Chief Customer Officers (or roles with similar titles and responsibilities) are being appointed in ever increasing numbers to boards across Australia and overseas. This reflects the increased effort and importance …
In the pursuit of Google rankings the customer experience is often neglected. Most people are aware that certain SEO practices will do more harm than good. However, even legitimate SEO …
Employees and management, from their experiences as consumers, are expecting greater service and easy access to information within their organisation. It’s about viewing the HR department as a service provider …
The creation of smart places has become an indispensable feature of the customer experience. For some time, hotels, airports, stores, entertainment venues and other location based brands have utilised mobile …
At the heart of the customer experience is the concept that people no longer buy products or services. They are, in fact, looking for outcomes and experiences. The brands they …
In the past good security practices were low on an organisation’s list of priorities. Recent scandals and revelations concerning cyber-crime have made data security and privacy a top priority for …
There is often a large gap between what company executives believe the custom experience to be and what customers actually perceive it to be. There is always going to be …
Most companies are struggling to see viable uses of Virtual Reality (VR) and Augmented Reality (AR) within their business. According to new research from Prophet, VR and AR can pose …
Do your customer journey maps truly represent your customer’s experience or your own assumptions on what your customer’s experience? For journey maps to be effective, brands need to deploy in …
Recognising the need to provide more effective service to their members and customers, UniSuper has appointed Brendan Donoghue to head of customer experience. UniSuper is a $66 billion super fund …