The following article is based on a recent Industry Report, “How great content engages your customers early in their buyer journey”, published by CXFocus. Initiating early engagement with customers serves …
Product development is a complex journey filled with various risks that can pose challenges for businesses. From design flaws and functionality issues to concerns about market viability, these risks can …
Emotions play a crucial role in the behaviour and purchasing decisions of consumers. When customers form emotional connections with your brand, it bolsters feelings of loyalty and engagement with the …
As Australian organisations struggle to compete in an increasingly complex and dynamic business landscape, the BPO (Business Process Outsourcing) industry is uniquely positioned to help. But the industry needs to …
Australia’s largest independently owned and fastest-growing telco, MATE, has incorporated the Australian cultural idiom of mateship in the way it treats employees as well as customers. Embodying a code of …
Linking the voice of the employee (VoE) with the voice of the customer (VoC) can create a holistic view of an organisation’s performance. For a number of leading organisations this …
In today’s hyper-competitive business landscape, AI has emerged as a critical component of a successful CX strategy. By leveraging AI, businesses can expect to enhance customer satisfaction, streamline operations, and …
The beating heart of every insurance company on the planet is indisputably its contact centre. That’s where hard-working agents handle enquiries, renew policies, process claims and collectively determine how the …
The efforts many retailers have made to enhance and personalise the online shopping experience maybe missing the mark with Australian consumers. New research from Power Retail has shown that 69% …
In today’s experience economy, consumers want more personalisation in their interactions with brands. Organisations that provide it will see a direct impact on their business performance. About 80% of consumers worldwide …