Boosting customer loyalty through personalised banking experiences

Personalisation has become an important aspect of creating a great customer experience. Customers now expect seamless personalised experiences when dealing with their bank and if they aren’t satisfied with their current institution, an alternative provider is only a click away. The move to greater personalised experiences has gained momentum during COVID.  Banks are looking to …

The Omni-channel Experience: Strategy versus buzzword

An omni-channel experience is about providing a seamless experience across all service and communication channels. Regardless of how or when or how often a customer wants to interact with a brand, they can. Over the years, however, omni-channel has become an over-used buzzword employed by vendors to sell technology and software. Rather than a strategy …

Teaching the machine to serve our customers

In recent years the customer experience landscape has seen the emergence of chatbots, virtual digital assistants, and AI. By automating repetitive tasks these tools have saved costs, allowing humans to focus on more complex issues. The long term impact of AI and machine learning applications, however, is potentially tremendous and far reaching. Machine learning refers …

Why Australian organisations need more CCXPs (Certified Customer eXperience Professionals)

In the wake of the COVID-19 pandemic businesses are increasingly prioritising customer experience over product and pricing as a means to differentiate their brand. As a result, customer experience skills and competencies are in high demand across most if not all industry sectors in Australia. Jobs with customer experience in the title are proliferating across …

Why have ‘customer success’ programs become so important

Ensuring your customers receive maximum value and enjoyment out of the products you sell them is a critical component of their overall experience with your brand. The term ‘Customer Success’ refers adopting a proactive approach to providing solutions and answers for your customers. Along with ‘Customer Experience’, ‘Customer Success’ has become increasingly popular over recent …

We’re targeting you – personalisation vs segmentation

Personalisation is one of the most important aspects of creating a great great customer experience. Today’s customers expect a personalised experience when dealing with brands. Highly personalised customer experiences driven by data analytics about current customers are difficult for competitors to imitate. The challenge lies in: who are we actually trying to personalise for? All too often …

Why you need a ‘Customer Centric’ culture to succeed at customer experience

The ability of a business to deliver an exceptional experience to customers is dependent on one thing – it’s culture. Successful CX requires a culture that puts the customer at the heart of every decision and action made. Unfortunately, for most organisations, that’s easier said than done. You can build as many customer journey maps …

John Holland gets onboard with Customer Experience (CX)

With $5 billion in annual revenue, John Holland builds and operates transport infrastructure across Australia, including Sydney Metro and Melbourne Metro trains. Director of Customer Experience Yvette Mihelic, explains how the concept of ‘customer experience’ became vital to the way the company operates. John Holland needs to cater for the requirements of two types of …