Enhancing CX is a mission-critical mandate for modern businesses.CX has clearly become key to business competitiveness and will imminently overtake price and product as the key brand differentiator. 77 per cent of Asia Pacific (APAC) businesses experienced a surge in new customers through digital channels over the past 18 months. This demand for digital interactions …
In 2013, customer experience innovator Matthew Dixon authored a book that forever changed the way contact center leaders look at customer service. In his book, The Effortless Experience, Dixon argued that customer loyalty is earned when companies deliver on their basic promises. In other words, effortless customer experiences produce repeat buyers and greater ROI much …
Can you recall the last time you interacted with a bank teller? Chances are it’s been a while since most financial transactions are now completed digitally or via self-service channels. This shift has resulted in banks focusing more on the experience they offer their customers. They need to be sure that transactions can be completed …
For years, omnichannel customer experience (CX) has been the holy grail. But the way customers interact with businesses is changing. They don’t think in terms of channels – website, app, phone call, etc – they simply want a smooth, consistent experience. This shift in customer behaviour is driving a move towards a new approach: channel-less …
New report, published by Intuit, highlights 12 tactics brands need to adopt to build loyalty with their customers. The report includes findings from a survey of 4,000 consumers across the United States, Canada, the United Kingdom and Australia – with 1,000 participants per market – and qualitative interviews with eight global marketing experts. “The Science …
Flight Centre has adoptced a new artificial intelligence-powered customerexperience program, developed by Qualtrics, to boost customer satisfaction andraise agent productivity. With the new program in place, Flight Centre is able to capture, analyse,and act on structured and unstructured feedback across emails, chat, messaging,social, online review, traditional surveys, and more, to build a more completeview of …
Customer insights provide the in-depth understanding of your target audience’s needs, wants, behaviours, and pain points. They are the golden nuggets of information businesses can use to propel growth. Generating customer insights business leaders can act on can, however, be a significant challenge. Techtarget defines, “Customer insight, or consumer insight, is the understanding and interpretation of …
Ninety-seven percent of Australian businesses are looking to AI for enhanced customer experience despite 95% still harbouring fears over the technology, according to research commissioned by Genesys. 78% of Australian businesses surveyed are concerned about diminishing customer loyalty — a problem the bulk of businesses hope to address with AI. The study, was carried out by …
It sounds counterintuitive, but in today’s always-on world consumers are placing a premium on human connection. Among headlines about households spending more online than ever before, traditional bricks and mortar institutions moving to online- and digital-only models, and the general buzz for AI, two-thirds of Australian consumers still prefer to engage with brands via human …
The world of B2B marketing is undergoing a seismic shift. Gone are the days when brand awareness, lead generation, and flashy campaigns were the sole domain of the B2B CMO. Today, success hinges on a deeper understanding – an understanding of the customer journey, their needs, and their satisfaction. Traditionally, B2B CMOs were tasked with …