By applying the principles of behavioural economics, organisations can greatly improve the effectiveness of their Customer Experience (CX) strategy. As well as providing deeper insights into consumer behaviour, behavioural economics …
At the beginning of 2020 New Zealand’s Contact Energy appointed Tighe Wall as Chief Digital Officer, to take charge of their digital transformation journey. CXFocus editor Mark Atterby, talks to …
This article was originally published on the Sprout Strategy website. Telling stories is an essential part of being human. Stories let us communicate and share ideas in a way that …
The start of the new decade has been challenging to say the least. The stress, anxiety, and uncertainty of events in 2020 have forced a heavy and transformative hand on …
Covid-19 was an unexpected turn for the whole world. Right from the businesses to events to day-to-day life, everything came to a halt. Apart from showing how vulnerable and co-dependent …
Jim Katzman, Principal, CX Strategy & Enablement at InMoment Measuring a customer experience (CX) program’s business value can take many forms. However, we’re seeing more of these programs zero in …
Digital Interactions are being considered as the first step towards digital transformation. Also, at present, utilising technology to boost customer experience has gained tremendous value, making it mandatory for brands to …
The impact of COVID has made most organisations re-evaluate how they manage their employees. In response to lock down restrictions and the need to keep people safe companies had to …
This article was originally published on Gartner’s blog. Published on CXFocus with permission. Many companies have embraced the concept of customer experience (CX), but relatively few organisations have achieved mature, …
In recent years we have seen the range of devices and physical objects connected to the Internet grow exponentially. The information and data collected by IoT (Internet of Things) devices …