Bridging the Customer Experience Gap
There is often a large gap between what company executives believe the custom experience to be and what customers actually perceive it to be. There is always going to be …
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.
Are contact centres measuring the ‘right’ things?
Measurement has always been important to the contact centre industry and over the last 15 years the way we measure and what we measure has evolved and matured. In the …
Customer journey maps – From the outside looking in
Do your customer journey maps truly represent your customer’s experience or your own assumptions on what your customer’s experience? For journey maps to be effective, brands need to deploy in …
Brendan Donoghue to lead UniSuper’s customer experience team
Recognising the need to provide more effective service to their members and customers, UniSuper has appointed Brendan Donoghue to head of customer experience. UniSuper is a $66 billion super fund …
Google raises the the bar with AI (Artificial Intelligence)
Artificial Intelligence presents a new paradigm shift from the previous “mobile first” approach in Google’s design thinking. Every product that Google is developing or is releasing has A.I. embedded into it. …
Personalisation vs data privacy: the customer experience dilemma
In the coming days, the GDPR comes into effect in Europe. Worldwide it represents a significant recognition of the issues surrounding data security and its impact on the customer experience. …
Turning debt collections into a positive customer experience
For most organisations, managing credit and debt collections can be a time consuming, costly and complex process.It’s viewed as a necessary but negative and thankless task. An experience that everyone …
Can cognitive content management deliver a personalised customer experience?
Content, whether it’s written, visual, aural or interactive, underpins the customer experience. The challenges lie in the ability to deliver the right content at the right time to the right …
Living and shopping in an Augmented Reality
2018 is seeing Augmented Reality (AR) emerge into the mainstream market. The perception that AR is an expensive novelty has shifted. AR applications are now delivering real business value to …
Chatbots are getting smarter and smarter!
In the past, humans were preferred over machines because there was a perception that humans were more accurate in their analysis of situations to make informed decisions. Fast-forward to 2018, …