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 …
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 …
When you interact with a company’s customer service, would you rather the person you’re dealing with help with your inquiry, or spend time fumbling with systems and tasks? If you’re like me, I want to get my problem or question handled correctly first go and be provided a solution that gives me satisfaction and closure. …
Over 20% of the world’s population has a disability, that’s one in five individuals. The combined Australian spending power of people with disabilities is AU$54million a year. Combine this with the fact that we’re all living longer, increasing the incidence and definitions of disability. The power of the Purple Pound is on the rise. For …
AI (Artificial Intelligence) is currently reshaping the customer experience. It is being used in a range of contexts to provide intelligent, convenient and informed customer service. AI’s biggest opportunity, however, is in terms of customer data and analytics. It can make you a lot smarter about what’s happening with your business and customers AI enabled …
You might have the right CX strategy, the right products and services, the right technology and infrastructure yet without the right people your future will be uncertain at best. Organisations need to adapt their ‘customer experience’ strategies in line with sweeping changes to the talent marketplace. Their future may depend on it. Different generations have …
Innovation and developing disruptive strategies dominate business discussions these days. The reason ‘why’ is clear. The ‘how-to’ is not. Indeed, it’s risky business getting it wrong. Rather than creating value for customers through innovation, many organisations end up playing a repetitive game of ‘me to’ with competitors that leads nowhere. Innovation means change. It’s about …
An outsourcing contract is like a marriage contract. It doesn’t necessarily define the success of the relationship, but it does go a long way in facilitating it. And like a marriage the relationship should be allowed to grow and evolve over time. Outsourcing deals are becoming more and more complex and dynamic, requiring effective governance …
A strong employer brand encourages recruitment of quality talent and builds effective employee engagement and employee retention. Engaged and committed employees are the vital ingredient in creating quality customer experiences. The term “employer brand” came about during the mid 90’s. It now covers a range of strategies and activities to enhance the reputation of an …
Many business leaders look to use CX programmes to strategically improve operations – companies are investing more today than ever before on customer service and customer experience. But why are CX programmes failing, and what can business leaders like yourself do about it? Here are four common pitfalls to avoid as you develop and execute …