Over the years, VoC (Voice-of-the-Customer) methodologies have undergone a remarkable transformation, evolving from traditional surveys to dynamic, multi/omni-channel programs powered by cutting-edge technologies. VoC programs have become critical for understanding customers, anticipating their needs, and driving successful business decisions. Voice of Customer (VoC) strategies serve as the cornerstone for businesses aiming to create exceptional customer …
The importance of customer experience stands out as a key element influencing the future of New Zealand’s dynamic financial landscape. Leading banks are adopting innovative approaches to cultivating lifelong relationships as they continue to compete for customer attention. The introduction of 365-day payments in the nation’s banking system is one recent development that highlights this …
When organisations think about their most valuable assets, two are always at the top of the list: trust and data. Without trust, customers will simply not buy your product or service. This is why the Harvard Business Review noted, “If you’re selling a product, you’re now selling trust.” A significant element of how trust is …
Airtasker is a Sydney-based Australian company founded in 2011. Their platform connects people in need of assistance with individuals willing to lend a hand. Over 1.5 million jobs and tasks are handled by the platform each year. Airtasker has established itself as a trusted name in Australia. Recently, the company rebranded as it set its …
Digital transformation is the strategic use of technology to reshape business processes, operations, and customer interactions. When effectively implemented, digital transformation can significantly support your CX strategy by providing seamless, personalised, and efficient experiences. However, there are significant challenges to doing this successfully. Jane Tyzack, Founder and Managing Director of Change Playbook, describes the relationship …
In an era defined by fast-paced living and the omnipresence of smartphones, our lives have become a series of micro-moments. These fleeting instances, where people turn to their mobile devices for quick answers or solutions, are shaping the way consumers interact with technology and the brands they do business with. Micro-moments are brief yet critical …
The role of Chief Customer Officer (CCO) has evolved to become a crucial component of organisational strategy. CCOs are now at the forefront of driving business growth by championing customer-centric initiatives, fostering brand loyalty, and leveraging data-driven insights. Traditionally, companies were structured with a strong focus on sales, marketing, and product development. While these functions …
With the rapid advance of AI impacting how businesses operate, organisations are starting to appoint heads of AI and Chief AI Officers (CAIO). Let’s dive into the responsibilities of these new roles,and look at what industries are starting to employ them. A CAIO is responsible for formulating and executing an AI strategy aligned with the …
Imagine calling a customer support hotline, and the representative knows your name, understands your previous interactions with the company, and can offer solutions tailored to your specific needs. This level of personalisation is made possible through Knowledge Management (KM). By centralising customer data and interactions, companies can ensure that every touchpoint with a customer is …
Prominent Australian brands like Qantas, Coles and Woolworths have recently faced a storm of criticism with consumers questioning their priorities. While these companies rake in substantial profits, many Australians grapple with the burden of soaring living costs. Do Australian corporations genuinely care about customer experience, or are they more focused on maximising their gains at …
