Many local councils across Australia have started their CX and digital transformation journeys. They are all at different stages of their journey, have different objectives and have greatly differing requirements but they all share one key objective – to promote ‘trust’ between citizens and the local governments that are meant to serve them. Local governments …
To have a successful CX team means bringing onboard and engaging the right people in the right roles. Who exactly those right people are, will depend on the organisation, where the team sits under the organisation’s structure and how broadly you scope the function and responsibilities of the CX team. The CX team for a …
Successful digital transformation can prove to be elusive for business leaders who do not have a holistic view of their business and the customer journey. This may prove to particularly critical for enterprises in the wake of the COVID pandemic as the move to all things digital accelerates. Digital transformation refers to the integration of …
Two years ago, the Salvos Stores embarked upon their customer experience journey by deciding to put their customers and the communities they serve at the heart of everything they do. As a result, when COVID struck, they were well prepared to cope and adapt. Salvos Stores maintain 330 retail outlets across Australia, selling pre-owned clothing, …
An outstanding array of Australian CX thought leaders gathered on the 6th October to share stories on how their teams met the challenges of the COVID pandemic. Though each story was unique, the one thing that was common was the importance of customer empathy – the ability to understand what customers are experiencing and feeling …
The increased pace of digital transformation, due to the COVID pandemic, has drastically changed the cybersecurity landscape. The potential impact of these changes and their ramifications for CX are significant. Organisations who can maintain a safe and secure digital environment for their customers, will have a substantial advantage over competitors who can’t. A survey …
The difference between Brand Experience (BX) and Customer Experience (CX) is often unclear and confusing. Each has a role to play in the reputation and success of your business. They are closely connected, where the success of one is very much dependent on the other. They are, however, two distinct functions. A brand is …
Most Australian employees expect things to improve in their workplaces as a direct result of changes being made by employers and their response to the COVID-19 pandemic. They expect to see more flexible work schedules, greater focus on hygiene and for employers to take greater notice of employee feedback. Will Australian employers live up to …
PEXA is an online property settlement platform used by 150 financial institutions as well as more than 9,000 legal and conveyancing firms across Australia. Lisa Dowie, Chief Customer Officer for PEXA, explains how PEXA’s commitment to providing exceptional experiences for its members and employees has helped the organisation cope with the COVID-19 pandemic. A world …
Most executives will readily say ‘our people’ are vital to the success of the business. Yet so many Australian organisations have inadequate employee engagement strategies in place. The coronavirus pandemic will be a defining moment in most people’s careers. How brands respond in the coming months will have a lasting impact on employee engagement, productivity …