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.
The COVID 19 crisis has dramatically changed customer journeys and what brands need to do to analyse and understand them. The traditional tools and methods associated with customer journey mapping are falling short in terms of providing a realistic and up to date view of an individual customer’s journey. Brands are turning to the relatively …
Over the last decade numerous technology vendors have hitched their wagons to the term Customer Experience Management (CEM or CXM). As a software or technology category the term is fairly elastic. It can mean many different things to many different people. Deciding which technology is best for your CX initiative can be a mammoth and …
When was the last time you were really impressed by a brand’s customer service team? Was it because they resolved a problem quickly or was it because they do something above and beyond what you expected? For most companies, customer service tends to be a reactive and passive response to enquiries and complaints. Reacting to …
For many customer support teams, volume has skyrocketed over the past few weeks, making it harder to answer questions at scale. And though automation has always been an incredibly useful tool for support teams prior to this year, COVID-19 has made it an almost mandatory solution for teams to get back on top of demand. …
Staying in touch with what customers and employees are saying about their experiences with brands has never been more important than now. The pandemic and need for social distance is having a dramatic impact on customer sentiment and what people expect from the brands they interact with. In normal circumstances, consumers have a wide range …
In 2003 there were fewer than 30 CCOs in the world. By 2010 there were 450 executives worldwide with the title. Now there’s 10s of 1000s scattered across the globe working in almost every industry sector. What is the career background of these new executives and what skills and attributes are required for them to …
Jo Kelly, Chief Customer Officer for Good2Give, explains how great employee experiences create great customer experiences. Good2Give is a digital platform that facilitates charitable giving between corporations and charities. Good2Give’s customers are segmented into three levels of corporate clients, donors, and charities. They help companies run their workplace giving programs, manage employee donations and provide …
Research tells us that most companies who spend more time listening and responding to customer feedback grow faster than companies that don’t. However, drawing a line to connect actions based on customer feedback to financial performance is a significant challenge. In the broadest sense CX data refers to data and information an organisation collects about …
How do the basic principles of customer experience stand-up when consumers and employees are going through a period of crisis? Will brands who excel at it have a better chance of survival than those that don’t? In Australia and across the globe, people are extremely anxious as the spread of Covid 19 escalates. They’re worried …
CX executives need to maintain a delicate balancing act between various and often competing priorities. They need to make critical decisions about their customers, their customer needs and which projects to initiate to address those needs. To make those decisions they need to ask some very difficult questions. In their CX and CRM primer, Gartner …