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.
In 2013, customer experience innovator Matthew Dixon authored a book that forever changed the way contact center leaders look at customer service. In his book, The Effortless Experience, Dixon argued that customer loyalty is earned when companies deliver on their basic promises. In other words, effortless customer experiences produce repeat buyers and greater ROI much …
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 …
Can you recall the last time you interacted with a bank teller? Chances are it’s been a while since most financial transactions are now completed digitally or via self-service channels. This shift has resulted in banks focusing more on the experience they offer their customers. They need to be sure that transactions can be completed …
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 …
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 …
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 …