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 new that they like, their enjoyment and satisfaction of a particular product or service will be greatly enhanced. Recent research by the University of …
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 of AI is expected to expand as enterprises become mature in its adoption. More and more business leaders in Australia as well as consumers are …
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 recommendations as well as drawing on customer insights from social media and other external sources. By Integrating all this data, brands hope to build a …
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 to overcoming this challenge. Initially, executives can get very excited over the promised benefits of becoming a customer centric organisation: greater customer loyalty, higher retention …
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 the North all the way down to Dalby in southwestern Queensland. Most of Ergon’s customers are households, but they also cover small-to-medium businesses, commercial enterprises …
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 delivery. Steve Orenstein, founder and CEO, explains how Zoom2u coped with the rapid growth, while transferring staff to work remotely yet still maintaining exceptional delivery …
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 opportunity to make more revenue and profits. Paul Robertson, Marketing Director at Inspectorio, believes creating positive customer experiences in a B2B context can be more …
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 (CX) and digital transformation strategy is critical to the bank achieving its goals. The bank was formed by the merger of Bendigo Bank and Adelaide …
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 experience. A customer’s journey may start by reading a snippet of information in a search engine query and continue until the customer is reading a …
Personalisation has become an important aspect of creating a great customer experience. Customers now expect seamless personalised experiences when dealing with their bank and if they aren’t satisfied with their current institution, an alternative provider is only a click away. The move to greater personalised experiences has gained momentum during COVID. Banks are looking to …