Over the last decade numerous technology vendors have hitched their wagons to the term Customer Experience Management (CEM or CXM). As a software or technology category the term is fairly elastic. It can mean many different things to many different people. Deciding which technology is best for your CX initiative can be a mammoth and …
When was the last time you were really impressed by a brand’s customer service team? Was it because they resolved a problem quickly or was it because they do something above and beyond what you expected? For most companies, customer service tends to be a reactive and passive response to enquiries and complaints. Reacting to …
For many customer support teams, volume has skyrocketed over the past few weeks, making it harder to answer questions at scale. And though automation has always been an incredibly useful tool for support teams prior to this year, COVID-19 has made it an almost mandatory solution for teams to get back on top of demand. …
In the wake of the changes wrought by the COVID crisis and social distancing measures such as working from home, maintaining positive employee experience is more important than ever. A recent survey from Sprout Strategy highlights what Australian employees are feeling and what CX leaders need to do to maintain a positive employee experience. Considerable …
Staying in touch with what customers and employees are saying about their experiences with brands has never been more important than now. The pandemic and need for social distance is having a dramatic impact on customer sentiment and what people expect from the brands they interact with. In normal circumstances, consumers have a wide range …
In 2003 there were fewer than 30 CCOs in the world. By 2010 there were 450 executives worldwide with the title. Now there’s 10s of 1000s scattered across the globe working in almost every industry sector. What is the career background of these new executives and what skills and attributes are required for them to …
Jo Kelly, Chief Customer Officer for Good2Give, explains how great employee experiences create great customer experiences. Good2Give is a digital platform that facilitates charitable giving between corporations and charities. Good2Give’s customers are segmented into three levels of corporate clients, donors, and charities. They help companies run their workplace giving programs, manage employee donations and provide …
Research tells us that most companies who spend more time listening and responding to customer feedback grow faster than companies that don’t. However, drawing a line to connect actions based on customer feedback to financial performance is a significant challenge. In the broadest sense CX data refers to data and information an organisation collects about …
In her role as Head of Customer Experience for FairVine Super, Rachel Hamlen believes it is vital to have a growth mindset and to always be prepared to learn something new. She says, “As soon as you stop learning you stop growing, you become a dinosaur. Rather than saying I can’t do that, I don’t …
How do the basic principles of customer experience stand-up when consumers and employees are going through a period of crisis? Will brands who excel at it have a better chance of survival than those that don’t? In Australia and across the globe, people are extremely anxious as the spread of Covid 19 escalates. They’re worried …