Article by Chanice Henry, article first published by CX Network Ayelet Mendel-Girin, general head of customer experience at Humm Group, discusses the art of emotional engagement when building loyalty winning …
Article by Olivia Powell, article first published by CX Network Founder and CEO of Beyond Philosophy, Colin Shaw, on how to understand the difference between what customers say and what will …
The unexpected or apparently random discovery of a new product, according to recent research, can have a major and positive impact on the customer experience. When customers unexpectedly discover something …
From chatbots to hyper-personalised experiences to better understanding customers, AI and machine learning have been used in a variety of contexts to improve the customer experience. In 2022, the role …
Most organisations store vast amounts of information about their customers in transaction systems such as their billing and CRM systems. They are also constantly surveying customers for their feedback and …
Too many customer experience projects stall because leaders are unable to demonstrate the value these projects create. Connecting specific customer insights to specific tangible benefits for the business is critical …
Nobody likes change. It’s something that we all have to put up with though, given its prevalence in life. Change disrupts everything it touches, throwing your plans into disarray and …
Over the last few years, the role of experience and insights professionals and the associated skills required, has evolved dramatically. Sprout Strategy’s new report, Australian State of Experience & Insights …
A subsidiary of Energy Queensland, Ergon distributes electricity to 746,000 customers across most of Queensland. Ergon manages customers across regional and remote areas of the state, from Cape York in …
Zoom2u was founded in 2014 to provide Australians with a better delivery experience. The pandemic created a massive surge for their service due to the growth in ecommerce and home …