In the digital realm, where physical interactions are limited, CX becomes the primary differentiator between brands. It encompasses everything a customer feels and experiences, from their first encounter with a …
Over the years, VoC (Voice-of-the-Customer) methodologies have undergone a remarkable transformation, evolving from traditional surveys to dynamic, multi/omni-channel programs powered by cutting-edge technologies. VoC programs have become critical for understanding …
Airtasker is a Sydney-based Australian company founded in 2011. Their platform connects people in need of assistance with individuals willing to lend a hand. Over 1.5 million jobs and tasks …
Digital transformation is the strategic use of technology to reshape business processes, operations, and customer interactions. When effectively implemented, digital transformation can significantly support your CX strategy by providing seamless, …
In an era defined by fast-paced living and the omnipresence of smartphones, our lives have become a series of micro-moments. These fleeting instances, where people turn to their mobile devices …
The role of Chief Customer Officer (CCO) has evolved to become a crucial component of organisational strategy. CCOs are now at the forefront of driving business growth by championing customer-centric …
With the rapid advance of AI impacting how businesses operate, organisations are starting to appoint heads of AI and Chief AI Officers (CAIO). Let’s dive into the responsibilities of these …
Imagine calling a customer support hotline, and the representative knows your name, understands your previous interactions with the company, and can offer solutions tailored to your specific needs. This level …
Prominent Australian brands like Qantas, Coles and Woolworths have recently faced a storm of criticism with consumers questioning their priorities. While these companies rake in substantial profits, many Australians grapple …
The following article is based on a recent Industry Report, “How great content engages your customers early in their buyer journey”, published by CXFocus. Initiating early engagement with customers serves …