When you interact with a company’s customer service, would you rather the person you’re dealing with help with your inquiry, or spend time fumbling with systems and tasks? If you’re …
As a focus on Customer Experience (CX) in business and media continues its rise in popularity globally, a common question that is often asked – who owns the customer? Particularly …
Over 20% of the world’s population has a disability, that’s one in five individuals. The combined Australian spending power of people with disabilities is AU$54million a year. Combine this with …
Australian retailers are investing in mobile technology to improve instore experiences for customers. According to recent research from VDC Research, commissioned by SOTI inc, 34% of retailers are investing in …
Happy customers are cheaper to service, less price sensitive and less likely to churn. Customer happiness goes beyond customer satisfaction by creating an emotional connection with a brand’s products and …
By analysing employee data, in a similar manner to how they assess sales and marketing data, organisations can significantly improve business performance while reducing recruitment and hiring costs. It’s a …
Customer journey mapping has been an important tool for CX professionals over the years. Journey maps have helped us to understand when and where customers interact with the organisation. They …
Customer expectations are outstripping the capabilities of companies to meet them. The problem, according to a range of recent research and opinion, is the lack of investment in digital business models that enhance operational capabilities while creating value for customers. Companies that don’t fully embrace digital transformation will be fighting an uphill battle to keep customers satisfied.
AI (Artificial Intelligence) is currently reshaping the customer experience. It is being used in a range of contexts to provide intelligent, convenient and informed customer service. AI’s biggest opportunity, however, …
Marketing has stepped up to take a greater role in leading CX initiatives across the enterprise, according to recent research from Salesforce. Though CX encompasses much more than marketing, marketers …