How do the basic principles of customer experience stand-up when consumers and employees are going through a period of crisis? Will brands who excel at it have a better chance of survival than those that don’t? In Australia and across the globe, people are extremely anxious as the spread of Covid 19 escalates. They’re worried …
CX executives need to maintain a delicate balancing act between various and often competing priorities. They need to make critical decisions about their customers, their customer needs and which projects to initiate to address those needs. To make those decisions they need to ask some very difficult questions. In their CX and CRM primer, Gartner …
Emma Cornwell, Chief Customer Officer for the myHomecare Group, is passionate about creating value and seamless communication channels for customers. Commencing her career in sales, in the automotive and publishing industries, Emma has worked for a number of organisations across a range of industries. She reflects, “Later I started a position at the NRMA, then …
Applying AI (Artificial Intelligence) and ML (Machine Learning) to customer and marketing analytics has the potential to drive substantial value and benefits. Yet the success of applying these sophisticated tools, so far, has been somewhat mixed. The gulf between those companies who have been successful to those who have been disappointed in the results is …
As companies pour resources into CX projects and initiatives they want to know the success of their efforts. The use of NPS (Net Promoter Score), CES (Customer Effort Score) and CSAT (Customer Satisfaction) to measure CX have come to dominate. Many business leaders, however, have come to question this over reliance on these metrics and …
When it comes to hiring temporary or casual customer service staff, companies often face a difficult balancing act in terms of speed of hire versus quality of hire. Unfortunately, the hiring methods that many organisations use are slow, expensive and deliver inconsistent results. Weploy, a Melbourne based startup, aims to eradicate the inefficiencies inherent in …
As Head of Digital at Primo Foods / JBS, Renaud Frisé fully embraces the need to accept the constantly changing nature of things. Primo Foods is the largest producer of ham, bacon and smallgoods in Australia. Primo Foods is part of the JBS Group of global companies. Renaud is responsible for all things digital at …
In 1978 Douglas Adams wrote about the ‘Babel fish’ in his comic Sci Fi novel The Hitchhiker’s Guide to The Galaxy. By placing the Babel fish in their ear, a person can translate every known language in the universe. Jeeves.Plus, an enterprising Australian start-up, is turning the fictional fish into a practical reality. Launched in …
Customer experience has become a top priority for most organisations. Yet brands struggle to execute on their CX vision. Changing customer expectations and the impact of digital disruption are constantly rewriting the ground rules companies need to work by. In 2020 new trends will emerge adding to the list of existing challenges that are thwarting …
Personalisation is key to engaging consumers on mobile devices, according to research from Sinch. Yet most brands are not leveraging the data they need to offer the personalised experiences that customers want. The year 2020 is predicted to be the year of hyper-personalised CX. Fundamental to driving success in offering highly personalised experiences is the …