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.
Ultimately, investing in CX is an investment in the future of your business. It’s about building a foundation of trust, creating memorable experiences, and fostering a community of loyal customers who not only return but also champion your brand. By understanding and prioritising the customer experience, businesses can unlock sustainable growth, enhance brand reputation, and cultivate a competitive advantage that sets them apart.
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Customers want personalised services tailored to their individual needs and expectations. However, according to research from Twilio, consumers don’t trust brands to keep their personal data secure and to use it responsibly. To provide highly personalised service, brands must have a greater understanding of their customers’ needs, purchasing histories and preferences. In other words, they need to …
There’s a tendency to frame CX problems or digital transformation challenges in strictly technical terms. Organisations have thrown vast amounts of money at technology to solve a problem. Most, if not all significant CX challenges, however, are behavioural and cultural rather than systems and technology. Every CX problem is about addressing behaviour, according to …
As a result of the pandemic, we have seen customers dramatically shift to online channels. These days most customer journeys start online even if they may finish via a physical channel. It’s why Australian businesses are prioritising digital experiences and adopting what’s referred to as a digital-first mindset. Customers expect seamless, fast, and consistent digital …
The #1 trend in CX for 2022, according to recent research by Freshworks, is the need for businesses to adopt a digital-first mindset. Mark Atterby (MA), Editor of CXFocus talks to Ben Pluznyk (BP), Director & Country Manager, ANZ for Freshworks, about this and the other trends covered in the research. The five key trends …
Perhaps one of the biggest lessons learned through the pandemic is the immense value of human contact and the importance of empathy. When people feel connected to others and understood, their interactions are more meaningful and likely to elicit positive responses. When we consider digital transformation efforts, there is often a focus on the technology …
Over the last couple of months various industry pundits, analysts, and vendors have published their lists of CX Trends for 2022 and beyond. A quick search on Google will display a very wide and often conflicting range of customer experience predictions for 2022. During a recent CX Focus webinar Rebecca Wilson facilitated a panel discussion …
If branding is about making promises and setting expectations, customer experience is about keeping them. Unfortunately, according to a recent study by Qualtrics, many Australian brands are failing to live up to expectations. The Qualtrics study surveyed 1000 respondents across Australia and New Zealand where more than half of them (54%) said they have switched …
Many people see identity management as a purely security-oriented function, but its role in engagement and customer satisfaction is equally important. It can also offer a significant competitive advantage for brands competing for online customers by providing secure digital customer experiences. The rapid growth in digital channels and the need to offer exceptional digital customer …
Digital technology is vital to be able to provide personalised customer experiences at scale and in a way that is economically viable. Yet, digital transformation can appear disconnected from human experiences and build barriers between customers and the brand. We’ve seen the rise of chatbots, AI and increased automation matched with the rapid shift to …
The retail landscape is significantly challenged today. With supply chain issues impacting on stock levels, increasing volumes of returns and increased customer expectations in relation to online deliveries – local brands will have a hard time in satisfying customers in 2022. As a result, retailers will find that they quickly need to adopt new systems …