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.
Mark Atterby talks to Steve Griffin the architect behind Service NSW, by far the largest and most successful digital transformation / CX project in government. Steve explains how Service NSW …
Few organisations, according to a recent report from Altimeter, have a coherent method for aligning customer experience with business strategy. This misalignment is impacting the decisions and investments business leaders …
The insights gleaned from analysing customer data feeds the design process for creating better customer experiences. Most organisations realise the importance of these insights to improve customer loyalty, reduce costs …
Creating an exceptional customer experience requires a pro-active and forward looking approach. Even if you are quick to respond and resolve issues once they are raised, being reactive will inhibit …
Your website is often the first experience a customer has of your organisation. A negative experience will tarnish future interactions, driving potential customers into the arms of your competitors. On …
We are starting to see AI (Artificial Intelligence) being deployed in ‘every day’ situations. It’s potential to reshape the way consumers interact with brands, for the benefit of both, presents …
A major security breach or cyber-attack can ruin the experience customers have with a brand. Failure to act decisively when customer’ interests or the security of their information is threatened, …
Organisations are making increasing use of data and analytics to build a more comprehensive picture of their customers. Everyone recognises that the benefits of this are potentially substantial. But the …
Customer journey maps are an important first step in understanding the experiences of customers. From initial contact to final purchase it highlights the key interactions the customer has with the …
The ability to offer customers the ability to communicate with a brand via a variety of channels has been the Holy Grail for the contact centre industry for quite some …