BAU vs Innovation: The biggest CX challenge
Most enterprises understand what they need to do in terms of CX and their digital strategy. They appreciate the need to be agile, innovative, and to engage employees as well …
Category: Customer Experience
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.
Australian startup unlocks the value of online volunteering
Vollie is an online volunteering platform, allowing not-for-profits and charities to connect with qualified professionals and students for skills based volunteering. Founded in 2016 and launched in 2017, Vollie has …
Who wants to be a Chief Customer Officer?
Chief Customer Officers (or roles with similar titles and responsibilities) are being appointed in ever increasing numbers to boards across Australia and overseas. This reflects the increased effort and importance …
There’s no such thing as Customer or Employee Loyalty
I remember being devastated when I learnt that Santa Claus and the Easter Bunny weren’t real…but as reality set in, I was embarrassed that I’d let myself get fooled for …
Look who’s getting married – Outsourcing Relationships
An outsourcing contract is like a marriage contract. It doesn’t necessarily define the success of the relationship, but it does go a long way in facilitating it. And like a …
Employer Brand-led cultural change
A strong employer brand encourages recruitment of quality talent and builds effective employee engagement and employee retention. Engaged and committed employees are the vital ingredient in creating quality customer experiences. …
Smart places and the customer experience
The creation of smart places has become an indispensable feature of the customer experience. For some time, hotels, airports, stores, entertainment venues and other location based brands have utilised mobile …
Why do ‘customer experience’ programmes fail?
Many business leaders look to use CX programmes to strategically improve operations – companies are investing more today than ever before on customer service and customer experience. But why are …
Investing in technology: Fad or future?
One of the biggest challenges for any organisation today is knowing what technology to invest in. After people, technology is the biggest investment an organisation can make. With new technology …
Competing in the experience economy
At the heart of the customer experience is the concept that people no longer buy products or services. They are, in fact, looking for outcomes and experiences. The brands they …