Digital transformation is no longer a futuristic concept; it’s a present-day necessity for businesses looking to thrive in the digital age. At the heart of this transformation lies the customer experience (CX). By leveraging the right technologies, businesses can create seamless, personalised, and engaging experiences that drive customer loyalty and growth.
These days marketing and customer experience are all about data. Having sufficient, accurate data to draw insights from and support critical decisions that help grow the business. Most organisations, however, have struggled to integrate and leverage their data in a way that’s easy for marketing to use. Are Customer Data Platforms (CDPs) the answer? Similar …
Cyber security initiatives are an excellent opportunity for CX teams to deliver even more secure, trusted and enjoyable customer experiences. Greg Bell, the U.S. leader at KPMG Cyber, explains, “In too many industries, information security is still seen as a technology risk to be minimised instead of a business issue to be optimised.” Cyber security involves …
Successful digital transformation can prove to be elusive for business leaders who do not have a holistic view of their business and the customer journey. This may prove to particularly critical for enterprises in the wake of the COVID pandemic as the move to all things digital accelerates. Digital transformation refers to the integration of …
Two years ago, the Salvos Stores embarked upon their customer experience journey by deciding to put their customers and the communities they serve at the heart of everything they do. As a result, when COVID struck, they were well prepared to cope and adapt. Salvos Stores maintain 330 retail outlets across Australia, selling pre-owned clothing, …
The increased pace of digital transformation, due to the COVID pandemic, has drastically changed the cybersecurity landscape. The potential impact of these changes and their ramifications for CX are significant. Organisations who can maintain a safe and secure digital environment for their customers, will have a substantial advantage over competitors who can’t. A survey …
For many customer support teams, volume has skyrocketed over the past few weeks, making it harder to answer questions at scale. And though automation has always been an incredibly useful tool for support teams prior to this year, COVID-19 has made it an almost mandatory solution for teams to get back on top of demand. …
Research tells us that most companies who spend more time listening and responding to customer feedback grow faster than companies that don’t. However, drawing a line to connect actions based on customer feedback to financial performance is a significant challenge. In the broadest sense CX data refers to data and information an organisation collects about …
Applying AI (Artificial Intelligence) and ML (Machine Learning) to customer and marketing analytics has the potential to drive substantial value and benefits. Yet the success of applying these sophisticated tools, so far, has been somewhat mixed. The gulf between those companies who have been successful to those who have been disappointed in the results is …
Modern and disruptive technologies that are set to speed up automation and reduce headcount aren’t a new revelation. We frequently hear concerns that artificial intelligence (AI) and robotic process automations (RPA) will come at the cost of jobs, whilst leaving customers without access to real people to help solve their problems. But despite this fear, …
Port Macquarie Koala Hospital started its donation page after 350 koalas perished in the devastating bush fires in Australia. Initially, the hospital hoped to raise $25,000 to be spent on building wildlife drinking stations. Still, in less than a month, the amount has surpassed the goal by a mile, raising a staggering 2 million dollars, …