The role of Chief Customer Officer (CCO) has evolved to become a crucial component of organisational strategy. CCOs are now at the forefront of driving business growth by championing customer-centric initiatives, fostering brand loyalty, and leveraging data-driven insights. Traditionally, companies were structured with a strong focus on sales, marketing, and product development. While these functions …
There is no doubt that the COVID-19 pandemic, which paused the world in 2020, is still affecting a lot of people. Apart from the adjustments that workers were forced to make, a large number of professionals either lost their jobs or were asked to work from home. The workers that were made to work from …
In the wake of the COVID-19 pandemic businesses are increasingly prioritising customer experience over product and pricing as a means to differentiate their brand. As a result, customer experience skills and competencies are in high demand across most if not all industry sectors in Australia. Jobs with customer experience in the title are proliferating across …
The impact of COVID has made most organisations re-evaluate how they manage their employees. In response to lock down restrictions and the need to keep people safe companies had to move quickly, which meant mistakes were made but many positive lessons for the future were also learnt. The most important is likely to be the …
To have a successful CX team means bringing onboard and engaging the right people in the right roles. Who exactly those right people are, will depend on the organisation, where the team sits under the organisation’s structure and how broadly you scope the function and responsibilities of the CX team. The CX team for a …
Most Australian employees expect things to improve in their workplaces as a direct result of changes being made by employers and their response to the COVID-19 pandemic. They expect to see more flexible work schedules, greater focus on hygiene and for employers to take greater notice of employee feedback. Will Australian employers live up to …
Throughout the COVID-19 pandemic, customer support teams have been on the front line, contending with increased ticket volumes at the same time as having to adapt to changing circumstances and shifting customers’ needs and expectations. With the complexities of remote working added to the mix, it has been a highly pressured time. In these circumstances, …
Most executives will readily say ‘our people’ are vital to the success of the business. Yet so many Australian organisations have inadequate employee engagement strategies in place. The coronavirus pandemic will be a defining moment in most people’s careers. How brands respond in the coming months will have a lasting impact on employee engagement, productivity …
When it comes to hiring temporary or casual customer service staff, companies often face a difficult balancing act in terms of speed of hire versus quality of hire. Unfortunately, the hiring methods that many organisations use are slow, expensive and deliver inconsistent results. Weploy, a Melbourne based startup, aims to eradicate the inefficiencies inherent in …
As Head of Digital at Primo Foods / JBS, Renaud Frisé fully embraces the need to accept the constantly changing nature of things. Primo Foods is the largest producer of ham, bacon and smallgoods in Australia. Primo Foods is part of the JBS Group of global companies. Renaud is responsible for all things digital at …