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 are making to improve the customer experience. It also limits their understanding of how CX can contribute to tangible business goals and the overall strategy …
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 and generate sales. Yet the challenge remains – how do brands turn the vast amounts of customer data they collect into actionable insights? Different departments …
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 ability to stand out in the eyes of your customers. What was exceptional service yesterday is now the standard. All your competitors do it …
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 the other hand, a positive web experience will encourage greater engagement – converting website visitors into paying customers. A substandard web experience stems from placing …
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 took the Caltex Board to Silicon Valley so they could be well versed on digital disruption and what to expect in the future. It is …
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 series of significant opportunities as well as challenges. The latest advances in automation, software and robotics are allowing computers to do things we never …
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, can be extremely costly. Yet, over half of all CEOs believe their organisations are unprepared and vulnerable to a variety of threats. Recent cyber attacks, …
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 won several business growth awards including the BRW Fast100 in 2013 and 2014. Steve co-founded financial technology company InLoop in 2005. The company provides payment …
In recent years we have seen the Internet of Things (IoT) move from the drawing board to become an emerging reality. It’s predicted IoT will radically redefine the relationship we have with the products we buy and the brands that make them. For brands, It will be about creating better customer experiences. Shortly, we wil …
Essential to creating a disruptive culture is to promote and cultivate independent thinkers. Companies that thrive in times of radical disruption drastically reinvent themselves by: Clearly seeing the changing environment Openly discussing the implications of disruption Embracing (inventing and adopting) new ideas Employing new blood (and listening to them and all stakeholders) Not falling victim …