Research tells us that most companies who spend more time listening and responding to customer feedback grow faster than companies that don’t. However, drawing a line to connect actions based on customer feedback to financial performance is a significant challenge. In the broadest sense CX data refers to data and information an organisation collects about …
In her role as Head of Customer Experience for FairVine Super, Rachel Hamlen believes it is vital to have a growth mindset and to always be prepared to learn something new. She says, “As soon as you stop learning you stop growing, you become a dinosaur. Rather than saying I can’t do that, I don’t …
How do the basic principles of customer experience stand-up when consumers and employees are going through a period of crisis? Will brands who excel at it have a better chance of survival than those that don’t? In Australia and across the globe, people are extremely anxious as the spread of Covid 19 escalates. They’re worried …
CX executives need to maintain a delicate balancing act between various and often competing priorities. They need to make critical decisions about their customers, their customer needs and which projects to initiate to address those needs. To make those decisions they need to ask some very difficult questions. In their CX and CRM primer, Gartner …
Emma Cornwell, Chief Customer Officer for the myHomecare Group, is passionate about creating value and seamless communication channels for customers. Commencing her career in sales, in the automotive and publishing industries, Emma has worked for a number of organisations across a range of industries. She reflects, “Later I started a position at the NRMA, then …
Applying AI (Artificial Intelligence) and ML (Machine Learning) to customer and marketing analytics has the potential to drive substantial value and benefits. Yet the success of applying these sophisticated tools, so far, has been somewhat mixed. The gulf between those companies who have been successful to those who have been disappointed in the results is …
Modern and disruptive technologies that are set to speed up automation and reduce headcount aren’t a new revelation. We frequently hear concerns that artificial intelligence (AI) and robotic process automations (RPA) will come at the cost of jobs, whilst leaving customers without access to real people to help solve their problems. But despite this fear, …
As companies pour resources into CX projects and initiatives they want to know the success of their efforts. The use of NPS (Net Promoter Score), CES (Customer Effort Score) and CSAT (Customer Satisfaction) to measure CX have come to dominate. Many business leaders, however, have come to question this over reliance on these metrics and …
When it comes to hiring temporary or casual customer service staff, companies often face a difficult balancing act in terms of speed of hire versus quality of hire. Unfortunately, the hiring methods that many organisations use are slow, expensive and deliver inconsistent results. Weploy, a Melbourne based startup, aims to eradicate the inefficiencies inherent in …
Port Macquarie Koala Hospital started its donation page after 350 koalas perished in the devastating bush fires in Australia. Initially, the hospital hoped to raise $25,000 to be spent on building wildlife drinking stations. Still, in less than a month, the amount has surpassed the goal by a mile, raising a staggering 2 million dollars, …