Companies like Good Pair Days and Selfwealth are using omnichannel marketing to drive highly personalised customer experiences with the brand. The challenges to omnichannel success are many but so are the potential rewards. Omnichannel marketing is a customer-centric approach that aims to deliver a unified and consistent brand experience across all touchpoints. David Lambert, General …
Monique Bate, Head of Member Experience at ANZ Staff Super, emphasises the importance of customer experience and that the function needs to sit at a senior ‘strategic level’ within the organisation. In this interview with CXFocus Editor, Mark Atterby, she shares her thoughts about CX and its role in the superannuation industry. Mark Atterby (MA): …
Customer experience (CX) agents are the backbone of any company’s interaction with its customers. It can be a very tough job, however. They’re juggling multiple applications, information screens, and clunky software integrations all while trying to solve a customer’s problem. This is the daily reality for many CX agents, leading to frustration and a revolving …
Automation brings undeniable benefits. Repetitive tasks are completed with lightning speed and flawless accuracy, freeing up human resources for more complex endeavours. Customer service chatbots can handle routine enquiries, while AI-powered algorithms personalise product recommendations. These advancements streamline processes and enhance productivity. Francoise Gelbard, Co-Founder and Head of Enterprise Sales for HumanableCX, comments, “Automation can result …
Consumers are increasingly privacy-conscious, and prioritising data security and transparency throughout the entire brand experience is no longer optional – it’s essential for success. AI and its use in marketing and providing personalised experiences for customers are raising the stakes in terms of data privacy and security. Data is the lifeblood of modern marketing and …
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 …
Ben Motteram, industry veteran and founder of CX consultancy CXpert, extolls the importance of creating positive employee experiences in building successful customer experiences. In this interview with CXFocus Editor, Mark Atterby, he shares his thoughts about CX and the trends shaping the future. Mark Atterby (MA): Please provide a background to your career and your …
Just as the modern customer expects personalised experiences tailored to their individual needs and preferences, so too do employees. All the talk around AI has mainly centred on its impact on CX. Its impact on personalising employee experience, however, is likely to be as significant. According to Nick Martin, Senior Vice President, Medallia, International, “Personalisation …
The cost of bad customer service in Australia is estimated to be $74 billion annually, according to a recent study by Qualtrics. This sobering figure underscores the importance of prioritising excellent customer service in today’s competitive landscape. The true cost, however, might be even higher, considering the additional strain placed on understaffed teams struggling to …
Australia’s non-profit and charity sector is crucial to the well-being of many communities, providing vital services and support to those in need. The sector employs almost 1.5 million paid workers, with revenue expected to total $201.0 billion in 2023-24[i]. Non-profits and charities face a range of challenges amid a period of rapid technological innovation and …