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.
When organisations think about their most valuable assets, two are always at the top of the list: trust and data. Without trust, customers will simply not buy your product or service. This is why the Harvard Business Review noted, “If you’re selling a product, you’re now selling trust.” A significant element of how trust is …
Airtasker is a Sydney-based Australian company founded in 2011. Their platform connects people in need of assistance with individuals willing to lend a hand. Over 1.5 million jobs and tasks are handled by the platform each year. Airtasker has established itself as a trusted name in Australia. Recently, the company rebranded as it set its …
Digital transformation is the strategic use of technology to reshape business processes, operations, and customer interactions. When effectively implemented, digital transformation can significantly support your CX strategy by providing seamless, personalised, and efficient experiences. However, there are significant challenges to doing this successfully. Jane Tyzack, Founder and Managing Director of Change Playbook, describes the relationship …
In an era defined by fast-paced living and the omnipresence of smartphones, our lives have become a series of micro-moments. These fleeting instances, where people turn to their mobile devices for quick answers or solutions, are shaping the way consumers interact with technology and the brands they do business with. Micro-moments are brief yet critical …
The role of Chief Customer Officer (CCO) has evolved to become a crucial component of organisational strategy. CCOs are now at the forefront of driving business growth by championing customer-centric initiatives, fostering brand loyalty, and leveraging data-driven insights. Traditionally, companies were structured with a strong focus on sales, marketing, and product development. While these functions …
With the rapid advance of AI impacting how businesses operate, organisations are starting to appoint heads of AI and Chief AI Officers (CAIO). Let’s dive into the responsibilities of these new roles,and look at what industries are starting to employ them. A CAIO is responsible for formulating and executing an AI strategy aligned with the …
Imagine calling a customer support hotline, and the representative knows your name, understands your previous interactions with the company, and can offer solutions tailored to your specific needs. This level of personalisation is made possible through Knowledge Management (KM). By centralising customer data and interactions, companies can ensure that every touchpoint with a customer is …
Prominent Australian brands like Qantas, Coles and Woolworths have recently faced a storm of criticism with consumers questioning their priorities. While these companies rake in substantial profits, many Australians grapple with the burden of soaring living costs. Do Australian corporations genuinely care about customer experience, or are they more focused on maximising their gains at …
The following article is based on a recent Industry Report, “How great content engages your customers early in their buyer journey”, published by CXFocus. Initiating early engagement with customers serves as a vital strategy for brand awareness and product visibility. When potential customers are aware of your offerings, they are more likely to consider them …
Product development is a complex journey filled with various risks that can pose challenges for businesses. From design flaws and functionality issues to concerns about market viability, these risks can lead to costly delays, unhappy customers, and damage to a company’s reputation. It’s crucial for businesses to understand and tackle these risks head-on to ensure …