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 …
Zappos.com is an American online shoe and clothing retailer owned by Amazon. Zappos employs over 1500 people and generates over $US 2 billion in revenue per annum. Alex Genov is …
Finding new ways to engage with customers and build long-term loyalty is central to the CX strategy of most businesses. A loyalty program that includes experiential rewards rather than a …
Rania Wannous, the Chief Customer Officer at the New South Wales Telco Authority, leads the customer experience, partnerships, communications and stakeholder engagement functions at the authority. As customer advocate, Rania …
The BPO industry emerged and grew over the 80s, 90’s and 2000s primarily as a means for organisations to reduce costs through labour arbitrage. Contact centres and customer service were …
Becoming a ‘for purpose’ or purpose-led business can elevate your brand above your competitors in the mind of the conscious consumer. But not all conscious consumers are the same. Some consumers …