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 how can digital marketers, content creators and creative designers, leverage this evolving technology responsibly? The canvas of possibilities with AI is constantly expanding. Imagine waving …
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 and services. This is critical to stay a step ahead of competitors and deliver superior customer service. Data is critical at every organisational level. It …
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 drive value. What is your proudest moment of your CX career so far? Colin Shaw: Probably the fact that my company has just won the award …
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 senior executives and other stakeholders in the organisation of why CX should be a strategic priority. There are numerous articles and reports available that tell …
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 recent survey from Sprout Strategy highlights what Australian employees are feeling and what CX leaders need to do to maintain a positive employee experience. Considerable …
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. Employees are being given access to tools from anywhere via any device, to encourage collaboration and productivity across an organisation’s communications network, be that between …
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. To deliver these experiences the retail sector is planning to make extensive us of IoT (Internet of Things) and AR (Augmented Reality). The report found …
It seems common sense that if you let someone down or fail to deliver what you have promised, you need to apologise.