How to Ensure WFH Buoys Customer Experience
A few years back, nobody would have believed that employees will be working from home (WFH) to the extent that 61% of employees will want it to be the norm. …
The Omni-channel Experience: Strategy versus buzzword
An omni-channel experience is about providing a seamless experience across all service and communication channels. Regardless of how or when or how often a customer wants to interact with a …
How can SaaS vendors provide maximum value for their customers
New customer logos may be the lifeblood of top-line revenue growth and the focus of sales and marketing teams. But renewals have emerged in the last few years as a …
Is creating a great employee experience a waste of time and money?
Organisations that understand the link between happy engaged employees and happy engaged customers will exceed in the experience economy. Yet Customer Experience (CX) and Employee Experience (EX) strategies are often …
Airlines and government information hotlines fail to meet the needs of up to one in three callers
COVID-19 transformed the way we work across industries and the call centre environment is no exception. In fact, call centre agents became the critical front liners of many organisations. They …
How CX will help the travel and tourism industries recover from COVID
The travel, hospitality and tourism industries have been hit hard by the COVID 19 pandemic. These industries are expected to rebound slowly as the world emerges from the crisis and …
Too much customer data not enough insights
Today we are very fortunate. Customer data and feedback is everywhere! There’re a gazillion tools to help you collect it, summarise it and report on it. What is lacking, however, …
Where does the customer journey end?
From Telstra Enterprise. End-to-end customer experience is the journey a customer takes from their initial thoughts or considerations to the actual purchase of a product. But the journey doesn’t end …
How passive voice biometrics can reduce call handling time
Customer-focused organisations know that trust and brand loyalty is built through consistent, high-quality, multi-channel branded experiences. But the reality is, many organisations struggle to provide consistent experiences across all channels. …
Teaching the machine to serve our customers
In recent years the customer experience landscape has seen the emergence of chatbots, virtual digital assistants, and AI. By automating repetitive tasks these tools have saved costs, allowing humans to …