Digital transformation is no longer a futuristic concept; it’s a present-day necessity for businesses looking to thrive in the digital age. At the heart of this transformation lies the customer experience (CX). By leveraging the right technologies, businesses can create seamless, personalised, and engaging experiences that drive customer loyalty and growth.
The success of many customer experience projects has been limited due to a range of very complex challenges and problems. “Design thinking”, with its capacity to harness the creativity and …
Personalisation is key to engaging consumers on mobile devices, according to research from Sinch. Yet most brands are not leveraging the data they need to offer the personalised experiences that …
Leading trends for Digital Experience in 2020 The range of digital touchpoints available for customers continues to expand. Brands must learn how to create engaging experiences at each touchpoint and …
Technology is dramatically reshaping the role of the contact centre and the tasks performed by contact centre agents. What will the contact centre of tomorrow look like? And what will …
The decisions being made by AI algorithms and machine learning are having an increasing impact on our lives, our jobs and our businesses. AI promises exciting possibilities for a wide …
Two years ago Caroline Maillols was appointed by MedicalDirector, a leading provider of healthcare and practice management software, to take charge of their CX and digital transformation strategy. Caroline’s job …
To cope with the avalanche of digital information and activities, customers — like organisations — are increasingly turning to automation. There’s a lot of discussion about how enterprises continue to …
Over 20% of the world’s population has a disability, that’s one in five individuals. The combined Australian spending power of people with disabilities is AU$54million a year. Combine this with …
Customer expectations are outstripping the capabilities of companies to meet them. The problem, according to a range of recent research and opinion, is the lack of investment in digital business models that enhance operational capabilities while creating value for customers. Companies that don’t fully embrace digital transformation will be fighting an uphill battle to keep customers satisfied.
Research from Forrester shows that most CX initiatives were stalled in 2018. The outlook for 2019 maybe worse. Organisations are faltering in terms of improving CX quality. Forrester predicts in …