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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When thinking about customer experience (CX), the mind turns first to how interfaces and interactions relate to paying customers. But businesses can’t serve those customers unless their internal customers – employees, partners, and contractors – have the tools they need to deliver what the business promises. The pressure to deliver on CX is acute among …
The CX Awards, organised by Ashton Media, have been celebrating and recognising outstanding achievements in customer experience (CX) for the past seven years. Ashton has announced the finalists for the 2025, where the winners will be announced at the awards ceremony, March 6, 2025. The primary goal of these awards is to honour and acknowledge …
Australia and New Zealand are no strangers to digital disruption. With pioneers like Afterpay, Xero and Humanitix setting the standard, organisations across all sectors – including banking – face a new reality: customers now expect the same frictionless, intuitive experiences across all their interactions. Falling short isn’t just a misstep—it’s a fast track to losing …
The role of the Chief Customer Officer (CCO) has evolved significantly in recent years, transitioning from a tactical function to a strategic leadership position. CXFocus interviews Michael Dart, the Chief Customer Officer for Energy Queensland about what it takes to be a successful Chief Customer Officer and being at the forefront of driving customer-centricity across …
Peak season offers retailers an opportunity to not only increase sales but also cultivate lasting customer relationships. Balancing the need for short-term sales while building long-term loyalty is a significant challenge for most, if not all, retailers. To maximise the short-term and long-term potential of seasonal customers, retailers must focus on optimising the customer experience …
For B2B companies and B2C companies alike, the common denominator to delivering a superior customer experience is data, and more specifically, how good a company is at leveraging data to shape its CX. In fact, as critical as CX is to the success of an organization — “Experience is everything,” according PwC — data is …
In today’s competitive landscape, demonstrating the ROI and business impact of CX initiatives is crucial. But it can be challenging to quantify the impact of customer experience on the bottom line. A lot CX initiatives may have long-term benefits that are difficult to quantify in the short term. This can make it challenging to demonstrate …
For organisations catering to the general public with on-site experiences in cultural institutions, shopping precincts, and other tourist attractions, integrating the physical and digital is becoming essential as customer needs and expectations evolve. An acceleration of digital adoption The pandemic accelerated the shift from physical offline experiences towards digital-first interactions. Retail saw an increase in …
For any organisation, the reality is that customers expect seamless, personalised, and frictionless interactions across all channels and touchpoints. Shareholders, on the other hand, demand businesses achieve their objectives to maximise value. To succeed in meeting both business objectives and customer expectations, organisations need to unite CX across all aspects of their operations, including teams, …
Mark Atterby, Editor of CXFocus, recently interviewed Ledi Lapaj, Director Customer Experience Bank-al-Etihad, who is the international keynote speaker for the CX Retreat in October. Ledi explains the customer centric journey the bank has been on, highlighting the six pillars of CX transformation that an organisation needs to become customer-centric. Mark Atterby (MA): Can you …