Creating your CX team
To have a successful CX team means bringing onboard and engaging the right people in the right roles. Who exactly those right people are, will depend on the organisation, where …
What every leader needs to know about cyber security
Cyber security initiatives are an excellent opportunity for CX teams to deliver even more secure, trusted and enjoyable customer experiences. Greg Bell, the U.S. leader at KPMG Cyber, explains, “In …
Why successful digital transformation depends on understanding the customer journey
Successful digital transformation can prove to be elusive for business leaders who do not have a holistic view of their business and the customer journey. This may prove to particularly …
Serving a community in crisis
Two years ago, the Salvos Stores embarked upon their customer experience journey by deciding to put their customers and the communities they serve at the heart of everything they do. …
What makes today’s consumers tick? Behavioural Economics can explain
A seismic shift in consumer behaviour and emotions is currently occurring. The events of 2020 will permanently alter people’s beliefs, experiences and feelings. Deeply ingrained consumer behaviours and habits have …
CX Day Australia 2020: Customer Empathy critical for CX Success during COVID
An outstanding array of Australian CX thought leaders gathered on the 6th October to share stories on how their teams met the challenges of the COVID pandemic. Though each story …
Seven Email Marketing Tips for Improved Customer Experience
It is common sense that a well-placed email marketing campaign gets a lot of engagements and sales. The problem is, a lot of companies focus on user acquisition and not …
Cybersecurity: CX Threat or Opportunity
The increased pace of digital transformation, due to the COVID pandemic, has drastically changed the cybersecurity landscape. The potential impact of these changes and their ramifications for CX are significant. …
Five tips to obtaining qualitative customer feedback
You get the best insight into your business from your customers. They’re the ones who are experiencing everything firsthand. Your clients use your website, speak with your employees, and use …
Brand Experience vs Customer Experience: What’s the difference?
The difference between Brand Experience (BX) and Customer Experience (CX) is often unclear and confusing. Each has a role to play in the reputation and success of your business. They …