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.
Ultimately, investing in CX is an investment in the future of your business. It’s about building a foundation of trust, creating memorable experiences, and fostering a community of loyal customers who not only return but also champion your brand. By understanding and prioritising the customer experience, businesses can unlock sustainable growth, enhance brand reputation, and cultivate a competitive advantage that sets them apart.
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Too many customer experience projects stall because leaders are unable to demonstrate the value these projects create. Connecting specific customer insights to specific tangible benefits for the business is critical to overcoming this challenge. Initially, executives can get very excited over the promised benefits of becoming a customer centric organisation: greater customer loyalty, higher retention …
Over the last few years, the role of experience and insights professionals and the associated skills required, has evolved dramatically. Sprout Strategy’s new report, Australian State of Experience & Insights Leadership Report 2021 – 2022, looks at how these roles are evolving and what it means for these roles in the future. The research with …
A subsidiary of Energy Queensland, Ergon distributes electricity to 746,000 customers across most of Queensland. Ergon manages customers across regional and remote areas of the state, from Cape York in the North all the way down to Dalby in southwestern Queensland. Most of Ergon’s customers are households, but they also cover small-to-medium businesses, commercial enterprises …
Zoom2u was founded in 2014 to provide Australians with a better delivery experience. The pandemic created a massive surge for their service due to the growth in ecommerce and home delivery. Steve Orenstein, founder and CEO, explains how Zoom2u coped with the rapid growth, while transferring staff to work remotely yet still maintaining exceptional delivery …
Discussion with Jarvous Freeman, leading US authority on CX and contact center optimization, on how to leverage the contact center to create lifelong customers. Freeman has spent his entire career in this space and has seen it all. Name the largest enterprise contact centers, and he’s probably run them. Contact center optimization is his passion. …
Customer 360 is essential to connecting with customers As many of us know only too well, key to knowing our customers is listening to them, connecting with them both directly and indirectly, through an ever-increasing number of communication channels. Keeping ahead of today’s connected consumer is a complex business. It involves combining disparate but connected …
B2B (Business-to-Business) customer experience receives less attention than its B2C counterpart and can often struggle for attention against other corporate priorities. B2B brands who embrace CX, however, can seize the opportunity to make more revenue and profits. Paul Robertson, Marketing Director at Inspectorio, believes creating positive customer experiences in a B2B context can be more …
The Bendigo and Adelaide bank wants to become the bank of choice for Australia within the next five years. Megan Papadopoulos, head of consumer connection, explains how their Customer Experience (CX) and digital transformation strategy is critical to the bank achieving its goals. The bank was formed by the merger of Bendigo Bank and Adelaide …
Content plays a pivotal role in the digital experiences of customers. Every web page, blog post, tweet, explainer video, ebook, or podcast is an opportunity to create a meaningful brand experience. A customer’s journey may start by reading a snippet of information in a search engine query and continue until the customer is reading a …
Personalisation has become an important aspect of creating a great customer experience. Customers now expect seamless personalised experiences when dealing with their bank and if they aren’t satisfied with their current institution, an alternative provider is only a click away. The move to greater personalised experiences has gained momentum during COVID. Banks are looking to …