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.
Worldwide spending on CEM and CRM applications grew 15.6% to reach $48.2 billion in 2018, according to research from Gartner. Worldwide enterprise application software revenue totalled more than $193.6 billion in 2018. CRM made up almost a quarter of that revenue. Roughly 72.9% of CRM spending was on software as a service (SaaS) in 2018, …
To cope with the avalanche of digital information and activities, customers — like organisations — are increasingly turning to automation. There’s a lot of discussion about how enterprises continue to invest in artificial intelligence (AI) to save time and money, but we often overlook the next generation of customers being equally amenable to conducting their …
CX transformation projects can take years and cost millions of dollars. Though the potential benefits are enormous, CEOs can come under immense pressure to justify the costs. According to the Forrester CX Index 2018, little progress has been made in the last few years – brands simply aren’t doing enough to innovate and differentiate themselves …
As a focus on Customer Experience (CX) in business and media continues its rise in popularity globally, a common question that is often asked – who owns the customer? Particularly when the remit of the CX and marketing teams overlap (and they almost always do), business leaders are at risk of siloing their CX projects …
Australian retailers are investing in mobile technology to improve instore experiences for customers. According to recent research from VDC Research, commissioned by SOTI inc, 34% of retailers are investing in new technology to increase sales and productivity. However, many retailers are failing to realise the full benefits of their investments. “Many retailers are deploying new …
Happy customers are cheaper to service, less price sensitive and less likely to churn. Customer happiness goes beyond customer satisfaction by creating an emotional connection with a brand’s products and services. The challenge lies in understanding what makes customers happy and how much value this brings to the business. Most organisations have developed extensive surveys …
Customer journey mapping has been an important tool for CX professionals over the years. Journey maps have helped us to understand when and where customers interact with the organisation. They have also allowed us to design better experiences for our customers. However, traditional customer journey mapping has some significant short falls in revealing the actual …
Customer expectations are outstripping the capabilities of companies to meet them. The problem, according to a range of recent research and opinion, is the lack of investment in digital business models that enhance operational capabilities while creating value for customers. Companies that don’t fully embrace digital transformation will be fighting an uphill battle to keep customers satisfied.
AI (Artificial Intelligence) is currently reshaping the customer experience. It is being used in a range of contexts to provide intelligent, convenient and informed customer service. AI’s biggest opportunity, however, is in terms of customer data and analytics. It can make you a lot smarter about what’s happening with your business and customers AI enabled …
Research from Forrester shows that most CX initiatives were stalled in 2018. The outlook for 2019 maybe worse. Organisations are faltering in terms of improving CX quality. Forrester predicts in 2019 up to 20% of companies across the globe will give up trying to differentiate on the basis of CX. In a survey conducted by …