Research from Forrester shows that most CX initiatives were stalled in 2018. The outlook for 2019 maybe worse. Organisations are faltering in terms of improving CX quality. Forrester predicts in 2019 up to 20% of companies across the globe will give up trying to differentiate on the basis of CX. In a survey conducted by …
Essential Energy is one of Australia’s largest electricity distribution networks, supplying power to 95 per cent of New South Wales (NSW) and parts of Southern Queensland. In the past, it was an engineering-based organisation with a focus on compliance. A few years ago, they decided to also become an organisation devoted to engaging and empowering …
You might have the right CX strategy, the right products and services, the right technology and infrastructure yet without the right people your future will be uncertain at best. Organisations need to adapt their ‘customer experience’ strategies in line with sweeping changes to the talent marketplace. Their future may depend on it. Different generations have …
Matchboard is an innovative online platform that connects businesses with the most appropriate suppliers for their needs. Reducing the need to undertake extensive research and evaluation of numerous tenders and proposals, Matchboard provides a shortlist of the most suitable providers. We talk to Sharon Melamed Matchboard founder and Suncorp innovator of the Year 2018. Melamed …
Most enterprises understand what they need to do in terms of CX and their digital strategy. They appreciate the need to be agile, innovative, and to engage employees as well as customers with the brand. Their challenge lies however, in deciding what resources to allocate to innovation and new strategies vs Business as Usual (BAU) …
Vollie is an online volunteering platform, allowing not-for-profits and charities to connect with qualified professionals and students for skills based volunteering. Founded in 2016 and launched in 2017, Vollie has so far delivered 7000 hours of volunteer work worth over $370,000. Their success has been built on adopting a ‘customer experience’ approach to engaging millennials …
Chief Customer Officers (or roles with similar titles and responsibilities) are being appointed in ever increasing numbers to boards across Australia and overseas. This reflects the increased effort and importance organisations place on improving the customer experience. So how does one become a Chief Customer Officer (CCO)? What skills, experience and aptitude are required? What …
In the pursuit of Google rankings the customer experience is often neglected. Most people are aware that certain SEO practices will do more harm than good. However, even legitimate SEO practices may hurt your brand. SEO campaigns that focus primarily on keyword rankings and visitor traffic may come at the expense of relevancy and the …
Employees and management, from their experiences as consumers, are expecting greater service and easy access to information within their organisation. It’s about viewing the HR department as a service provider and that the organisation’s managers and employees are its customers. Gone are the days of stable workforces, where HR worked in isolation from the rest …
The creation of smart places has become an indispensable feature of the customer experience. For some time, hotels, airports, stores, entertainment venues and other location based brands have utilised mobile and digital technology to measure and analyse the traffic patterns of people. IoT (Internet of Things) is expected to accelerate the growth and evolution of …