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 …
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 …
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. …
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. …
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 …
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 …
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 …
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 …