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 …
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, …
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 …
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 …
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 …
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 …
For many customer support teams, volume has skyrocketed over the past few weeks, making it harder to answer questions at scale. And though automation has always been an incredibly useful …
In the wake of the changes wrought by the COVID crisis and social distancing measures such as working from home, maintaining positive employee experience is more important than ever. A …
Staying in touch with what customers and employees are saying about their experiences with brands has never been more important than now. The pandemic and need for social distance is …
In 2003 there were fewer than 30 CCOs in the world. By 2010 there were 450 executives worldwide with the title. Now there’s 10s of 1000s scattered across the globe …