Customer journey maps are an important first step in understanding the experiences of customers. From initial contact to final purchase it highlights the key interactions the customer has with the brand, identifying gaps or pain points in the customer experience. All too frequently, however, the exercise fails to drive positive change within the organisation. A …
The ability to offer customers the ability to communicate with a brand via a variety of channels has been the Holy Grail for the contact centre industry for quite some time. Now days customers are multi channel shoppers and business as a whole are struggling to meet the multi-channel expectations of their customers.
By Mark Atterby. Everyone is talking about digital disruption. But how much are traditional companies doing about it? And what will be its full impact? We’ve seen the rise of Uber and Airbnb to disrupt the taxi and travel industries. Who’s next? According to the Harvey Nash CIO survey 2016, Australian organisations are being affected …