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.
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 …
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 …
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 …
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 …