Companies like Good Pair Days and Selfwealth are using omnichannel marketing to drive highly personalised customer experiences with the brand. The challenges to omnichannel success are many but so are the potential rewards. Omnichannel marketing is a customer-centric approach that aims to deliver a unified and consistent brand experience across all touchpoints. David Lambert, General …
Prominent Australian brands like Qantas, Coles and Woolworths have recently faced a storm of criticism with consumers questioning their priorities. While these companies rake in substantial profits, many Australians grapple with the burden of soaring living costs. Do Australian corporations genuinely care about customer experience, or are they more focused on maximising their gains at …
Emotions play a crucial role in the behaviour and purchasing decisions of consumers. When customers form emotional connections with your brand, it bolsters feelings of loyalty and engagement with the brand. But building these positive emotional connections is a significant challenge. Understanding customers’ emotions, feelings and sentiments towards your brand and the ability to positively …
Demographics, fluctuating economics, and consumer preferences are changing rapidly, and keeping up with customer demands is becoming more challenging. Including rising incomes, middle-class bulges, ageing populations, and next-generation millennials that are reshaping the customer base around the globe. This has created a burdensome scenario for marketers faced with ensuring their brands can confidently navigate through …
Organisations are using conversational AI to relieve the pressure on their contact centres while at the same time aiming to improve productivity and service levels. In the past, the performance of chatbots has been somewhat poor and the results disappointing. In recent years, however, AI technology has come a long way and some organisations at …
It has become accepted wisdom in the CX community for brands to delight or ‘wow’ their customers. But the truth is, delighting your customers may not necessarily build loyalty or raise revenue. That’s not to say that the effort to delight is useless but you need to get a few things right first. David Lucy, …
There’s a tendency to frame CX problems or digital transformation challenges in strictly technical terms. Organisations have thrown vast amounts of money at technology to solve a problem. Most, if not all significant CX challenges, however, are behavioural and cultural rather than systems and technology. Every CX problem is about addressing behaviour, according to …
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 …