Jo Kelly, Chief Customer Officer for Good2Give, explains how great employee experiences create great customer experiences. Good2Give is a digital platform that facilitates charitable giving between corporations and charities. Good2Give’s …
Research tells us that most companies who spend more time listening and responding to customer feedback grow faster than companies that don’t. However, drawing a line to connect actions based …
In her role as Head of Customer Experience for FairVine Super, Rachel Hamlen believes it is vital to have a growth mindset and to always be prepared to learn something …
How do the basic principles of customer experience stand-up when consumers and employees are going through a period of crisis? Will brands who excel at it have a better chance …
CX executives need to maintain a delicate balancing act between various and often competing priorities. They need to make critical decisions about their customers, their customer needs and which projects …
Emma Cornwell, Chief Customer Officer for the myHomecare Group, is passionate about creating value and seamless communication channels for customers. Commencing her career in sales, in the automotive and publishing …
Applying AI (Artificial Intelligence) and ML (Machine Learning) to customer and marketing analytics has the potential to drive substantial value and benefits. Yet the success of applying these sophisticated tools, …
Modern and disruptive technologies that are set to speed up automation and reduce headcount aren’t a new revelation. We frequently hear concerns that artificial intelligence (AI) and robotic process automations …
As companies pour resources into CX projects and initiatives they want to know the success of their efforts. The use of NPS (Net Promoter Score), CES (Customer Effort Score) and …
When it comes to hiring temporary or casual customer service staff, companies often face a difficult balancing act in terms of speed of hire versus quality of hire. Unfortunately, the …