In recent years a number of unique CX innovations have been produced in Australia. Almost all are being developed by small companies led by passionate entrepreneurs trying to solve a …
Mark Atterby talks to Steve Griffin the architect behind Service NSW, by far the largest and most successful digital transformation / CX project in government. Steve explains how Service NSW …
Few organisations, according to a recent report from Altimeter, have a coherent method for aligning customer experience with business strategy. This misalignment is impacting the decisions and investments business leaders …
The insights gleaned from analysing customer data feeds the design process for creating better customer experiences. Most organisations realise the importance of these insights to improve customer loyalty, reduce costs …
Creating an exceptional customer experience requires a pro-active and forward looking approach. Even if you are quick to respond and resolve issues once they are raised, being reactive will inhibit …
Your website is often the first experience a customer has of your organisation. A negative experience will tarnish future interactions, driving potential customers into the arms of your competitors. On …
Margot Cairnes interviews Caltex chairman Greig Gailey about the massive changes taking place at Caltex as the world moves to the mass adoption of electric cars. Last year Greig Gailey …
We are starting to see AI (Artificial Intelligence) being deployed in ‘every day’ situations. It’s potential to reshape the way consumers interact with brands, for the benefit of both, presents …
A major security breach or cyber-attack can ruin the experience customers have with a brand. Failure to act decisively when customer’ interests or the security of their information is threatened, …
Margot Cairnes talks to Steve Austen about how focusing on customer experience and customer centric design helped Inloop to become one of the fastest growing start-ups in Australia. They have …