Workers in Australia are looking for new jobs, asking for extra shifts, and switching to cheaper brands as everyday expenses eat up a bigger chunk of their paychecks, new research from Qualtrics shows. Drawing on insights from 1,020 full- and part-time workers in Australia, the study revealed 51% of respondents say it is harder for …
Customers want personalised services tailored to their individual needs and expectations. However, according to research from Twilio, consumers don’t trust brands to keep their personal data secure and to use it responsibly. To provide highly personalised service, brands must have a greater understanding of their customers’ needs, purchasing histories and preferences. In other words, they need to …
According to a new report released today by KellyOCG, over three quarters of Australian senior executives say they are planning to leave their organisations in the next two years, which is higher than the global average. The second annual KellyOCG Global Workforce Report – Re:work, surveyed 1,000 senior business leaders across 12 countries to understand the …
Article by Chanice Henry, article first published by CX Network Ayelet Mendel-Girin, general head of customer experience at Humm Group, discusses the art of emotional engagement when building loyalty winning self-service channels and employee experiences. Since starting her career as a traditional market researcher, Mendel-Girin has seen the scope of the role expand significantly to …
Article by Olivia Powell, article first published by CX Network Founder and CEO of Beyond Philosophy, Colin Shaw, on how to understand the difference between what customers say and what will drive value. What is your proudest moment of your CX career so far? Colin Shaw: Probably the fact that my company has just won the award …
From Telstra Enterprise. End-to-end customer experience is the journey a customer takes from their initial thoughts or considerations to the actual purchase of a product. But the journey doesn’t end there! A customer’s initial buyer experience may have been sensational. The website was easy to navigate and the checkout process was simple and streamlined. But …
If Australian retailers want to thrive and survive in today’s ecommerce environment, according to recent research, they must embrace digital experimentation to drive changes online and in physical stores. The Pulse Report 2020, produced by consultancy firm New Republique, benchmarks how established organisations are with data-led and customer driven changes. The report shows that in …