A new study by CX Network has identified convenience as the paramount customer behaviour shaping the strategies of customer experience (CX) professionals in 2024. This dramatic shift, up from fourth place in the previous year, underscores the growing urgency for businesses to prioritise speed, ease, and efficiency in their customer interactions. In contrast, the report …
The marketing landscape is evolving rapidly, driven by technological advancements, shifting consumer behaviours, and heightened expectations. To thrive in this dynamic environment, marketers must prioritise a combination of strategic, technological, and human-centric competencies. CXFocus editor, Mark Atterby, talks to Bronwyn Heys, CEO of the Australian Marketing Institute, about the challenges and opportunities facing today’s marketing …
Ever felt frustrated by a chatbot that just doesn’t seem to get what you’re saying? You’re not alone. Traditional chatbots often struggle with natural language and can misinterpret even simple questions. But there’s a new sheriff in town: Generative AI (GenAI). This cutting-edge technology is expected to revolutionise chatbot interactions, making them more natural, engaging, …
At its X4 event In Sydney last week, Qualtrics revealed its vision and roadmap for the future development of its products. That vision firmly embraces AI and the capabilities it can provide to improve customer and employee experiences. Attended by 2,000 delegates, the Qualtrics X4 event was held at the International Convention Centre (ICC) Darling …
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 has focused on strategising and implementing solutions to make customer interactions exceptional. Mark Atterby from CXFocus talks to Rebecca about her role at MYOB and …
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, phone call, etc – they simply want a smooth, consistent experience. This shift in customer behaviour is driving a move towards a new approach: channel-less …
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 experience remain central to our interactions, even when technology plays a prominent role? Mark Atterby, Editor of CXFocus, interviews David Stone, VP of Growth for …
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 professional services arena and its plans to overtake their competition. Mark Atterby (MA): Can you please provide a background to your career and an …
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 excels with younger customers by offering fast delivery, responsive customer service, and excellent returns policies, all of which are highly valued by this age group. …
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 customer insights business leaders can act on can, however, be a significant challenge. Techtarget defines, “Customer insight, or consumer insight, is the understanding and interpretation of …