Perhaps one of the biggest lessons learned through the pandemic is the immense value of human contact and the importance of empathy. When people feel connected to others and understood, their interactions are more meaningful and likely to elicit positive responses. When we consider digital transformation efforts, there is often a focus on the technology …
Over the last couple of months various industry pundits, analysts, and vendors have published their lists of CX Trends for 2022 and beyond. A quick search on Google will display a very wide and often conflicting range of customer experience predictions for 2022. During a recent CX Focus webinar Rebecca Wilson facilitated a panel discussion …
For many organisations, their contact centre operations and the people who work in them were at the frontline of supporting customers during the COVID-19 crisis. Customer demands on communication channels and services dramatically increased at the same as people had to work from home. The Auscontact Association played a critical role in supporting the industry …
If branding is about making promises and setting expectations, customer experience is about keeping them. Unfortunately, according to a recent study by Qualtrics, many Australian brands are failing to live up to expectations. The Qualtrics study surveyed 1000 respondents across Australia and New Zealand where more than half of them (54%) said they have switched …
Many people see identity management as a purely security-oriented function, but its role in engagement and customer satisfaction is equally important. It can also offer a significant competitive advantage for brands competing for online customers by providing secure digital customer experiences. The rapid growth in digital channels and the need to offer exceptional digital customer …
Digital technology is vital to be able to provide personalised customer experiences at scale and in a way that is economically viable. Yet, digital transformation can appear disconnected from human experiences and build barriers between customers and the brand. We’ve seen the rise of chatbots, AI and increased automation matched with the rapid shift to …
The retail landscape is significantly challenged today. With supply chain issues impacting on stock levels, increasing volumes of returns and increased customer expectations in relation to online deliveries – local brands will have a hard time in satisfying customers in 2022. As a result, retailers will find that they quickly need to adopt new systems …
Article by Chanice Henry, article first published by CX Network Ayelet Mendel-Girin, general head of customer experience at Humm Group, discusses the art of emotional engagement when building loyalty winning self-service channels and employee experiences. Since starting her career as a traditional market researcher, Mendel-Girin has seen the scope of the role expand significantly to …
Article by Olivia Powell, article first published by CX Network Founder and CEO of Beyond Philosophy, Colin Shaw, on how to understand the difference between what customers say and what will drive value. What is your proudest moment of your CX career so far? Colin Shaw: Probably the fact that my company has just won the award …
The unexpected or apparently random discovery of a new product, according to recent research, can have a major and positive impact on the customer experience. When customers unexpectedly discover something new that they like, their enjoyment and satisfaction of a particular product or service will be greatly enhanced. Recent research by the University of …