Marketing takes the lead
Marketing has stepped up to take a greater role in leading CX initiatives across the enterprise, according to recent research from Salesforce. Though CX encompasses much more than marketing, marketers …
Is anyone reading this? Or is it just content marketing noise
Marketers are now producing more content than ever before. They have their blogs and social media channels pumping out press releases, articles and posts on a weekly, daily and in …
Retailers utilise IoT to create highly personalised CX
A new report from Boston Retail Group in the US claims that retail customers want highly personalised experiences whether that’s online, via their mobile phone or in the physical outlet. …
Winning customers back with an honest apology
It seems common sense that if you let someone down or fail to deliver what you have promised, you need to apologise.
Are your CX initiatives failing?
Research from Forrester shows that most CX initiatives were stalled in 2018. The outlook for 2019 maybe worse. Organisations are faltering in terms of improving CX quality. Forrester predicts in …
Essential Energy powers up its commitment to customers
Essential Energy is one of Australia’s largest electricity distribution networks, supplying power to 95 per cent of New South Wales (NSW) and parts of Southern Queensland. In the past, it …
The Never Ending Quest for Talent
You might have the right CX strategy, the right products and services, the right technology and infrastructure yet without the right people your future will be uncertain at best. Organisations …
How to overcome ‘Shiny iPad Syndrome’
Don’t spend $2million on a new app without knowing what your customer truly wants. Far from a new app, what customers want are for organisations to fulfill the promises they made …
Curiosity, Innovation and the Customer Experience
Curiosity is a basic human instinct. The desire to gain new information and experiences has led to numerous breakthrough discoveries and inventions. If fostered in the workplace it drives innovation …
Customer churn is too painful to ignore
Customer churn is costing business billions per year. In Australia, businesses lose on average between 6-8 percent of their customers each year. Utilities and telecommunications sectors take the biggest beating …