Author: CXFOCUS Editor
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 include user testing, digital analytics and design thinking practices. These customer-centric skills she acquired have proved valuable in throughout her profession. “The novel synergy between market research, UX and big data helps the business to capture customer journeys more holistically and adopt a truly omnichannel approach.” Her…
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 the Financial Times for being a leading management consultancy, making us the winner four years in a row now. The second thing I am most proud of is being chosen by LinkedIn as of the top 150 business influencers on the site, and now…
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 after two weeks the product they have ordered and paid for hasn’t arrived or it has arrived damage or with items missing. They send emails which are not answered. In exasperation the customer calls the service number to be placed in a lengthy queue. The…
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 2020, 69% of evolving organisations already considered experimentation part of their marketing mix and 94% of respondents indicated they would maintain or increase their spend on experimentation efforts in the next two years, setting the scene for an online survival; of the fittest. Nima Yassini,…