Letting the machines take control
The decisions being made by AI algorithms and machine learning are having an increasing impact on our lives, our jobs and our businesses. AI promises exciting possibilities for a wide …
CX Leadership Profile: Caroline Maillols, head of customer experience, MedicalDirector
Two years ago Caroline Maillols was appointed by MedicalDirector, a leading provider of healthcare and practice management software, to take charge of their CX and digital transformation strategy. Caroline’s job …
Most customers don’t complain – they just leave
Only 5% of customers with a problem will contact your organisation. The rest will just leave. Customer churn prediction based purely on analysing data from the contact centre or from …
How does it feel? Understanding your customers’ emotions
Most brands understand that purchasing decisions are based more on how people feel rather than logic. According to Forrester, a customer’s emotional reaction to an experience impacts loyalty greater than …
Avoiding the most common customer persona pitfalls
Buyer or customer personas are a great tool to develop a profound understanding of your customers and the factors that influence their buying decisions. Personas are essential in creating engaging …
Don’t poke the bear! Why many executives are afraid of talking to customers
In terms of customer service, most companies tend to be reactive. This tendency stems from fear. Many executives I’ve met have demonstrated fear when it comes to proactively contacting customers. …
Don’t forget the EX in pursuit of the CX
Giving employees collaboration tools via the cloud and unified communications (UC) to create better customer experiences (among other critical objectives) is smart business … and Australian business leaders know it. …
Strong sales growth for CEM and CRM applications
Worldwide spending on CEM and CRM applications grew 15.6% to reach $48.2 billion in 2018, according to research from Gartner. Worldwide enterprise application software revenue totalled more than $193.6 billion …
Future of self-service is customer-led automation
To cope with the avalanche of digital information and activities, customers — like organisations — are increasingly turning to automation. There’s a lot of discussion about how enterprises continue to …
Why CX is stagnating
CX transformation projects can take years and cost millions of dollars. Though the potential benefits are enormous, CEOs can come under immense pressure to justify the costs. According to the …