Investing in technology: Fad or future?
One of the biggest challenges for any organisation today is knowing what technology to invest in. After people, technology is the biggest investment an organisation can make. With new technology …
What makes ABM (Account-based Marketing) so compelling?
Account-based marketing (ABM) has been the hottest topic in B2B marketing for the past few years. According to 2017 research from SiriusDecisions, 62% of B2B companies now have an ABM …
Competing in the experience economy
At the heart of the customer experience is the concept that people no longer buy products or services. They are, in fact, looking for outcomes and experiences. The brands they …
Protecting customer data is good business
In the past good security practices were low on an organisation’s list of priorities. Recent scandals and revelations concerning cyber-crime have made data security and privacy a top priority for …
Bridging the Customer Experience Gap
There is often a large gap between what company executives believe the custom experience to be and what customers actually perceive it to be. There is always going to be …
Are contact centres measuring the ‘right’ things?
Measurement has always been important to the contact centre industry and over the last 15 years the way we measure and what we measure has evolved and matured. In the …
VR and AR pose more questions than answers
Most companies are struggling to see viable uses of Virtual Reality (VR) and Augmented Reality (AR) within their business. According to new research from Prophet, VR and AR can pose …
Customer journey maps – From the outside looking in
Do your customer journey maps truly represent your customer’s experience or your own assumptions on what your customer’s experience? For journey maps to be effective, brands need to deploy in …
Brendan Donoghue to lead UniSuper’s customer experience team
Recognising the need to provide more effective service to their members and customers, UniSuper has appointed Brendan Donoghue to head of customer experience. UniSuper is a $66 billion super fund …
Better customer experience with niche social media
Social media has played a pivotal role in shaping and redefining the customer experience. We’re all familiar with the mainstream juggernauts of Facebook and Twitter, but there’s a vast array …