The call to “Go digital” has been echoing in boardrooms across the globe. It’s a herald of momentous and ground shaking change with potentially far-reaching consequences. Disruption and innovation caused by the adoption of digital technologies has propelled some companies to meteoric success while contributing to the demise of others Organisations have always relied on …
To compete on customer experience organisations need to understand the type of experiences they are currently creating. To gain greater understanding of how customers view the experiences companies provide, Voice of the Customer (VoC) programs have become increasingly popular. Yet few organisations are able to use the insights gleaned to drive improvements. How many truly …
Margot Cairnes interviews entrepreneur and innovator Nick Curtis AM on how to create a vision for a business that inspires and motivates its people. Nick can be described as a “serial entrepreneur” and market disrupter, whose business interests bridge the divide between the old economy and the new digital economy. Nick’s joint interest in mining …
In recent years a number of unique CX innovations have been produced in Australia. Almost all are being developed by small companies led by passionate entrepreneurs trying to solve a customer experience problem that has frustrated them for years. Our local innovations are impressive but many lack the necessary capital and marketing clout for wide …
Mark Atterby talks to Steve Griffin the architect behind Service NSW, by far the largest and most successful digital transformation / CX project in government. Steve explains how Service NSW overcame the challenges to create a one-stop-shop for government services. In March 2011 the O’Farrell Government was elected in NSW with a key election commitment …
Few organisations, according to a recent report from Altimeter, have a coherent method for aligning customer experience with business strategy. This misalignment is impacting the decisions and investments business leaders are making to improve the customer experience. It also limits their understanding of how CX can contribute to tangible business goals and the overall strategy …
The insights gleaned from analysing customer data feeds the design process for creating better customer experiences. Most organisations realise the importance of these insights to improve customer loyalty, reduce costs and generate sales. Yet the challenge remains – how do brands turn the vast amounts of customer data they collect into actionable insights? Different departments …
Creating an exceptional customer experience requires a pro-active and forward looking approach. Even if you are quick to respond and resolve issues once they are raised, being reactive will inhibit your ability to stand out in the eyes of your customers. What was exceptional service yesterday is now the standard. All your competitors do it …
Your website is often the first experience a customer has of your organisation. A negative experience will tarnish future interactions, driving potential customers into the arms of your competitors. On the other hand, a positive web experience will encourage greater engagement – converting website visitors into paying customers. A substandard web experience stems from placing …
Margot Cairnes interviews Caltex chairman Greig Gailey about the massive changes taking place at Caltex as the world moves to the mass adoption of electric cars. Last year Greig Gailey took the Caltex Board to Silicon Valley so they could be well versed on digital disruption and what to expect in the future. It is …