Emotions play a crucial role in the behaviour and purchasing decisions of consumers. When customers form emotional connections with your brand, it bolsters feelings of loyalty and engagement with the …
As Australian organisations struggle to compete in an increasingly complex and dynamic business landscape, the BPO (Business Process Outsourcing) industry is uniquely positioned to help. But the industry needs to …
Australia’s largest independently owned and fastest-growing telco, MATE, has incorporated the Australian cultural idiom of mateship in the way it treats employees as well as customers. Embodying a code of …
Linking the voice of the employee (VoE) with the voice of the customer (VoC) can create a holistic view of an organisation’s performance. For a number of leading organisations this …
In today’s hyper-competitive business landscape, AI has emerged as a critical component of a successful CX strategy. By leveraging AI, businesses can expect to enhance customer satisfaction, streamline operations, and …
The efforts many retailers have made to enhance and personalise the online shopping experience maybe missing the mark with Australian consumers. New research from Power Retail has shown that 69% …
Navy Health is a not-for-profit private health insurance provider for the Australian Defence Force community. Delivering an exceptional experience for members is core to its vision as an organisation and …
Due to the success of ChatGPT and the media coverage it’s received, AI is currently receiving a lot of attention. This is starting to generate a tsunami of new AI …
Simply Energy is an energy retailer with over 700,000 commercial and residential customers across Australia. Allison Dorogoj is Head of Customer Experience and Sales at Simply Energy. Mark Atterby, CXFocus …
World Vision Australia is a humanitarian aid and development organisation that aims to elevate children and the communities they are part of out of poverty. People can donate to the …