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.
Yarra Valley Water won “Customer Experience Team of the Year” at the Ashton Media Customer Experience Awards 2020. In this interview, Dr Anna Lorenzetto talks about Yarra Valley Water’s CX journey and the initiatives they took to understand their customer needs. Yarra Valley Water is the largest water utility in Melbourne. Providing water and sanitation …
These days marketing and customer experience are all about data. Having sufficient, accurate data to draw insights from and support critical decisions that help grow the business. Most organisations, however, have struggled to integrate and leverage their data in a way that’s easy for marketing to use. Are Customer Data Platforms (CDPs) the answer? Similar …
Many local councils across Australia have started their CX and digital transformation journeys. They are all at different stages of their journey, have different objectives and have greatly differing requirements but they all share one key objective – to promote ‘trust’ between citizens and the local governments that are meant to serve them. Local governments …
This article was originally published on managingcx,com. Cyber security affects nearly every touchpoint in a customer’s journey. For example, customers may unwittingly share sensitive information by filling out a form in a phishing email disguised as a marketing email, or click on a malicious pop-up on your organizations’ website. Some SunTrust Bank customers, for example, …
Information about market trends are everywhere, but by the time conventional media reports, it is usually out of date. The reason is that the most up-to-date insights on consumer trends can be generated from data created by consumers themselves. Social media, review sites, eCommerce pages all contain a wealth of data that is updated by …
To have a successful CX team means bringing onboard and engaging the right people in the right roles. Who exactly those right people are, will depend on the organisation, where the team sits under the organisation’s structure and how broadly you scope the function and responsibilities of the CX team. The CX team for a …
Cyber security initiatives are an excellent opportunity for CX teams to deliver even more secure, trusted and enjoyable customer experiences. Greg Bell, the U.S. leader at KPMG Cyber, explains, “In too many industries, information security is still seen as a technology risk to be minimised instead of a business issue to be optimised.” Cyber security involves …
Successful digital transformation can prove to be elusive for business leaders who do not have a holistic view of their business and the customer journey. This may prove to particularly critical for enterprises in the wake of the COVID pandemic as the move to all things digital accelerates. Digital transformation refers to the integration of …
Two years ago, the Salvos Stores embarked upon their customer experience journey by deciding to put their customers and the communities they serve at the heart of everything they do. As a result, when COVID struck, they were well prepared to cope and adapt. Salvos Stores maintain 330 retail outlets across Australia, selling pre-owned clothing, …
A seismic shift in consumer behaviour and emotions is currently occurring. The events of 2020 will permanently alter people’s beliefs, experiences and feelings. Deeply ingrained consumer behaviours and habits have been altered in response to the COVID pandemic. For Australian brands to stay relevant and understand what makes their target consumers tick – they must …