Beating Survey Fatigue
Collecting and analysing customer feedback, typically via some form of survey, is at the core of most customer experience initiatives. Survey fatigue, where customers become bored, frustrated or annoyed at …
Yarra Valley Water – Customer Experience Team of the Year 2020
Yarra Valley Water won “Customer Experience Team of the Year” at the Ashton Media Customer Experience Awards 2020. In this interview, Dr Anna Lorenzetto talks about Yarra Valley Water’s CX …
Customer Data Platforms: Does your CX strategy need one?
These days marketing and customer experience are all about data. Having sufficient, accurate data to draw insights from and support critical decisions that help grow the business. Most organisations, however, …
Why is local government investing so much in CX?
Many local councils across Australia have started their CX and digital transformation journeys. They are all at different stages of their journey, have different objectives and have greatly differing requirements …
What every leader needs to know about cyber security – Part II
This article was originally published on managingcx,com. Cyber security affects nearly every touchpoint in a customer’s journey. For example, customers may unwittingly share sensitive information by filling out a form …
Four ways alternative data can be used to extract consumer insights
Information about market trends are everywhere, but by the time conventional media reports, it is usually out of date. The reason is that the most up-to-date insights on consumer trends …
Creating your CX team
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 …
What every leader needs to know about cyber security
Cyber security initiatives are an excellent opportunity for CX teams to deliver even more secure, trusted and enjoyable customer experiences. Greg Bell, the U.S. leader at KPMG Cyber, explains, “In …
Why successful digital transformation depends on understanding the customer journey
Successful digital transformation can prove to be elusive for business leaders who do not have a holistic view of their business and the customer journey. This may prove to particularly …
Serving a community in crisis
Two years ago, the Salvos Stores embarked upon their customer experience journey by deciding to put their customers and the communities they serve at the heart of everything they do. …