Customers demand convenience
A new study by CX Network has identified convenience as the paramount customer behaviour shaping the strategies of customer experience (CX) professionals in 2024. This dramatic shift, up from fourth …
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.
LLMs use online reviews to guide consumers to potential businesses
I still remember the look of confusion on my grandfather’s face as I located a tire shop and booked a tire change for him using the computer, despite him asking …
Why focusing on customer effort is the key to maximising AI and automation in CX
In 2013, customer experience innovator Matthew Dixon authored a book that forever changed the way contact center leaders look at customer service. In his book, The Effortless Experience, Dixon argued …
Qualtrics invests in AI and its ability to transform the future of CX
At its X4 event In Sydney last week, Qualtrics revealed its vision and roadmap for the future development of its products. That vision firmly embraces AI and the capabilities it …
Five ways banks can upgrade customer service offerings
Can you recall the last time you interacted with a bank teller? Chances are it’s been a while since most financial transactions are now completed digitally or via self-service channels. …
A career dedicated to customer experience – Interview with Rebecca Burns
For 15 years, Rebecca Burns, General Manager, Support at MYOB, has demonstrated her passion for customer experience (CX) and success. Throughout her career in customer success and project management, she …
Customers don’t think in terms of channels: They want seamless journeys
For years, omnichannel customer experience (CX) has been the holy grail. But the way customers interact with businesses is changing. They don’t think in terms of channels – website, app, …
Prioritising empathy and human experience in a world built on technology – Interview with David Stone
It’s easy to get caught up in the efficiency and automation that technology offers. But what about the human element? How do we ensure that empathy and a positive human …
THE ICONIC is the most loved retail brand in Australia, according to a report from Power Retail
THE ICONIC is Australia’s most loved retail brand, according to the inaugural Most Loved Retailers Report produced by Power Retail. Power Retail’s Head of Data, David Fear, comments, “THE ICONIC …
Stop guessing, start growing – leveraging customer insights for success
Customer insights provide the in-depth understanding of your target audience’s needs, wants, behaviours, and pain points. They are the golden nuggets of information businesses can use to propel growth. Generating …