The Employee Experience post COVID 19
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 …
How empathy can drive customer support success
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 …
CX Leadership Profile: Lisa Dowie, Chief Customer Officer for PEXA
PEXA is an online property settlement platform used by 150 financial institutions as well as more than 9,000 legal and conveyancing firms across Australia. Lisa Dowie, Chief Customer Officer for …
The post-COVID-19 contact centre
COVID-19 has changed workplaces permanently, and the call centre is no exception. Across Asia, where the technology and security allowed, call centre employees were sent home to work remotely. When …
Turning your company leaders into customer experience superheroes
It’s often said that to succeed, Customer Experience practitioners need a unique blend of resilience, patience and resourcefulness with a good dose of empathy. To fulfil an organisation goal of …
NPS and CSAT do not measure customer happiness
Customer happiness and customer retention are closely intertwined. NPS and CSAT are two of the most important CX metrics we use to assess what customers think about our organisations. Unfortunately, …
Putting customers first means putting employees first
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 …
Stepping out with Customer Journey Analytics (CJA)
The COVID 19 crisis has dramatically changed customer journeys and what brands need to do to analyse and understand them. The traditional tools and methods associated with customer journey mapping …
What to buy when shopping for Customer Experience Management (CEM) technology
Over the last decade numerous technology vendors have hitched their wagons to the term Customer Experience Management (CEM or CXM). As a software or technology category the term is fairly …
Why brands need to be proactive with their customer experience
When was the last time you were really impressed by a brand’s customer service team? Was it because they resolved a problem quickly or was it because they do something …