Customer experience (CX) is the heart of any successful business. In this category, you’ll find insightful articles packed with actionable strategies to transform your customer interactions. Discover how to leverage empathy, personalise your approach, and utilise technology effectively to create a seamless and delightful customer journey. Gain expert advice on building customer loyalty, reducing churn, and turning happy customers into brand advocates.
Unleash the power of exceptional customer service! Dive into articles exploring the latest trends, tips, and strategies to elevate your customer experience and build lasting brand loyalty.
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 organisation. In this interview with CXFocus Editor, Mark Atterby, she shares her thoughts about CX and its role in the superannuation industry. Mark Atterby (MA): …
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 AI-powered algorithms personalise product recommendations. These advancements streamline processes and enhance productivity. Francoise Gelbard, Co-Founder and Head of Enterprise Sales for HumanableCX, comments, “Automation can result …
It sounds counterintuitive, but in today’s always-on world consumers are placing a premium on human connection. Among headlines about households spending more online than ever before, traditional bricks and mortar institutions moving to online- and digital-only models, and the general buzz for AI, two-thirds of Australian consumers still prefer to engage with brands via human …
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 and providing personalised experiences for customers are raising the stakes in terms of data privacy and security. Data is the lifeblood of modern marketing and …
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 on CX. Its impact on personalising employee experience, however, is likely to be as significant. According to Nick Martin, Senior Vice President, Medallia, International, “Personalisation …
B2B e-commerce has evolved across most industries at a phenomenal pace, with 65% of B2B companies now offering e-commerce solutions. These platforms have risen to keep up with the competition and deliver slick business transactions that provide lower cost to serve buyers. For many, the temptation is to focus on how to move to these …
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 excellent customer service in today’s competitive landscape. The true cost, however, might be even higher, considering the additional strain placed on understaffed teams struggling to …
Australia’s non-profit and charity sector is crucial to the well-being of many communities, providing vital services and support to those in need. The sector employs almost 1.5 million paid workers, with revenue expected to total $201.0 billion in 2023-24[i]. Non-profits and charities face a range of challenges amid a period of rapid technological innovation and …
Imagine catching an Uber and not only reaching your destination quickly, but also receiving insightful recommendations from your driver for your evening plans. This simple example illustrates the essence of what David Stone, VP of Growth at Concentrix, refers to as the ‘value beyond’. It’s about exceeding customer expectations by going the extra mile, understanding …
From hyper-personalised customer journeys to predictive customer service, AI is no longer a futuristic buzzword, but the engine driving a revolution in customer experience (CX) across all industries. 2024 marks the year organisations graduate from AI baby steps to a full-blown sprint, embracing its transformative power to create hyper-personalised experiences that anticipate needs and build …