Why linking VoC with VoE can be a game-changer!

Linking the voice of the employee (VoE) with the voice of the customer (VoC) can create a holistic view of an organisation’s performance. For a number of leading organisations this has proven to be a game-changer for their CX strategy and business.   VoE refers to the collective opinions, ideas, and feedback of employees within …

The Future of Customer Experience: Where it’s heading in the next five years

Amazon founder Jeff Bezos once famously said: “we see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” Offering good customer experience (CX) is non-negotiable for any business, and investing in the right Customer …

Hybrid work environments for CX teams are here to stay

Spurred on by the need to work remotely during the pandemic, the growth in hybrid work environments is expected to be a continuing trend. But in terms of maintaining employee engagement and productivity, a workplace environment that mixes in-office and remote work presents a range of unique challenges. The COVID-19 pandemic forced many workers and firms to trial working from home. …

Most senior Australian business leaders plan to join the ‘Great Resignation’

According to a new report released today by KellyOCG, over three quarters of Australian senior executives say they are planning to leave their organisations in the next two years, which is higher than the global average.  The second annual KellyOCG Global Workforce Report – Re:work, surveyed 1,000 senior business leaders across 12 countries to understand the …

Why CX and employee experience (EX) need human empathy

Perhaps one of the biggest lessons learned through the pandemic is the immense value of human contact and the importance of empathy. When people feel connected to others and understood, their interactions are more meaningful and likely to elicit positive responses. When we consider digital transformation efforts, there is often a focus on the technology …

Do you have what it takes to be a modern insights and customer experience leader?

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 …