They Want it Now – The Future of CX
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 …
Author: Mark Atterby
Mark Atterby has 18 years media, publishing and content marketing experience.
Your CX priorities in 2022 – are they on the money?
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 …
Interview with contact centre executive and industry leader: Fiona Keough, CEO at Auscontact Association
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 …
Are broken brand promises costing you customers?
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 …
The CX balancing act: human experience vs digital technology
Digital technology is vital to be able to provide personalised customer experiences at scale and in a way that is economically viable. Yet, digital transformation can appear disconnected from human …
Orchestrating serendipity to elevate the customer experience
The unexpected or apparently random discovery of a new product, according to recent research, can have a major and positive impact on the customer experience. When customers unexpectedly discover something …
What should we expect from AI (Artificial Intelligence) in 2022?
From chatbots to hyper-personalised experiences to better understanding customers, AI and machine learning have been used in a variety of contexts to improve the customer experience. In 2022, the role …
A “single version of the truth”, why is it so important yet so difficult to attain
Most organisations store vast amounts of information about their customers in transaction systems such as their billing and CRM systems. They are also constantly surveying customers for their feedback and …
It’s from customer insights we create business value
Too many customer experience projects stall because leaders are unable to demonstrate the value these projects create. Connecting specific customer insights to specific tangible benefits for the business is critical …
Ergon Energy’s brand personality of “the friendly neighbour” depends on its omnichannel strategy
A subsidiary of Energy Queensland, Ergon distributes electricity to 746,000 customers across most of Queensland. Ergon manages customers across regional and remote areas of the state, from Cape York in …