The term “channel-less commerce” can mislead. How, after all, might one engage in commerce without some sort of channel to connect sellers to buyers? Channel-less commerce means quite the opposite. …
The Australian banking sector is at a crossroads. Industry consolidation and rising competition are pushing banks to innovate, but outdated technology continues to hold them back. Banks with traditional digital …
From automating mundane tasks to creating hyper-personalised experiences, AI is leaving a mark on every pixel and click. But what does this mean for the future of digital marketing, and …
For many Australian businesses, harnessing data is the key to anticipating customer needs and market shifts, uncovering hidden trends and having the intelligence to know when to develop new products …
Article by Olivia Powell, article first published by CX Network Founder and CEO of Beyond Philosophy, Colin Shaw, on how to understand the difference between what customers say and what will …
Experience management leaders need to go beyond offering simple ROI and financial metrics to justify and validate the value of their customer and employee experience initiatives. They need to convince …
In the wake of the changes wrought by the COVID crisis and social distancing measures such as working from home, maintaining positive employee experience is more important than ever. A …
Giving employees collaboration tools via the cloud and unified communications (UC) to create better customer experiences (among other critical objectives) is smart business … and Australian business leaders know it. …
A new report from Boston Retail Group in the US claims that retail customers want highly personalised experiences whether that’s online, via their mobile phone or in the physical outlet. …
It seems common sense that if you let someone down or fail to deliver what you have promised, you need to apologise.