With rising consumer expectations and expanding fulfillment options, the Australian and New Zealand retail markets are undergoing rapid change and becoming increasingly complex. As a result, retailers are finding that …
Customers and employees want to engage with brands that are honest and transparent. Trust is a critical differentiator that can catapult an organisation above its competitors. Trust, unfortunately, is not …
We live in an age where experience dictates loyalty. Whether an experience is a good one or a bad one depends on the amount of friction involved with an interaction …
The success of many customer experience projects has been limited due to a range of very complex challenges and problems. “Design thinking”, with its capacity to harness the creativity and …
Customer experience has become a top priority for most organisations. Yet brands struggle to execute on their CX vision. Changing customer expectations and the impact of digital disruption are constantly …
Personalisation is key to engaging consumers on mobile devices, according to research from Sinch. Yet most brands are not leveraging the data they need to offer the personalised experiences that …
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 …
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 …
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 …
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 …