Rod has a fifteen plus year career working for a variety of mid-tier and large global organisations, designing, and implementing customer experience (CX) strategies. Recently, he co-founded Humind – a …
Customers use a variety of channels to interact with organisations to purchase the goods and services they want. They expect their experience when dealing with a brand to be seamless …
Spurred on by the need to work remotely during the pandemic, the growth in hybrid work environments is expected to be a continuing trend. But in terms of maintaining employee …
There’s a tendency to frame CX problems or digital transformation challenges in strictly technical terms. Organisations have thrown vast amounts of money at technology to solve a problem. Most, if …
As a result of the pandemic, we have seen customers dramatically shift to online channels. These days most customer journeys start online even if they may finish via a physical …
The pandemic has elevated the importance of having engaged and loyal employees. In fact, employee experience (EX) is touted as a top priority by most CX leaders and their organisations …
The #1 trend in CX for 2022, according to recent research by Freshworks, is the need for businesses to adopt a digital-first mindset. Mark Atterby (MA), Editor of CXFocus talks …
Over the last couple of months various industry pundits, analysts, and vendors have published their lists of CX Trends for 2022 and beyond. A quick search on Google will display …
For many organisations, their contact centre operations and the people who work in them were at the frontline of supporting customers during the COVID-19 crisis. Customer demands on communication channels …
If branding is about making promises and setting expectations, customer experience is about keeping them. Unfortunately, according to a recent study by Qualtrics, many Australian brands are failing to live …