In this interview with Mark Atterby, Editor of CXFocus, Janelle McQueen-Paice, Chief Experience Officer for Selfwealth, explains the principles of design thinking and how to apply them to empower customers. …
Companies like Good Pair Days and Selfwealth are using omnichannel marketing to drive highly personalised customer experiences with the brand. The challenges to omnichannel success are many but so are …
Monique Bate, Head of Member Experience at ANZ Staff Super, emphasises the importance of customer experience and that the function needs to sit at a senior ‘strategic level’ within the …
Customer experience (CX) agents are the backbone of any company’s interaction with its customers. It can be a very tough job, however. They’re juggling multiple applications, information screens, and clunky …
Automation brings undeniable benefits. Repetitive tasks are completed with lightning speed and flawless accuracy, freeing up human resources for more complex endeavours. Customer service chatbots can handle routine enquiries, while …
Consumers are increasingly privacy-conscious, and prioritising data security and transparency throughout the entire brand experience is no longer optional – it’s essential for success. AI and its use in marketing …
The world of B2B marketing is undergoing a seismic shift. Gone are the days when brand awareness, lead generation, and flashy campaigns were the sole domain of the B2B CMO. …
Ben Motteram, industry veteran and founder of CX consultancy CXpert, extolls the importance of creating positive employee experiences in building successful customer experiences. In this interview with CXFocus Editor, Mark …
Just as the modern customer expects personalised experiences tailored to their individual needs and preferences, so too do employees. All the talk around AI has mainly centred on its impact …
The cost of bad customer service in Australia is estimated to be $74 billion annually, according to a recent study by Qualtrics. This sobering figure underscores the importance of prioritising …