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 was an engineering-based organisation with a focus on compliance. A few years ago, they decided to also become an organisation devoted to engaging and empowering …
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 need to adapt their ‘customer experience’ strategies in line with sweeping changes to the talent marketplace. Their future may depend on it. Different generations have …
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 when they signed up, which may be something as simple as answering the phone in less than 5 minutes. Customer Experience (CX), User Experience (UX), …
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 and collaboration, solves intractable problems and allows us to see new possibilities and opportunities for growth. It’s also fundamental to an organisation’s ability to add …
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 with losses of between 20-25 percent. Unfortunately most business leaders believe there is little they can do to rectify the problem. How much does customer …
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 proposals, Matchboard provides a shortlist of the most suitable providers. We talk to Sharon Melamed Matchboard founder and Suncorp innovator of the Year 2018. Melamed …
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 as customers with the brand. Their challenge lies however, in deciding what resources to allocate to innovation and new strategies vs Business as Usual (BAU) …
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 so far delivered 7000 hours of volunteer work worth over $370,000. Their success has been built on adopting a ‘customer experience’ approach to engaging millennials …
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 organisations place on improving the customer experience. So how does one become a Chief Customer Officer (CCO)? What skills, experience and aptitude are required? What …
I remember being devastated when I learnt that Santa Claus and the Easter Bunny weren’t real…but as reality set in, I was embarrassed that I’d let myself get fooled for so long. It’s taken me a lot longer to come to terms with the reality that there is no such thing as employee loyalty. At …