For 15 years, Rebecca Burns, General Manager, Support at MYOB, has demonstrated her passion for customer experience (CX) and success. Throughout her career in customer success and project management, she …
For years, omnichannel customer experience (CX) has been the holy grail. But the way customers interact with businesses is changing. They don’t think in terms of channels – website, app, …
It’s easy to get caught up in the efficiency and automation that technology offers. But what about the human element? How do we ensure that empathy and a positive human …
Mark Atterby, Editor of CXFocus, interviews Natalie Truong, CMO for EY about the importance of client satisfaction in achieving marketing success in 2024. She explains how EY is competing in …
THE ICONIC is Australia’s most loved retail brand, according to the inaugural Most Loved Retailers Report produced by Power Retail. Power Retail’s Head of Data, David Fear, comments, “THE ICONIC …
Customer insights provide the in-depth understanding of your target audience’s needs, wants, behaviours, and pain points. They are the golden nuggets of information businesses can use to propel growth. Generating …
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 …