Are you ready for the AI tsunami?
Due to the success of ChatGPT and the media coverage it’s received, AI is currently receiving a lot of attention. This is starting to generate a tsunami of new AI …
How a CDP can help a business improve data privacy
In an era of rampant data breaches and privacy scandals, it’s little wonder that consumers are growing increasingly wary of the way their personal information is being collected and used. …
Bridging the Say-Do Gap. Interview with Allison Dorogoj from Simply Energy
Simply Energy is an energy retailer with over 700,000 commercial and residential customers across Australia. Allison Dorogoj is Head of Customer Experience and Sales at Simply Energy. Mark Atterby, CXFocus …
APAC business leaders have the chance to lead the global digital economy
If the past three years taught us anything, it is that if you can’t unlock customer preferences and create value for them, your digital experiences will not hit the mark. …
People want to do good in the world. Interview with Elisa Iurato from World Vision
World Vision Australia is a humanitarian aid and development organisation that aims to elevate children and the communities they are part of out of poverty. People can donate to the …
Using big data to uncover the invisible
For many Australian businesses, harnessing data is the key to anticipating customer needs and market shifts, uncovering hidden trends and having the intelligence to know when to develop new products …
The Future of Customer Experience: Where it’s heading in the next five years
Amazon founder Jeff Bezos once famously said: “we see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every …
Understanding customers as individual humans. Interview with Alex Genov from Zappos
Zappos.com is an American online shoe and clothing retailer owned by Amazon. Zappos employs over 1500 people and generates over $US 2 billion in revenue per annum. Alex Genov is …
Can a loyalty program empower your CX strategy and vision?
Finding new ways to engage with customers and build long-term loyalty is central to the CX strategy of most businesses. A loyalty program that includes experiential rewards rather than a …
From customer to promoter – Understanding the true value of Customer Success Management (CSM)
CSM can become a game-changing strategy that turns customers into strong promoters. And yet, it is sometimes still shrouded in confusion and misconception, with businesses failing to see its strategic …