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 …
Marketers are now producing more content than ever before. They have their blogs and social media channels pumping out press releases, articles and posts on a weekly, daily and in …
A new report from Boston Retail Group in the US claims that retail customers want highly personalised experiences whether that’s online, via their mobile phone or in the physical outlet. …
It seems common sense that if you let someone down or fail to deliver what you have promised, you need to apologise.