Doing more good for less – Why nonprofits need to invest in digital experiences and engagement

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 …

The ‘value beyond’ – The secret to delivering unexpected value for customers!

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 …

How AI is fuelling the future of CX in 2024

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 …

The many roles gamification plays in loyalty marketing

In the realm of loyalty marketing, gamification is playing a crucial role in enhancing customer experiences, fostering loyalty, and driving engagement. It leverages the innate human desire for competition, achievement, and rewards to motivate and engage customers. Gamification is adding game mechanics into nongame environments, like a website, online community, learning management system or loyalty …

AI Power to the masses – How an Australian startup is democratising AI

The hype around Artificial Intelligence (AI) is deafening, but it often drowns out the needs of small and medium-sized businesses (SMBs) and non-profits. Enter NTENDER.AI, an Australian startup dedicated to empowering these organisations with the tools and capabilities to make the most of their data and drive exceptional customer experiences (CX). Launched at the end …

Embracing interactivity to make content commerce more powerful in 2024

The digital landscape is evolving at breakneck speed, and online shoppers are demanding more than just static product images and detailed descriptions. In this dynamic, complex and crowded environment, video content has the potential to be a powerful tool for enhancing e-commerce and customer experiences. To cut through, retail businesses need to reach their target …

Is VES the best measure of future customer loyalty?

In the battle for customer hearts and minds, reliable metrics are critical. The Value Enhancement Score (VES) is a rising star, touted as a more nuanced predictor of customer loyalty than traditional stalwarts like Net Promoter Score (NPS) and Customer Satisfaction (CSAT). VES, developed by Gartner, measures how customer interactions impact confidence in a product …

Five successful CX strategies for e-commerce growth

In the digital realm, where physical interactions are limited, CX becomes the primary differentiator between brands.  It encompasses everything a customer feels and experiences, from their first encounter with a brand to their post-purchase interactions. The quality of the customer’s experience can make or break an e-commerce brand. A customer’s journey with your brand starts …

Leading the government evolution around citizen experience

Public service’s dynamic landscape means that government departments face a pivotal challenge: evolving citizen experiences to meet the growing expectations of the people they serve. This evolution is not just a matter of preference; it’s a strategic imperative. When people call government organisations, they’ve learned to expect long waits, a lack of information, and confusing …