For any organisation, the reality is that customers expect seamless, personalised, and frictionless interactions across all channels and touchpoints. Shareholders, on the other hand, demand businesses achieve their objectives to maximise value. To succeed in meeting both business objectives and customer expectations, organisations need to unite CX across all aspects of their operations, including teams, …
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 …
In the time it takes to read this paragraph, most Demand Side Platforms (DSPs) will have analysed billions of bid decisions, selecting the perfect ad to display to the right person at the right time and on the right device. Intriguing, isn’t it? In the early 2000s, 1:1 marketing was an exciting vision. Today, it’s …
From automating mundane tasks to creating hyper-personalised experiences, AI is leaving a mark on every pixel and click. But what does this mean for the future of digital marketing, and how can digital marketers, content creators and creative designers, leverage this evolving technology responsibly? The canvas of possibilities with AI is constantly expanding. Imagine waving …
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 …
2023 has been a busy year for AI. From the continual release of ChatGPT features, to more companies and marketers now actively pursuing and investing in Generative AI projects and process augmentation, what we have seen so far is only the beginning of a much broader transformation that will impact brands, marketers, and consumers in …
The importance of customer experience stands out as a key element influencing the future of New Zealand’s dynamic financial landscape. Leading banks are adopting innovative approaches to cultivating lifelong relationships as they continue to compete for customer attention. The introduction of 365-day payments in the nation’s banking system is one recent development that highlights this …
When organisations think about their most valuable assets, two are always at the top of the list: trust and data. Without trust, customers will simply not buy your product or service. This is why the Harvard Business Review noted, “If you’re selling a product, you’re now selling trust.” A significant element of how trust is …
Digital transformation is the strategic use of technology to reshape business processes, operations, and customer interactions. When effectively implemented, digital transformation can significantly support your CX strategy by providing seamless, personalised, and efficient experiences. However, there are significant challenges to doing this successfully. Jane Tyzack, Founder and Managing Director of Change Playbook, describes the relationship …