As a result of the pandemic, we have seen customers dramatically shift to online channels. These days most customer journeys start online even if they may finish via a physical channel. It’s why Australian businesses are prioritising digital experiences and adopting what’s referred to as a digital-first mindset. Customers expect seamless, fast, and consistent digital …
Digital technology is vital to be able to provide personalised customer experiences at scale and in a way that is economically viable. Yet, digital transformation can appear disconnected from human experiences and build barriers between customers and the brand. We’ve seen the rise of chatbots, AI and increased automation matched with the rapid shift to …
The retail landscape is significantly challenged today. With supply chain issues impacting on stock levels, increasing volumes of returns and increased customer expectations in relation to online deliveries – local brands will have a hard time in satisfying customers in 2022. As a result, retailers will find that they quickly need to adopt new systems …
Most organisations store vast amounts of information about their customers in transaction systems such as their billing and CRM systems. They are also constantly surveying customers for their feedback and recommendations as well as drawing on customer insights from social media and other external sources. By Integrating all this data, brands hope to build a …
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 ability of a business to deliver an exceptional experience to customers is dependent on one thing – it’s culture. Successful CX requires a culture that puts the customer at the heart of every decision and action made. Unfortunately, for most organisations, that’s easier said than done. You can build as many customer journey maps …
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 …
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 …
Volkswagen Group Australia’s obsession with improving the customer experience and making life easier for customers, has placed the company in the top spot for brand loyalty in the Australian automotive industry. Jason Bradshaw, chief customer and marketing officer for Volkswagen Group Australia, talks about their customer experience journey. Back in in 2015, Volkswagen Group Australia …
Many local councils across Australia have started their CX and digital transformation journeys. They are all at different stages of their journey, have different objectives and have greatly differing requirements but they all share one key objective – to promote ‘trust’ between citizens and the local governments that are meant to serve them. Local governments …