Technological innovation and digital disruption are dramatically reshaping the way brands are interacting with customers. Terms such as AI, chatbots, machine learning, AR, VR and a host of others have …
The term ‘customer experience’ is now ubiquitous and used in so many different contexts that it means everything yet nothing at the same time. The term has become useless in …
The emergence of AR (Augmented reality) promises to revolutionise the customer experience by offering immersive experiences for both consumers and employees. Many do question, however, what is the actual potential …
Almost all organisations say that their customers come first. In reality, most business processes and organisational structures are built around the management and operational needs of the organisation. Building a …
The call to “Go digital” has been echoing in boardrooms across the globe. It’s a herald of momentous and ground shaking change with potentially far-reaching consequences. Disruption and innovation caused …
To compete on customer experience organisations need to understand the type of experiences they are currently creating. To gain greater understanding of how customers view the experiences companies provide, Voice …
Mark Atterby talks to Steve Griffin the architect behind Service NSW, by far the largest and most successful digital transformation / CX project in government. Steve explains how Service NSW …
The insights gleaned from analysing customer data feeds the design process for creating better customer experiences. Most organisations realise the importance of these insights to improve customer loyalty, reduce costs …
Creating an exceptional customer experience requires a pro-active and forward looking approach. Even if you are quick to respond and resolve issues once they are raised, being reactive will inhibit …
A major security breach or cyber-attack can ruin the experience customers have with a brand. Failure to act decisively when customer’ interests or the security of their information is threatened, …