The recent acquisition of InMoment by Press Ganey Forsta marks a significant shake-up in the Voice of the Customer (VoC) marketplace. This merger brings together two prominent players, creating a …
In the fiercely competitive quick-service restaurant industry, customer experience (CX) and employee experience (EX) are no longer distinct – they’re two sides of the same coin. For a global giant …
Qualtrics aims to transform how organisations understand and act on customer and employee feedback with its launch of “Experience Agents.” Unveiled at Qualtrics X4 in Sydney, this innovation uses agentic …
For years, organisations have actively sought customer opinions through surveys and feedback forms, directly asking for their thoughts and experiences. While this direct approach still holds value, a silent revolution …
At Zendesk Relate 25, Mark Atterby, CXFocus editor, interviewed Tom Powers VP of Operations at Catapult Sports. Powers explains the evolution of Catapult and its commitment to delivering world-class service …
The shift to digital workplaces promised enhanced connectivity and flexibility, but a darker side is emerging that many organisations are failing to confront – digital bullying. As teams increasingly rely …
In a crowded landscape of customer experience (CX) solutions, Local Measure carved a unique path, one that began not in the traditional contact centre but on the bustling front lines …
Artificial intelligence is no longer a futuristic fantasy, it’s an increasingly pervasive reality shaping how businesses interact with their customers. However, the integration of AI into service delivery isn’t a …
Australia’s leadership capabilities are facing a critical challenge, struggling to keep pace with evolving best practices and the demands of a future-ready workforce. This lag, according to Nicole Mathers, a …
In a world increasingly driven by efficiency and quantifiable outcomes, the subtle art of building meaningful connections often takes a backseat to transactional interactions. Yet, the human desire for genuine …