The top CX challenges for 2020
Customer experience has become a top priority for most organisations. Yet brands struggle to execute on their CX vision. Changing customer expectations and the impact of digital disruption are constantly …
What consumers want from mobile experiences
Personalisation is key to engaging consumers on mobile devices, according to research from Sinch. Yet most brands are not leveraging the data they need to offer the personalised experiences that …
Aligning customer experience with employee experience
Organisations that understand the link between happy engaged employees and happy engaged customers will exceed in the experience economy. Successful EX (Employee Experience) equals successful CX. Yet these strategies are …
Leading trends for Digital Experience in 2020
Leading trends for Digital Experience in 2020 The range of digital touchpoints available for customers continues to expand. Brands must learn how to create engaging experiences at each touchpoint and …
A single source of CX truth
Customers today are used to self-service experiences and expect instant answers to almost all queries. Some customers do their research before contacting you, others are less prepared but still expect …
Top 3 tips to make your brand more relevant to customers
In the past a brand’s reputation and success was built on the quality of its products and its ability to communicate its marketing message to a mass audience. These days …
The contact centre agent of the future
Technology is dramatically reshaping the role of the contact centre and the tasks performed by contact centre agents. What will the contact centre of tomorrow look like? And what will …
Helping to build better lives with customer centricity – Australian Red Cross
In the last 2 years, Australian Red Cross has redefined itself by becoming a customer centric organisation. Katrina Harrison, their Head of Customer Experience, explains the journey the organisation has …
Closing the Customer Experience Gap
In the experience economy, great products and services are no longer enough to keep customers loyal. Best-run businesses know that feelings matter and brands live or die by the experiences …
Keep your CX roadmap relevant or risk going off track
Customer experience (CX) quality languished for the third year in a row, according to Forresters CX index from 2018. With firms failing to perform the core CX management activities and …