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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Is keeping the customer satisfied an urgent imperative for your business this year? If it’s not, it should be, given the prevailing mood of under-pressure Australians who continue to contend with a tough set of economic conditions. Consumer stress is on the rise again, with many folk wary about what the upcoming year has in …
Third-party cookies have long been a contentious subject. Since legal requirements were introduced requiring websites that collect cookies to display pop-ups, marketers have been searching for ways to account for the shortfall in conversions and ad revenue from users opting out. With Australia’s new Privacy Reform underway, best practices for collecting, unifying, and using personal …
The fight for customer loyalty has shifted to a new arena – the realm of artificial intelligence. Customers are becoming accustomed to the speed, efficiency, and personalisation that AI-powered solutions can deliver. They expect seamless interactions, instant answers, and proactive support. Commenting on findings from Zendesk’s seventh annual CX Trends report, Kellie Hackney, Regional Vice …
Hyper-personalisation, the delivery of uniquely tailored experiences that address the individual needs and preferences of each customer, is no longer a futuristic concept. It’s rapidly becoming a reality, driven by the power of artificial intelligence (AI). As organisations move beyond cautious exploration and fully embrace AI, hyper-personalisation will become a key objective. AI and hyper-personalisation …
Is boosting customer satisfaction and loyalty a top-of-agenda item for your business in the new year? If you answered in the affirmative, join the club. In recent years, Australian business leaders and decision makers have become alive to the fact that a quality offering is no longer enough to attract and retain a loyal customer …
2023 was what we could call generative AI’s “wow!” moment. It opened the doors of plenty of new use cases for AI, and made the technology readily available to literally everyone. 2024 has been the year for understanding the power genAI could add to business and specific tasks, but also showed the limits of the technology. …
As technology revolutionises the ability to personalise omnichannel experiences, the days of one-size-fits-all approaches are long gone. Brands now recognise the importance of influencing customer journeys in real time, dynamically shaping each interaction to meet, if not exceed, individual wants and needs at every touchpoint. This however, is easier said than done. To gain deeper insights …
Contact Energy in New Zealand has passed significant milestones on its path to becoming a customer-centric organisation. Their achievement has been acknowledged with their recent wins in 2022 and 2023 CX Awards organised by Ashton Media. Mark Atterby from CXFocus talks to Claire Raeburn, Digital Transformation Practice Lead at Contact Energy in New Zealand, about …
Pernod Ricard Winemakers, a global leader in wines and spirits, underwent a significant shift in its marketing and customer experience (CX) strategy. Instead of focusing their messaging on the product itself, they reorientated their focus on understanding their customer’s journey and what their products meant in the broader context of their customers’ lives. In this …
Despite the significant investment in collecting and analysing customer data, many organisations struggle to effectively utilise the insights they gather. Simply gathering and analysing customer data isn’t enough. The true power lies in effectively distributing and acting on these insights across the organisation, particularly at the frontline. Equipping frontline employees with the insights, tools, and …