How to bridge the CX gap during a crisis
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 …
Making things easier for customers can reduce costs for the business
Jim Katzman, Principal, CX Strategy & Enablement at InMoment Measuring a customer experience (CX) program’s business value can take many forms. However, we’re seeing more of these programs zero in …
Finding the right balance between human and digital interactions
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 …
Respecting individual differences – Employee Experience (EX) post Covid
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 …
Three common and enormous mistakes companies make with Customer Experience (CX) programs
This article was originally published on Gartner’s blog. Published on CXFocus with permission. Many companies have embraced the concept of customer experience (CX), but relatively few organisations have achieved mature, …
Why is IoB (Internet of Behaviours) important for Customer Experience?
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 …
Australian Consumers blacklist retailers after bad online shopping experiences
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 …
Experimentation, the vital ingredient for great digital experiences
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 …
How much do your customers trust you?
Trust is a critical component in the evolution of CX, particularly in a world and consumer landscape ravaged by the impact of COVID 19. Without trust, it’s almost impossible to …
Volkswagen’s CX success shifts into top gear
Volkswagen Group Australia’s obsession with improving the customer experience and making life easier for customers, has placed the company in the top spot for brand loyalty in the Australian automotive …