CSM can become a game-changing strategy that turns customers into strong promoters. And yet, it is sometimes still shrouded in confusion and misconception, with businesses failing to see its strategic …
Rania Wannous, the Chief Customer Officer at the New South Wales Telco Authority, leads the customer experience, partnerships, communications and stakeholder engagement functions at the authority. As customer advocate, Rania …
The BPO industry emerged and grew over the 80s, 90’s and 2000s primarily as a means for organisations to reduce costs through labour arbitrage. Contact centres and customer service were …
Australian businesses are starting to get the message when it comes to ‘customer experience’. Delivering consistently outstanding CX calls for ongoing, company-wide commitment and collaboration. Having passed the point of …
Becoming a ‘for purpose’ or purpose-led business can elevate your brand above your competitors in the mind of the conscious consumer. But not all conscious consumers are the same. Some consumers …
Demographics, fluctuating economics, and consumer preferences are changing rapidly, and keeping up with customer demands is becoming more challenging. Including rising incomes, middle-class bulges, ageing populations, and next-generation millennials that …
I have an obsession with the digital experience space, both at a global level as well as what’s happening in my own backyard. One thing that has become absolutely clear …
Amidst continued economic concerns combined with some recent very high-profile privacy and data breaches, Australian consumers have grown increasingly suspicious of businesses’ and governments’ ability to remain ethical and protect …
Banks and other financial institutions that focus on personalisation, innovation and trust, are more capable of meeting the ever-increasing expectations of their customers. According to recent research by FT Longitude …
Providing citizens with fast and efficient access to information and government services is seen as a priority for most federal and state departments as well as local governments across Australia. …