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 …
In the past good security practices were low on an organisation’s list of priorities. Recent scandals and revelations concerning cyber-crime have made data security and privacy a top priority for governments and industry regulators. Companies that are slack with data security now face significant risks and repercussions. However, the opportunity also exists to turn data …
Do your customer journey maps truly represent your customer’s experience or your own assumptions on what your customer’s experience? For journey maps to be effective, brands need to deploy in depth qualitative techniques that offer true insight into the customer’s experience. Customer journey mapping has become a critical component in redesigning the customer experience. Yet, …
In terms of managing, sharing and accessing information and data via the Internet, blockchain delivers trust, transparency, as well as greater speed and efficiency. Famous for the rise of cryptocurrencies such as Bitcoing and Ripple, many predict that blockchain will have a more dramatic impact on the customer experience and revolutionise the way business is …