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 …
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 …
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 …
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 …
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 …
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 …
Zoom2u was founded in 2014 to provide Australians with a better delivery experience. The pandemic created a massive surge for their service due to the growth in ecommerce and home …
B2B (Business-to-Business) customer experience receives less attention than its B2C counterpart and can often struggle for attention against other corporate priorities. B2B brands who embrace CX, however, can seize the …
The Bendigo and Adelaide bank wants to become the bank of choice for Australia within the next five years. Megan Papadopoulos, head of consumer connection, explains how their Customer Experience …
Content plays a pivotal role in the digital experiences of customers. Every web page, blog post, tweet, explainer video, ebook, or podcast is an opportunity to create a meaningful brand …