Are your CX initiatives failing?
Research from Forrester shows that most CX initiatives were stalled in 2018. The outlook for 2019 maybe worse. Organisations are faltering in terms of improving CX quality. Forrester predicts in …
Essential Energy powers up its commitment to customers
Essential Energy is one of Australia’s largest electricity distribution networks, supplying power to 95 per cent of New South Wales (NSW) and parts of Southern Queensland. In the past, it …
The Never Ending Quest for Talent
You might have the right CX strategy, the right products and services, the right technology and infrastructure yet without the right people your future will be uncertain at best. Organisations …
How to overcome ‘Shiny iPad Syndrome’
Don’t spend $2million on a new app without knowing what your customer truly wants. Far from a new app, what customers want are for organisations to fulfill the promises they made …
Curiosity, Innovation and the Customer Experience
Curiosity is a basic human instinct. The desire to gain new information and experiences has led to numerous breakthrough discoveries and inventions. If fostered in the workplace it drives innovation …
Customer churn is too painful to ignore
Customer churn is costing business billions per year. In Australia, businesses lose on average between 6-8 percent of their customers each year. Utilities and telecommunications sectors take the biggest beating …
Making matches in cyber heaven
Matchboard is an innovative online platform that connects businesses with the most appropriate suppliers for their needs. Reducing the need to undertake extensive research and evaluation of numerous tenders and …
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 …