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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With $5 billion in annual revenue, John Holland builds and operates transport infrastructure across Australia, including Sydney Metro and Melbourne Metro trains. Director of Customer Experience Yvette Mihelic, explains how the concept of ‘customer experience’ became vital to the way the company operates. John Holland needs to cater for the requirements of two types of …
Gumtree helps local buyers and sellers to connect and exchange goods and services across Australia. When COVID struck Gumtree had to make drastic changes to its operating model and how it serviced its customers. Amanda Behre, Head of Marketing, explains how Gumtree leveraged its data and customer insights to engage and connect with the communities …
The COVID-19 pandemic has fundamentally changed the world. While many of the changes posed by this global crisis have never been seen before – others were predictable and perhaps, expected. The alarming pandemic has accelerated the rate of digital transformation in the Australian auto-industry, revolutionising the experience of purchasing and maintaining a new car. With …
By applying the principles of behavioural economics, organisations can greatly improve the effectiveness of their Customer Experience (CX) strategy. As well as providing deeper insights into consumer behaviour, behavioural economics can greatly assist the human orientated design of customer interactions and touchpoints. In the past, consumer behaviour was analysed with the assumption that people optimised …
At the beginning of 2020 New Zealand’s Contact Energy appointed Tighe Wall as Chief Digital Officer, to take charge of their digital transformation journey. CXFocus editor Mark Atterby, talks to Tighe about Contact Energy’s success in driving enterprise wide change and improving the end-to-end customer journey. Established some twenty years, Contact Energy has built an …
This article was originally published on the Sprout Strategy website. Telling stories is an essential part of being human. Stories let us communicate and share ideas in a way that establish strong emotional connections. An authentic and engaging story can elevate a brand above its competitors. A story is an account of characters (real or …
The start of the new decade has been challenging to say the least. The stress, anxiety, and uncertainty of events in 2020 have forced a heavy and transformative hand on many industries and business functions, not to mention the customer experience space. During the pandemic, customer experience focused retailers that manage the customer journey all …
Covid-19 was an unexpected turn for the whole world. Right from the businesses to events to day-to-day life, everything came to a halt. Apart from showing how vulnerable and co-dependent our lives are, the Covid-crisis also highlighted the significant areas in the corporate realm that were shrieking for improvements and transitions. One of the major …
Jim Katzman, Principal, CX Strategy & Enablement at InMoment Measuring a customer experience (CX) program’s business value can take many forms. However, we’re seeing more of these programs zero in on cost reduction as the clearest proof point for justifying their implementation. Reducing cost is certainly important, but organisations focusing exclusively on this element might …
Digital Interactions are being considered as the first step towards digital transformation. Also, at present, utilising technology to boost customer experience has gained tremendous value, making it mandatory for brands to incorporate one or more ways of interacting with customers over digital channels. Asking whether we can replace human interaction with digital ones may sound absurd …