Many CX leaders and executives have diverse backgrounds that encompass a variety of job roles across multiple industries. Such leaders have a deep understanding of how CX impacts or connects with all areas of the business. Mark Atterby, CXFocus Editor, speaks to one such CX leader, Jodie Fielding who is currently Chief Delivery Officer at …
Organisations are using conversational AI to relieve the pressure on their contact centres while at the same time aiming to improve productivity and service levels. In the past, the performance of chatbots has been somewhat poor and the results disappointing. In recent years, however, AI technology has come a long way and some organisations at …
It has become accepted wisdom in the CX community for brands to delight or ‘wow’ their customers. But the truth is, delighting your customers may not necessarily build loyalty or raise revenue. That’s not to say that the effort to delight is useless but you need to get a few things right first. David Lucy, …
Providing customers with a connected and frictionless experience requires a full understanding of the end-to-end customer journey. Where does it start, where does it end, and what happens along the way? What are the customers’ goals, needs, and pain points at each stage of that journey? The customer journey is the complete sum of experiences that …
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 new CX design and consultancy collective, aimed at helping organisations to discover, design, and deliver experiences with the human in mind. In this interview, Rod …
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 …