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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Artificial intelligence hasn’t just improved the customer journey. It has compressed it, fragmented it, and partially handed control to algorithms. Yet while investment surges, results lag. MIT research found that 95% of generative AI pilots have failed to deliver measurable P&L impact. At the same time, Zendesk reports that 83% of consumers believe customer experience …
In the digital economy, customer experience has evolved from a competitive differentiator into a strategic imperative. Boardrooms no longer debate whether CX matters, but how every investment – from product design to cybersecurity – reshapes the customer journey. CX is no longer just a differentiator but the foundation of long-term success. That foundation, however, is …
When faced with the critical task of making policy or departmental decisions based on citizen or employee feedback, the default for many government agencies has been to call in the consultants. For decades, the path of least resistance has led to outsourcing the entire process – from data collection to analysis – to external professional …
The Australian small and medium business (SMB) sector is entering 2026 facing a paradox. While business owners report high levels of confidence and gold-standard performance, their customers are signaling a different reality. According to the newly released Thryv 2025 Business Index and Consumer Report, a widening “Experience Gap” has emerged. For the modern entrepreneur, simply …
Organisations have been told that AI is the key to unlocking unparalleled customer experiences. Yet, as we move toward 2026, a significant gap remains between the promise of AI and the reality for consumers. Many businesses are investing heavily in AI, but those investments largely sit behind the scenes, optimising internal processes rather than delivering …
Switching suppliers is becoming less painful and that means local players will need to lift their game and fast. Get them in young and you’ll keep them forever. This has been the prevailing marketing philosophy in the financial services sector for decades and it’s informed the way institutions have engaged with their customers and delivered …
In 2026, customer experience is defined by how well a brand supports a customer the moment they lose confidence, hesitate, or feel overloaded. The best brands don’t drown people in touchpoints. They pay attention to their individual behaviour and use a blend of AI and human engagement to step in when it matters. Loyalty follows …
The journey toward genuine customer obsession requires more than just good intentions—it demands a robust, organisation-wide strategy for customer listening. In 2018 IKEA embarked on a VoC program aimed at building a single source of truth about its customers and the business. IKEA’s need for its Voice of the Customer (VoC) program stemmed from its …
As we head into 2026, the contact centre is about to take a major leap forward. Customer expectations are rising, digital channels continue to multiply, and companies are waking up to something we’ve been saying for years: service isn’t a cost centre but a strategic differentiator and a genuine driver of growth. From our vantage …
As contact centres become ever-more-essential business assets, the measures used to evaluate their performance need to evolve apace, write Customer Science CEO Todd Gorsuch and Crayon IQ founder Audrey William. Have recent years seen your organisation become ever more reliant on its contact centre to disseminate information, deal with all manner of customer interactions and …