We’re targeting you – personalisation vs segmentation

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Please shareMost people would agree with the statement: personalisation is one of the most important aspects of creating a great customer experience. The challenge lies in the question: who are we actually trying to personalise for? All too often personalisation is confused with segmentation and vice versa. Personalisation refers to an organisation’s ability to adapt …

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Customer Experience Technology Trends for 2018

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Please shareTechnological innovation and digital disruption are dramatically reshaping the way brands are interacting with customers. Terms such as AI, chatbots, machine learning, AR, VR and a host of others have emerged to refer to the different technologies organisations are using to improve the customer experience. We take a look at some of the key …

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Helping your customers to succeed

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Please shareEnsuring your customers receive maximum value and enjoyment out of the products you sell them will enhance their overall experience and loyalty to your brand. The term ‘Customer Success’ has emerged to cover a range of strategies and management practices that ensure a customer has success with a brand’s products. Along with ‘Customer Experience’, …

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Has ‘Customer Experience’ become meaningless?

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Please shareThe term ‘customer experience’ is now ubiquitous and used in so many different contexts that it means everything yet nothing at the same time. The term has become useless in describing a particular thing, action, strategy, or whatever. Can this term that is being touted across every boardroom in Australia, be rescued from sinking …

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Reshaping the customer experience with Augmented Reality (AR)

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Please shareThe emergence of AR (Augmented reality) promises to revolutionise the customer experience by offering immersive experiences for both consumers and employees. Many do question, however, what is the actual potential of this technology? And how can organisations implement it into their operations and for what purposes? Juniper Research predicts Augmented Reality (AR) will grow …

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The challenge of creating a ‘Customer first’ culture

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Please shareAlmost all organisations say that their customers come first. In reality, most business processes and organisational structures are built around the management and operational needs of the organisation. Building a “customer first” culture is one of the top CX challenges facing organisations today. Yet many flounder when trying to make the necessary changes. When …

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Most companies fail to connect “Voice of the Customer” with real business goals

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Please shareTo compete on customer experience organisations need to understand the type of experiences they are currently creating. To gain greater understanding of how customers view the experiences companies provide, Voice of the Customer (VoC) programs have become increasingly popular. Yet few organisations are able to use the insights gleaned to drive improvements. How many …

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Some great Aussie CX innovations may take the world by storm

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Please shareIn recent years a number of unique CX innovations have been produced in Australia. Almost all are being developed by small companies led by passionate entrepreneurs trying to solve a customer experience problem that has frustrated them for years. Our local innovations are impressive but many lack the necessary capital and marketing clout for …

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How Service NSW led the way to customer-centric government

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Please shareMark Atterby talks to Steve Griffin the architect behind Service NSW, by far the largest and most successful digital transformation / CX project in government. Steve explains how Service NSW overcame the challenges to create a one-stop-shop for government services. In March 2011 the O’Farrell Government was elected in NSW with a key election …

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Business leaders fail to own the customer experience

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Please shareFew 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 …

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