The success of many customer experience projects has been limited due to a range of very complex challenges and problems. “Design thinking”, with its capacity to harness the creativity and …
Customer experience has become a top priority for most organisations. Yet brands struggle to execute on their CX vision. Changing customer expectations and the impact of digital disruption are constantly …
Personalisation is key to engaging consumers on mobile devices, according to research from Sinch. Yet most brands are not leveraging the data they need to offer the personalised experiences that …
Organisations that understand the link between happy engaged employees and happy engaged customers will exceed in the experience economy. Successful EX (Employee Experience) equals successful CX. Yet these strategies are …
Leading trends for Digital Experience in 2020 The range of digital touchpoints available for customers continues to expand. Brands must learn how to create engaging experiences at each touchpoint and …
Customers today are used to self-service experiences and expect instant answers to almost all queries. Some customers do their research before contacting you, others are less prepared but still expect …
In the past a brand’s reputation and success was built on the quality of its products and its ability to communicate its marketing message to a mass audience. These days …
Technology is dramatically reshaping the role of the contact centre and the tasks performed by contact centre agents. What will the contact centre of tomorrow look like? And what will …
In the last 2 years, Australian Red Cross has redefined itself by becoming a customer centric organisation. Katrina Harrison, their Head of Customer Experience, explains the journey the organisation has …
In the experience economy, great products and services are no longer enough to keep customers loyal. Best-run businesses know that feelings matter and brands live or die by the experiences …