Contact Energy in New Zealand has passed significant milestones on its path to becoming a customer-centric organisation. Their achievement has been acknowledged with their recent wins in 2022 and 2023 …
Pernod Ricard Winemakers, a global leader in wines and spirits, underwent a significant shift in its marketing and customer experience (CX) strategy. Instead of focusing their messaging on the product …
Despite the significant investment in collecting and analysing customer data, many organisations struggle to effectively utilise the insights they gather. Simply gathering and analysing customer data isn’t enough. The true …
The CX Awards, organised by Ashton Media, have been celebrating and recognising outstanding achievements in customer experience (CX) for the past seven years. Ashton has announced the finalists for the …
The role of the Chief Customer Officer (CCO) has evolved significantly in recent years, transitioning from a tactical function to a strategic leadership position. CXFocus interviews Michael Dart, the Chief …
Peak season offers retailers an opportunity to not only increase sales but also cultivate lasting customer relationships. Balancing the need for short-term sales while building long-term loyalty is a significant …
In today’s competitive landscape, demonstrating the ROI and business impact of CX initiatives is crucial. But it can be challenging to quantify the impact of customer experience on the bottom …
Nespresso has harnessed the power of chatbots to elevate customer interactions and has also employed AI to optimise employee training and knowledge management. Mark Atterby from CXFocus talks to Heather …
Mark Atterby, Editor of CXFocus, recently interviewed Ledi Lapaj, Director Customer Experience Bank-al-Etihad, who is the international keynote speaker for the CX Retreat in October. Ledi explains the customer centric …
A new study by CX Network has identified convenience as the paramount customer behaviour shaping the strategies of customer experience (CX) professionals in 2024. This dramatic shift, up from fourth …