Why CX is stagnating
CX transformation projects can take years and cost millions of dollars. Though the potential benefits are enormous, CEOs can come under immense pressure to justify the costs. According to the …
Category: Features
Digital workers on the frontline of customer experience
When you interact with a company’s customer service, would you rather the person you’re dealing with help with your inquiry, or spend time fumbling with systems and tasks? If you’re …
Making accessibility part of your digital DNA
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 …
How AI can make you smarter!
AI (Artificial Intelligence) is currently reshaping the customer experience. It is being used in a range of contexts to provide intelligent, convenient and informed customer service. AI’s biggest opportunity, however, …
The Never Ending Quest for Talent
You might have the right CX strategy, the right products and services, the right technology and infrastructure yet without the right people your future will be uncertain at best. Organisations …
Innovation is useless. Unless it creates value.
Innovation and developing disruptive strategies dominate business discussions these days. The reason ‘why’ is clear. The ‘how-to’ is not. Indeed, it’s risky business getting it wrong. Rather than creating value …
Look who’s getting married – Outsourcing Relationships
An outsourcing contract is like a marriage contract. It doesn’t necessarily define the success of the relationship, but it does go a long way in facilitating it. And like a …
Employer Brand-led cultural change
A strong employer brand encourages recruitment of quality talent and builds effective employee engagement and employee retention. Engaged and committed employees are the vital ingredient in creating quality customer experiences. …
Why do ‘customer experience’ programmes fail?
Many business leaders look to use CX programmes to strategically improve operations – companies are investing more today than ever before on customer service and customer experience. But why are …
Protecting customer data is good business
In the past good security practices were low on an organisation’s list of priorities. Recent scandals and revelations concerning cyber-crime have made data security and privacy a top priority for …