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.
Jim Katzman, Principal, CX Strategy & Enablement at InMoment Measuring a customer experience (CX) program’s business value can take many forms. However, we’re seeing more of these programs zero in on cost reduction as the clearest proof point for justifying their implementation. Reducing cost is certainly important, but organisations focusing exclusively on this element might …
Digital Interactions are being considered as the first step towards digital transformation. Also, at present, utilising technology to boost customer experience has gained tremendous value, making it mandatory for brands to incorporate one or more ways of interacting with customers over digital channels. Asking whether we can replace human interaction with digital ones may sound absurd …
The impact of COVID has made most organisations re-evaluate how they manage their employees. In response to lock down restrictions and the need to keep people safe companies had to move quickly, which meant mistakes were made but many positive lessons for the future were also learnt. The most important is likely to be the …
This article was originally published on Gartner’s blog. Published on CXFocus with permission. Many companies have embraced the concept of customer experience (CX), but relatively few organisations have achieved mature, self-sustaining CX programs that enable enterprise-wide customer-centric culture and significantly improve customer satisfaction, loyalty, and advocacy. As with any business discipline, there is plenty of …
In recent years we have seen the range of devices and physical objects connected to the Internet grow exponentially. The information and data collected by IoT (Internet of Things) devices has the potential to generate significant insights into customer behaviour. Collecting and using this data and the technology that allows it to happen, has come …
There are three things that can make or break an online shopping experience for Australian consumers according to recent research. They are slow delivery times, poor protection of personal payment data and a poor returns policy. Those who get these things right, however, can benefit from increased customer loyalty, positive reviews and repeat business. 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 …
Trust is a critical component in the evolution of CX, particularly in a world and consumer landscape ravaged by the impact of COVID 19. Without trust, it’s almost impossible to build customer engagement and loyalty. Trust can make or break a business. Yet, in today’s digital world where things are constantly being disrupted, establishing trust …
Volkswagen Group Australia’s obsession with improving the customer experience and making life easier for customers, has placed the company in the top spot for brand loyalty in the Australian automotive industry. Jason Bradshaw, chief customer and marketing officer for Volkswagen Group Australia, talks about their customer experience journey. Back in in 2015, Volkswagen Group Australia …
Collecting and analysing customer feedback, typically via some form of survey, is at the core of most customer experience initiatives. Survey fatigue, where customers become bored, frustrated or annoyed at filling out surveys has become a major issue, however. It can impact accuracy as well as the level of insight provided by feedback surveys. Survey …