If the past three years taught us anything, it is that if you can’t unlock customer preferences and create value for them, your digital experiences will not hit the mark. …
World Vision Australia is a humanitarian aid and development organisation that aims to elevate children and the communities they are part of out of poverty. People can donate to the …
For many Australian businesses, harnessing data is the key to anticipating customer needs and market shifts, uncovering hidden trends and having the intelligence to know when to develop new products …
Amazon founder Jeff Bezos once famously said: “we see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every …
Zappos.com is an American online shoe and clothing retailer owned by Amazon. Zappos employs over 1500 people and generates over $US 2 billion in revenue per annum. Alex Genov is …
Finding new ways to engage with customers and build long-term loyalty is central to the CX strategy of most businesses. A loyalty program that includes experiential rewards rather than a …
CSM can become a game-changing strategy that turns customers into strong promoters. And yet, it is sometimes still shrouded in confusion and misconception, with businesses failing to see its strategic …
Rania Wannous, the Chief Customer Officer at the New South Wales Telco Authority, leads the customer experience, partnerships, communications and stakeholder engagement functions at the authority. As customer advocate, Rania …
The BPO industry emerged and grew over the 80s, 90’s and 2000s primarily as a means for organisations to reduce costs through labour arbitrage. Contact centres and customer service were …
Australian businesses are starting to get the message when it comes to ‘customer experience’. Delivering consistently outstanding CX calls for ongoing, company-wide commitment and collaboration. Having passed the point of …