Despite the significant investment in collecting and analysing customer data, many organisations struggle to effectively utilise the insights they gather. Simply gathering and analysing customer data isn’t enough. The true power lies in effectively distributing and acting on these insights across the organisation, particularly at the frontline. Equipping frontline employees with the insights, tools, and …
When thinking about customer experience (CX), the mind turns first to how interfaces and interactions relate to paying customers. But businesses can’t serve those customers unless their internal customers – employees, partners, and contractors – have the tools they need to deliver what the business promises. The pressure to deliver on CX is acute among …
The CX Awards, organised by Ashton Media, have been celebrating and recognising outstanding achievements in customer experience (CX) for the past seven years. Ashton has announced the finalists for the 2025, where the winners will be announced at the awards ceremony, March 6, 2025. The primary goal of these awards is to honour and acknowledge …
Australia and New Zealand are no strangers to digital disruption. With pioneers like Afterpay, Xero and Humanitix setting the standard, organisations across all sectors – including banking – face a new reality: customers now expect the same frictionless, intuitive experiences across all their interactions. Falling short isn’t just a misstep—it’s a fast track to losing …
The role of the Chief Customer Officer (CCO) has evolved significantly in recent years, transitioning from a tactical function to a strategic leadership position. CXFocus interviews Michael Dart, the Chief Customer Officer for Energy Queensland about what it takes to be a successful Chief Customer Officer and being at the forefront of driving customer-centricity across …
Peak season offers retailers an opportunity to not only increase sales but also cultivate lasting customer relationships. Balancing the need for short-term sales while building long-term loyalty is a significant challenge for most, if not all, retailers. To maximise the short-term and long-term potential of seasonal customers, retailers must focus on optimising the customer experience …
Artificial intelligence (AI) is increasingly redefining how organisations shape the employee experience (EX). For customer service and support teams in particular, AI presents opportunities to simplify processes, enhance coaching and training, and improve interactions with customers. This can lead to increased employee engagement, reduced turnover, and lower cost to serve. CX leaders globally are optimistic …
For B2B companies and B2C companies alike, the common denominator to delivering a superior customer experience is data, and more specifically, how good a company is at leveraging data to shape its CX. In fact, as critical as CX is to the success of an organization — “Experience is everything,” according PwC — data is …
In today’s competitive landscape, demonstrating the ROI and business impact of CX initiatives is crucial. But it can be challenging to quantify the impact of customer experience on the bottom line. A lot CX initiatives may have long-term benefits that are difficult to quantify in the short term. This can make it challenging to demonstrate …
For organisations catering to the general public with on-site experiences in cultural institutions, shopping precincts, and other tourist attractions, integrating the physical and digital is becoming essential as customer needs and expectations evolve. An acceleration of digital adoption The pandemic accelerated the shift from physical offline experiences towards digital-first interactions. Retail saw an increase in …