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 increased pace of digital transformation, due to the COVID pandemic, has drastically changed the cybersecurity landscape. The potential impact of these changes and their ramifications for CX are significant. …
You get the best insight into your business from your customers. They’re the ones who are experiencing everything firsthand. Your clients use your website, speak with your employees, and use …
Most Australian employees expect things to improve in their workplaces as a direct result of changes being made by employers and their response to the COVID-19 pandemic. They expect to …
Throughout the COVID-19 pandemic, customer support teams have been on the front line, contending with increased ticket volumes at the same time as having to adapt to changing circumstances and …
PEXA is an online property settlement platform used by 150 financial institutions as well as more than 9,000 legal and conveyancing firms across Australia. Lisa Dowie, Chief Customer Officer for …
COVID-19 has changed workplaces permanently, and the call centre is no exception. Across Asia, where the technology and security allowed, call centre employees were sent home to work remotely. When …
It’s often said that to succeed, Customer Experience practitioners need a unique blend of resilience, patience and resourcefulness with a good dose of empathy. To fulfil an organisation goal of …
Customer happiness and customer retention are closely intertwined. NPS and CSAT are two of the most important CX metrics we use to assess what customers think about our organisations. Unfortunately, …
Most executives will readily say ‘our people’ are vital to the success of the business. Yet so many Australian organisations have inadequate employee engagement strategies in place. The coronavirus pandemic …
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 …