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.
Organisations that understand the link between happy engaged employees and happy engaged customers will exceed in the experience economy. Successful EX (Employee Experience) equals successful CX. Yet these strategies are often not aligned to the detriment of both employees and customers. Research from the XM Institute highlights how organisations that are CX leaders consistently demonstrate …
Customers today are used to self-service experiences and expect instant answers to almost all queries. Some customers do their research before contacting you, others are less prepared but still expect quick, accurate answers to their questions – and with the resources from digital channels available, it’s expected that you should be able to provide just …
Technology is dramatically reshaping the role of the contact centre and the tasks performed by contact centre agents. What will the contact centre of tomorrow look like? And what will be the role of the agents in the contact centre of the future? The first call centres emerged decades ago. Their primary role was to …
In the last 2 years, Australian Red Cross has redefined itself by becoming a customer centric organisation. Katrina Harrison, their Head of Customer Experience, explains the journey the organisation has taken and how that has impacted its vision and aims for the future. Main Picture: Katrina Harrison and her team. Established in 1914, Australian Red …
Customer experience (CX) quality languished for the third year in a row, according to Forresters CX index from 2018. With firms failing to perform the core CX management activities and index scores for 2019 not looking promising, at first glance this may look like doom and gloom for the CX sector. However, this actually makes …
Two years ago Caroline Maillols was appointed by MedicalDirector, a leading provider of healthcare and practice management software, to take charge of their CX and digital transformation strategy. Caroline’s job was to change MedicalDirector from being a product centric company to a customer centric business. CXFocus talks to Caroline about the challenges and successes she …
Only 5% of customers with a problem will contact your organisation. The rest will just leave. Customer churn prediction based purely on analysing data from the contact centre or from customer satisfaction and NPS surveys, will provide a very limited view of what’s going on. Your analysis and churn prevention strategies will be skewed to …
Most brands understand that purchasing decisions are based more on how people feel rather than logic. According to Forrester, a customer’s emotional reaction to an experience impacts loyalty greater than the ease and efficiency of their interaction. But how do you measure how customers feel ? And what impact does this have on loyalty and …
In terms of customer service, most companies tend to be reactive. This tendency stems from fear. Many executives I’ve met have demonstrated fear when it comes to proactively contacting customers. They are afraid that if they poke the bear, they will encourage the customer to re-think the entire relationship and ultimately leave. This fear can …
Giving employees collaboration tools via the cloud and unified communications (UC) to create better customer experiences (among other critical objectives) is smart business … and Australian business leaders know it. Employees are being given access to tools from anywhere via any device, to encourage collaboration and productivity across an organisation’s communications network, be that between …