As Head of Digital at Primo Foods / JBS, Renaud Frisé fully embraces the need to accept the constantly changing nature of things. Primo Foods is the largest producer of ham, bacon and smallgoods in Australia. Primo Foods is part of the JBS Group of global companies. Renaud is responsible for all things digital at …
In 1978 Douglas Adams wrote about the ‘Babel fish’ in his comic Sci Fi novel The Hitchhiker’s Guide to The Galaxy. By placing the Babel fish in their ear, a person can translate every known language in the universe. Jeeves.Plus, an enterprising Australian start-up, is turning the fictional fish into a practical reality. Launched in …
With rising consumer expectations and expanding fulfillment options, the Australian and New Zealand retail markets are undergoing rapid change and becoming increasingly complex. As a result, retailers are finding that they quickly need to adopt new technology solutions that help meet the consumer demand for a seamless and more personalised shopping experience today and into …
Customers and employees want to engage with brands that are honest and transparent. Trust is a critical differentiator that can catapult an organisation above its competitors. Trust, unfortunately, is not prioritised by most organisations Brand trust creates loyalty and advocacy, not just between brands and customers, but also between employees and managers within an organisation. …
We live in an age where experience dictates loyalty. Whether an experience is a good one or a bad one depends on the amount of friction involved with an interaction between a customer and the brand. The greater the friction, the poorer the experience will be. Removing the friction and the seams from the customer …
The success of many customer experience projects has been limited due to a range of very complex challenges and problems. “Design thinking”, with its capacity to harness the creativity and experiences of numerous stakeholders, promises a panacea for these problems. Over the last few decades design thinking has emerged as a framework for solving complex …
Customer experience has become a top priority for most organisations. Yet brands struggle to execute on their CX vision. Changing customer expectations and the impact of digital disruption are constantly rewriting the ground rules companies need to work by. In 2020 new trends will emerge adding to the list of existing challenges that are thwarting …
Personalisation is key to engaging consumers on mobile devices, according to research from Sinch. Yet most brands are not leveraging the data they need to offer the personalised experiences that customers want. The year 2020 is predicted to be the year of hyper-personalised CX. Fundamental to driving success in offering highly personalised experiences is the …
Organisations that understand the link between happy engaged employees and happy engaged customers will exceed in the experience economy. Successful EX (Employee Experience) equals successful CX. Yet these strategies are often not aligned to the detriment of both employees and customers. Research from the XM Institute highlights how organisations that are CX leaders consistently demonstrate …
Leading trends for Digital Experience in 2020 The range of digital touchpoints available for customers continues to expand. Brands must learn how to create engaging experiences at each touchpoint and combine these touchpoints into a compelling and cohesive experience of the brand. Gartner has just released a report that highlights the leading trends for 2020 …