Customers want personalised services tailored to their individual needs and expectations. However, according to research from Twilio, consumers don’t trust brands to keep their personal data secure and to use it responsibly. …
COVID-19 has accelerated the rise of the ‘conscious consumer’ — a person who spends money with a brand that supports their values. These consumers are making brands more aware of …
There’s a tendency to frame CX problems or digital transformation challenges in strictly technical terms. Organisations have thrown vast amounts of money at technology to solve a problem. Most, if …
According to a new report released today by KellyOCG, over three quarters of Australian senior executives say they are planning to leave their organisations in the next two years, which …
As a result of the pandemic, we have seen customers dramatically shift to online channels. These days most customer journeys start online even if they may finish via a physical …
The pandemic has elevated the importance of having engaged and loyal employees. In fact, employee experience (EX) is touted as a top priority by most CX leaders and their organisations …
The #1 trend in CX for 2022, according to recent research by Freshworks, is the need for businesses to adopt a digital-first mindset. Mark Atterby (MA), Editor of CXFocus talks …
Perhaps one of the biggest lessons learned through the pandemic is the immense value of human contact and the importance of empathy. When people feel connected to others and understood, …
Over the last couple of months various industry pundits, analysts, and vendors have published their lists of CX Trends for 2022 and beyond. A quick search on Google will display …
For many organisations, their contact centre operations and the people who work in them were at the frontline of supporting customers during the COVID-19 crisis. Customer demands on communication channels …