers when it matters most: when they’re trying to convert, particularly on mobile devices. On the …
Downer New Zealand (Downer NZ) has partnered with InMoment to launch a transformational experience program that spans both voice of customer (VoC) as well as voice of employee (VoE). Whether it’s roads, airports, rail, utilities, buildings, digital engineering, or large infrastructure projects, Downer NZ is dedicated to continually improving the service it delivers to both …