Information about market trends are everywhere, but by the time conventional media reports, it is usually out of date.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 …
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 …
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 …
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 …
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. …
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 …
An outstanding array of Australian CX thought leaders gathered on the 6th October to share stories on how their teams met the challenges of the COVID pandemic. Though each story …
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 …