An omni-channel experience is about providing a seamless experience across all service and communication channels. Regardless of how or when or how often a customer wants to interact with a brand, they can. Over the years, however, omni-channel has become an over-used buzzword employed by vendors to sell technology and software. Rather than a strategy …
The travel, hospitality and tourism industries have been hit hard by the COVID 19 pandemic. These industries are expected to rebound slowly as the world emerges from the crisis and travel restrictions are lifted. CX is expected to be a critical factor in how quickly these industries recover. At the beginning of 2020, travel was …
In recent years the customer experience landscape has seen the emergence of chatbots, virtual digital assistants, and AI. By automating repetitive tasks these tools have saved costs, allowing humans to focus on more complex issues. The long term impact of AI and machine learning applications, however, is potentially tremendous and far reaching. Machine learning refers …
In the wake of the COVID-19 pandemic businesses are increasingly prioritising customer experience over product and pricing as a means to differentiate their brand. As a result, customer experience skills and competencies are in high demand across most if not all industry sectors in Australia. Jobs with customer experience in the title are proliferating across …
Ensuring your customers receive maximum value and enjoyment out of the products you sell them is a critical component of their overall experience with your brand. The term ‘Customer Success’ refers adopting a proactive approach to providing solutions and answers for your customers. Along with ‘Customer Experience’, ‘Customer Success’ has become increasingly popular over recent …
Personalisation is one of the most important aspects of creating a great great customer experience. Today’s customers expect a personalised experience when dealing with brands. Highly personalised customer experiences driven by data analytics about current customers are difficult for competitors to imitate. The challenge lies in: who are we actually trying to personalise for? All too often …
The ability of a business to deliver an exceptional experience to customers is dependent on one thing – it’s culture. Successful CX requires a culture that puts the customer at the heart of every decision and action made. Unfortunately, for most organisations, that’s easier said than done. You can build as many customer journey maps …
With $5 billion in annual revenue, John Holland builds and operates transport infrastructure across Australia, including Sydney Metro and Melbourne Metro trains. Director of Customer Experience Yvette Mihelic, explains how the concept of ‘customer experience’ became vital to the way the company operates. John Holland needs to cater for the requirements of two types of …
Gumtree helps local buyers and sellers to connect and exchange goods and services across Australia. When COVID struck Gumtree had to make drastic changes to its operating model and how it serviced its customers. Amanda Behre, Head of Marketing, explains how Gumtree leveraged its data and customer insights to engage and connect with the communities …
At the beginning of 2020 New Zealand’s Contact Energy appointed Tighe Wall as Chief Digital Officer, to take charge of their digital transformation journey. CXFocus editor Mark Atterby, talks to Tighe about Contact Energy’s success in driving enterprise wide change and improving the end-to-end customer journey. Established some twenty years, Contact Energy has built an …