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.
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The iconic scene in Taxi Driver where Robert De Niro’s character, Travis Bickle, stares at his reflection and asks, “You talkin’ to me?” reflects the shift that conversational search has brought to the customer experience. Traditional keyword-based search is like Travis talking to himself—a one-sided, often frustrating monologue. The user types a query, and the …
Today’s customers are an exacting lot with little tolerance for suppliers that fail to meet their ever-increasing expectations. Almost 94 per cent of Australian consumers stopped purchasing from at least one company after a negative experience, according to CPM’s 2025 The State of Customer Experience in Australia Report. Getting the basics right As to what …
A recent study by Morning Consult, commissioned by Zoom, reveals a strong connection between effective customer service and brand loyalty among Australian consumers. The research also found that issue resolution is the most critical factor for Australians when they interact with customer support. Luke Carruthers, Head of CX for Zoom APAC, comments, “Our Zoom-commissioned research, …
Is incorporating AI-powered automation into your operations on the agenda for your business this year? If you answered in the affirmative, you’re in good company. Forgetting about your customers while you focus on process driven efficiency is a mistake that can cost Australian businesses dear. Four in 10 small and medium sized enterprises were adopting …
Medallia’s Experience World Tour took place yesterday at the Sydney Opera House, where the company unveiled its vision for the future of CX and AI. Set against the striking backdrop of the harbour, the event brought together partners, customers, and international speakers.It was an opportunity for Medallia to make some preliminary announcements about their product …
A competitive interest rate has always been key to winning business in the hotly contested savings space, and never more so than in today’s times, when cash strapped consumers are grappling with a long running cost of living crisis. While the stress may have begun to ease a touch of late, cost of living pressure …
Directing customers to digital support channels has long been a goal, but Agentic AI offers a way to make the experience more personable and seamless. For a long time, customers have come to expect personalisation of services and support – to a level that reflects an understanding of who they are, their communication preferences, the …
The customer journey is rarely linear. Customers engage with businesses across a multitude of channels creating a complex web of touchpoints that can happen in any order. In the past, deciphering these intricate paths was an intensive process. However, the advent of Artificial Intelligence (AI) is ushering in a new era of precision, efficiency, and …
Today, prioritising customer experience (CX) isn’t optional-it’s essential. Yet, many businesses still struggle with outdated, disconnected contact centres-often seen as cost centres rather than strategic assets for customer service. These frontline teams remain attached to outdated ways of working, hampered by inefficiencies and reactive problem-solving rather than proactive management. That’s about to change. AI-driven automation …
Anytime Fitness’s vision for “one million healthier lives” guides their innovative marketing, retention strategies, and unwavering focus on empowering individuals through mind, body, and community. I recently sat down with Caitlin Bancroft, Group Chief Brand & Marketing Officer for Anytime Fitness, to explore how Australia’s largest gym network is inspiring healthier lives. From championing inclusivity …