Are you ready for the AI tsunami?
Due to the success of ChatGPT and the media coverage it’s received, AI is currently receiving a lot of attention. This is starting to generate a tsunami of new AI …
Author: Mark Atterby
Mark Atterby has 18 years media, publishing and content marketing experience.
Bridging the Say-Do Gap. Interview with Allison Dorogoj from Simply Energy
Simply Energy is an energy retailer with over 700,000 commercial and residential customers across Australia. Allison Dorogoj is Head of Customer Experience and Sales at Simply Energy. Mark Atterby, CXFocus …
People want to do good in the world. Interview with Elisa Iurato from World Vision
World Vision Australia is a humanitarian aid and development organisation that aims to elevate children and the communities they are part of out of poverty. People can donate to the …
Understanding customers as individual humans. Interview with Alex Genov from Zappos
Zappos.com is an American online shoe and clothing retailer owned by Amazon. Zappos employs over 1500 people and generates over $US 2 billion in revenue per annum. Alex Genov is …
Can a loyalty program empower your CX strategy and vision?
Finding new ways to engage with customers and build long-term loyalty is central to the CX strategy of most businesses. A loyalty program that includes experiential rewards rather than a …
Being authentic and inclusive. Interview with Chief Customer Officer Rania Wannous
Rania Wannous, the Chief Customer Officer at the New South Wales Telco Authority, leads the customer experience, partnerships, communications and stakeholder engagement functions at the authority. As customer advocate, Rania …
How much of your CX strategy should be managed by someone else?
The BPO industry emerged and grew over the 80s, 90’s and 2000s primarily as a means for organisations to reduce costs through labour arbitrage. Contact centres and customer service were …
Creating customer experiences that engage the conscious consumer
Becoming a ‘for purpose’ or purpose-led business can elevate your brand above your competitors in the mind of the conscious consumer. But not all conscious consumers are the same. Some consumers …
Why trust should be your NUMBER ONE CX priority for 2023
Amidst continued economic concerns combined with some recent very high-profile privacy and data breaches, Australian consumers have grown increasingly suspicious of businesses’ and governments’ ability to remain ethical and protect …
Why financial institutions need to focus on personalisation, innovation and trust.
Banks and other financial institutions that focus on personalisation, innovation and trust, are more capable of meeting the ever-increasing expectations of their customers. According to recent research by FT Longitude …