How useful are NPS, CES and CSAT scores in measuring CX success?

As companies pour resources into CX projects and initiatives they want to know the success of their efforts. The use of NPS (Net Promoter Score), CES (Customer Effort Score) and CSAT (Customer Satisfaction) to measure CX have come to dominate. Many business leaders, however, have come to question this over reliance on these metrics and …

3 Experience design principles that helped koala bushfire charity raise over $2 million

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, …

“Digital is not a thing, It is a way of doing things” – Renaud Frisé, Head of Digital Primo Foods / JBS

As Head of Digital at Primo Foods / JBS, Renaud Frisé fully embraces the need to accept the constantly changing nature of things.  Primo Foods is the largest producer of ham, bacon and smallgoods in Australia. Primo Foods is part of the JBS Group of global companies. Renaud is responsible for all things digital at …

Helping to build better lives with customer centricity – Australian Red Cross

In the last 2 years, Australian Red Cross has redefined itself by becoming a customer centric organisation. Katrina Harrison, their Head of Customer Experience, explains the journey the organisation has taken and how that has impacted its vision and aims for the future. Main Picture: Katrina Harrison and her team. Established in 1914, Australian Red …

Letting the machines take control

The decisions being made by AI algorithms and machine learning are having an increasing impact on our lives, our jobs and our businesses. AI promises exciting possibilities for a wide range of industries including healthcare, financial services, utilities, entertainment and so on. It will help us to design the products and services we will enjoy …

CX Leadership Profile: Caroline Maillols, head of customer experience, MedicalDirector

Two years ago Caroline Maillols was appointed by MedicalDirector, a leading provider of healthcare and practice management software, to take charge of their CX and digital transformation strategy. Caroline’s job was to change MedicalDirector from being a product centric company to a customer centric business. CXFocus talks to Caroline about the challenges and successes she …

Why CX is stagnating

CX transformation projects can take years and cost millions of dollars. Though the potential benefits are enormous, CEOs can come under immense pressure to justify the costs. According to the Forrester CX Index 2018, little progress has been made in the last few years – brands simply aren’t doing enough to innovate and differentiate themselves …