Personalisation is one of the most important aspects of creating a great great customer experience. Today’s customers expect a personalised experience when dealing with brands. Highly personalised customer experiences driven by data analytics about current customers are difficult for competitors to imitate. The challenge lies in: who are we actually trying to personalise for? All too often …
The Internet of Things (IoT) continues to transform businesses as developing technology presents benefits to every vertical. From a business standpoint, there are two major forces at play right now. IoT adoption is leading to an increase in data volumes, while advancements in the likes of 5G is leading to increasing network speeds that can …
The COVID-19 pandemic has fundamentally changed the world. While many of the changes posed by this global crisis have never been seen before – others were predictable and perhaps, expected. The alarming pandemic has accelerated the rate of digital transformation in the Australian auto-industry, revolutionising the experience of purchasing and maintaining a new car. With …
The start of the new decade has been challenging to say the least. The stress, anxiety, and uncertainty of events in 2020 have forced a heavy and transformative hand on many industries and business functions, not to mention the customer experience space. During the pandemic, customer experience focused retailers that manage the customer journey all …
Covid-19 was an unexpected turn for the whole world. Right from the businesses to events to day-to-day life, everything came to a halt. Apart from showing how vulnerable and co-dependent our lives are, the Covid-crisis also highlighted the significant areas in the corporate realm that were shrieking for improvements and transitions. One of the major …
Digital Interactions are being considered as the first step towards digital transformation. Also, at present, utilising technology to boost customer experience has gained tremendous value, making it mandatory for brands to incorporate one or more ways of interacting with customers over digital channels. Asking whether we can replace human interaction with digital ones may sound absurd …
In recent years we have seen the range of devices and physical objects connected to the Internet grow exponentially. The information and data collected by IoT (Internet of Things) devices has the potential to generate significant insights into customer behaviour. Collecting and using this data and the technology that allows it to happen, has come …
There are three things that can make or break an online shopping experience for Australian consumers according to recent research. They are slow delivery times, poor protection of personal payment data and a poor returns policy. Those who get these things right, however, can benefit from increased customer loyalty, positive reviews and repeat business. The …
If Australian retailers want to thrive and survive in today’s ecommerce environment, according to recent research, they must embrace digital experimentation to drive changes online and in physical stores. The Pulse Report 2020, produced by consultancy firm New Republique, benchmarks how established organisations are with data-led and customer driven changes. The report shows that in …
These days marketing and customer experience are all about data. Having sufficient, accurate data to draw insights from and support critical decisions that help grow the business. Most organisations, however, have struggled to integrate and leverage their data in a way that’s easy for marketing to use. Are Customer Data Platforms (CDPs) the answer? Similar …