Personalisation has become an important aspect of creating a great customer experience. Customers now expect seamless personalised experiences when dealing with their bank and if they aren’t satisfied with their …
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. …
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 …
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 …
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 …
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 …
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 …
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, …
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 …
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. …