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.
Mark Atterby, Editor of CXFocus, recently interviewed Ledi Lapaj, Director Customer Experience Bank-al-Etihad, who is the international keynote speaker for the CX Retreat in October. Ledi explains the customer centric journey the bank has been on, highlighting the six pillars of CX transformation that an organisation needs to become customer-centric. Mark Atterby (MA): Can you …
A new study by CX Network has identified convenience as the paramount customer behaviour shaping the strategies of customer experience (CX) professionals in 2024. This dramatic shift, up from fourth place in the previous year, underscores the growing urgency for businesses to prioritise speed, ease, and efficiency in their customer interactions. In contrast, the report …
I still remember the look of confusion on my grandfather’s face as I located a tire shop and booked a tire change for him using the computer, despite him asking for the Yellow Pages to find the number of the nearest tire shop. With 65-81% of consumers starting their shopping journey with online research[1] , asking …
In 2013, customer experience innovator Matthew Dixon authored a book that forever changed the way contact center leaders look at customer service. In his book, The Effortless Experience, Dixon argued that customer loyalty is earned when companies deliver on their basic promises. In other words, effortless customer experiences produce repeat buyers and greater ROI much …
At its X4 event In Sydney last week, Qualtrics revealed its vision and roadmap for the future development of its products. That vision firmly embraces AI and the capabilities it can provide to improve customer and employee experiences. Attended by 2,000 delegates, the Qualtrics X4 event was held at the International Convention Centre (ICC) Darling …
Can you recall the last time you interacted with a bank teller? Chances are it’s been a while since most financial transactions are now completed digitally or via self-service channels. This shift has resulted in banks focusing more on the experience they offer their customers. They need to be sure that transactions can be completed …
For 15 years, Rebecca Burns, General Manager, Support at MYOB, has demonstrated her passion for customer experience (CX) and success. Throughout her career in customer success and project management, she has focused on strategising and implementing solutions to make customer interactions exceptional. Mark Atterby from CXFocus talks to Rebecca about her role at MYOB and …
For years, omnichannel customer experience (CX) has been the holy grail. But the way customers interact with businesses is changing. They don’t think in terms of channels – website, app, phone call, etc – they simply want a smooth, consistent experience. This shift in customer behaviour is driving a move towards a new approach: channel-less …
It’s easy to get caught up in the efficiency and automation that technology offers. But what about the human element? How do we ensure that empathy and a positive human experience remain central to our interactions, even when technology plays a prominent role? Mark Atterby, Editor of CXFocus, interviews David Stone, VP of Growth for …
THE ICONIC is Australia’s most loved retail brand, according to the inaugural Most Loved Retailers Report produced by Power Retail. Power Retail’s Head of Data, David Fear, comments, “THE ICONIC excels with younger customers by offering fast delivery, responsive customer service, and excellent returns policies, all of which are highly valued by this age group. …