Serving a community in crisis
Two years ago, the Salvos Stores embarked upon their customer experience journey by deciding to put their customers and the communities they serve at the heart of everything they do. …
Author: Mark Atterby
Mark Atterby has 18 years media, publishing and content marketing experience.
CX Day Australia 2020: Customer Empathy critical for CX Success during COVID
An outstanding array of Australian CX thought leaders gathered on the 6th October to share stories on how their teams met the challenges of the COVID pandemic. Though each story …
Cybersecurity: CX Threat or Opportunity
The increased pace of digital transformation, due to the COVID pandemic, has drastically changed the cybersecurity landscape. The potential impact of these changes and their ramifications for CX are significant. …
Brand Experience vs Customer Experience: What’s the difference?
The difference between Brand Experience (BX) and Customer Experience (CX) is often unclear and confusing. Each has a role to play in the reputation and success of your business. They …
The Employee Experience post COVID 19
Most Australian employees expect things to improve in their workplaces as a direct result of changes being made by employers and their response to the COVID-19 pandemic. They expect to …
CX Leadership Profile: Lisa Dowie, Chief Customer Officer for PEXA
PEXA is an online property settlement platform used by 150 financial institutions as well as more than 9,000 legal and conveyancing firms across Australia. Lisa Dowie, Chief Customer Officer for …
Putting customers first means putting employees first
Most executives will readily say ‘our people’ are vital to the success of the business. Yet so many Australian organisations have inadequate employee engagement strategies in place. The coronavirus pandemic …
Stepping out with Customer Journey Analytics (CJA)
The COVID 19 crisis has dramatically changed customer journeys and what brands need to do to analyse and understand them. The traditional tools and methods associated with customer journey mapping …
What to buy when shopping for Customer Experience Management (CEM) technology
Over the last decade numerous technology vendors have hitched their wagons to the term Customer Experience Management (CEM or CXM). As a software or technology category the term is fairly …
Creating positive employee experiences in a time of crisis
In the wake of the changes wrought by the COVID crisis and social distancing measures such as working from home, maintaining positive employee experience is more important than ever. A …