Customer experience (CX) is the heart of any successful business. In this category, you’ll find insightful articles packed with actionable strategies to transform your customer interactions. Discover how to leverage empathy, personalise your approach, and utilise technology effectively to create a seamless and delightful customer journey. Gain expert advice on building customer loyalty, reducing churn, and turning happy customers into brand advocates.
Unleash the power of exceptional customer service! Dive into articles exploring the latest trends, tips, and strategies to elevate your customer experience and build lasting brand loyalty.
Ensuring your customers receive maximum value and enjoyment out of the products you sell them is a critical component of their overall experience with your brand. The term ‘Customer Success’ …
Personalisation is one of the most important aspects of creating a great great customer experience. Today’s customers expect a personalised experience when dealing with brands. Highly personalised customer experiences driven by data …
This article was originally published on http://www.sproutstrategy.com.au Critical to most CX programs is having a Voice-of-Customer (VoC) component or process which allows companies to understand exactly what their customers want. …
The ability of a business to deliver an exceptional experience to customers is dependent on one thing – it’s culture. Successful CX requires a culture that puts the customer at …
The Internet of Things (IoT) continues to transform businesses as developing technology presents benefits to every vertical. From a business standpoint, there are two major forces at play right now. …
With $5 billion in annual revenue, John Holland builds and operates transport infrastructure across Australia, including Sydney Metro and Melbourne Metro trains. Director of Customer Experience Yvette Mihelic, explains how …
Gumtree helps local buyers and sellers to connect and exchange goods and services across Australia. When COVID struck Gumtree had to make drastic changes to its operating model and how …
The COVID-19 pandemic has fundamentally changed the world. While many of the changes posed by this global crisis have never been seen before – others were predictable and perhaps, expected. …
By applying the principles of behavioural economics, organisations can greatly improve the effectiveness of their Customer Experience (CX) strategy. As well as providing deeper insights into consumer behaviour, behavioural economics …
At the beginning of 2020 New Zealand’s Contact Energy appointed Tighe Wall as Chief Digital Officer, to take charge of their digital transformation journey. CXFocus editor Mark Atterby, talks to …