BAU vs Innovation: The biggest CX challenge
Most enterprises understand what they need to do in terms of CX and their digital strategy. They appreciate the need to be agile, innovative, and to engage employees as well …
Australian startup unlocks the value of online volunteering
Vollie is an online volunteering platform, allowing not-for-profits and charities to connect with qualified professionals and students for skills based volunteering. Founded in 2016 and launched in 2017, Vollie has …
Who wants to be a Chief Customer Officer?
Chief Customer Officers (or roles with similar titles and responsibilities) are being appointed in ever increasing numbers to boards across Australia and overseas. This reflects the increased effort and importance …
There’s no such thing as Customer or Employee Loyalty
I remember being devastated when I learnt that Santa Claus and the Easter Bunny weren’t real…but as reality set in, I was embarrassed that I’d let myself get fooled for …
Innovation is useless. Unless it creates value.
Innovation and developing disruptive strategies dominate business discussions these days. The reason ‘why’ is clear. The ‘how-to’ is not. Indeed, it’s risky business getting it wrong. Rather than creating value …
Reaping the rewards from your account-based strategy
In a previous blog, we discussed the key components to successfully implement an account based strategy. From there, we talked about the connection points between ABM and ABS. In a …
Why SEO can harm your customer experience!
In the pursuit of Google rankings the customer experience is often neglected. Most people are aware that certain SEO practices will do more harm than good. However, even legitimate SEO …
Creating a seamless employee experience
Employees and management, from their experiences as consumers, are expecting greater service and easy access to information within their organisation. It’s about viewing the HR department as a service provider …
Look who’s getting married – Outsourcing Relationships
An outsourcing contract is like a marriage contract. It doesn’t necessarily define the success of the relationship, but it does go a long way in facilitating it. And like a …
Employer Brand-led cultural change
A strong employer brand encourages recruitment of quality talent and builds effective employee engagement and employee retention. Engaged and committed employees are the vital ingredient in creating quality customer experiences. …