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Category: Features

Protecting customer data is good business

By Mark Atterby   Posted in Digital Transformation & Technology Features
Posted on July 26, 2018July 26, 2018

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 …

Customer journey maps – From the outside looking in

By Mark Atterby   Posted in Customer Experience Features
Posted on June 21, 2018
customer journey maps

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 …

What does blockchain offer the customer experience?

By Mark Atterby   Posted in Customer Experience Digital Transformation & Technology Features
Posted on February 27, 2018February 27, 2018
Blockchain impacts customer experience

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 …

How creativity and fun drives the success of Cumulus VFX

By Margot Cairnes   Posted in Disrupt the Disrupters Features
Posted on February 21, 2018February 21, 2018

Cumulus VFX is a successful and fast growing visual effects studio, based in Byron Bay, that produces high quality visual effects for film, television and other visual media. Will Gammon, …

Why are Australian business leaders so ill prepared for digital transformation?

By Mark Atterby   Posted in Digital Transformation & Technology Features
Posted on December 14, 2017

The leadership of most Australian business and government organisations lack the competencies to lead their organisations through digital transformation, according to Mark Toomey Executive Chair at Australia’s Digital Leadership Institute. This lack of …

Customer Experience Technology Trends for 2018

By Mark Atterby   Posted in Customer Experience Features
Posted on November 13, 2017
customer experience technology 2018

Technological innovation and digital disruption are dramatically reshaping the way brands are interacting with customers. Terms such as AI, chatbots, machine learning, AR, VR and a host of others have …

Some great Aussie CX innovations may take the world by storm

By Chris Luxford   Posted in Customer Experience Features
Posted on August 15, 2017August 15, 2017

In recent years a number of unique CX innovations have been produced in Australia. Almost all are being developed by small companies led by passionate entrepreneurs trying to solve a …

How Service NSW led the way to customer-centric government

By Mark Atterby   Posted in Customer Experience Features
Posted on August 1, 2017August 16, 2017
customer centric government

Mark Atterby talks to Steve Griffin the architect behind Service NSW, by far the largest and most successful digital transformation / CX project in government. Steve explains how Service NSW …

Business leaders fail to own the customer experience

By Chris Luxford   Posted in Customer Experience Features
Posted on July 20, 2017July 20, 2017
CX Business Alignment

Few organisations, according to a recent report from Altimeter, have a coherent method for aligning customer experience with business strategy. This misalignment is impacting the decisions and investments business leaders …

Using customer data to drive actionable Insights – Part I

By Mark Atterby   Posted in Customer Experience Features
Posted on July 5, 2017July 6, 2017
cx data analytics

The insights gleaned from analysing customer data feeds the design process for creating better customer experiences. Most organisations realise the importance of these insights to improve customer loyalty, reduce costs …

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CX Focus Magazine

CX Focus is for executives who need to understand digital disruption and how it’s reshaping the type of relationships brands have with their customers. By providing the latest news, special reports, case studies, blogs, videos, and a host of other content CX Focus is a forum to explore the key issues around customer experience and digital disruption.

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