There are three things that can make or break an online shopping experience for Australian consumers according to recent research. They are slow delivery times, poor protection of personal payment …
If Australian retailers want to thrive and survive in today’s ecommerce environment, according to recent research, they must embrace digital experimentation to drive changes online and in physical stores. The …
Trust is a critical component in the evolution of CX, particularly in a world and consumer landscape ravaged by the impact of COVID 19. Without trust, it’s almost impossible to …
Volkswagen Group Australia’s obsession with improving the customer experience and making life easier for customers, has placed the company in the top spot for brand loyalty in the Australian automotive …
Collecting and analysing customer feedback, typically via some form of survey, is at the core of most customer experience initiatives. Survey fatigue, where customers become bored, frustrated or annoyed at …
Yarra Valley Water won “Customer Experience Team of the Year” at the Ashton Media Customer Experience Awards 2020. In this interview, Dr Anna Lorenzetto talks about Yarra Valley Water’s CX …
These days marketing and customer experience are all about data. Having sufficient, accurate data to draw insights from and support critical decisions that help grow the business. Most organisations, however, …
Many local councils across Australia have started their CX and digital transformation journeys. They are all at different stages of their journey, have different objectives and have greatly differing requirements …
This article was originally published on managingcx,com. Cyber security affects nearly every touchpoint in a customer’s journey. For example, customers may unwittingly share sensitive information by filling out a form …
Information about market trends are everywhere, but by the time conventional media reports, it is usually out of date. The reason is that the most up-to-date insights on consumer trends …