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 and personalised to their needs. The biggest challenges brands face in delivering seamless omnichannel customer experiences are internal silos and disconnected customer journeys, according to …
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 engagement and productivity, a workplace environment that mixes in-office and remote work presents a range of unique challenges. The COVID-19 pandemic forced many workers and firms to trial working from home. …
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 not all significant CX challenges, however, are behavioural and cultural rather than systems and technology. Every CX problem is about addressing behaviour, according to …
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 channel. It’s why Australian businesses are prioritising digital experiences and adopting what’s referred to as a digital-first mindset. Customers expect seamless, fast, and consistent digital …
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 in 2022. But like CX, doing EX well and successfully can face a series of significant challenges. Even if organisations are placing EX on the …
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 to Ben Pluznyk (BP), Director & Country Manager, ANZ for Freshworks, about this and the other trends covered in the research. The five key trends …
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 a very wide and often conflicting range of customer experience predictions for 2022. During a recent CX Focus webinar Rebecca Wilson facilitated a panel discussion …
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 and services dramatically increased at the same as people had to work from home. The Auscontact Association played a critical role in supporting the industry …
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 up to expectations. The Qualtrics study surveyed 1000 respondents across Australia and New Zealand where more than half of them (54%) said they have switched …
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 experiences and build barriers between customers and the brand. We’ve seen the rise of chatbots, AI and increased automation matched with the rapid shift to …