Australia and New Zealand are no strangers to digital disruption. With pioneers like Afterpay, Xero and Humanitix setting the standard, organisations across all sectors – including banking – face a …
The role of the Chief Customer Officer (CCO) has evolved significantly in recent years, transitioning from a tactical function to a strategic leadership position. CXFocus interviews Michael Dart, the Chief …
Peak season offers retailers an opportunity to not only increase sales but also cultivate lasting customer relationships. Balancing the need for short-term sales while building long-term loyalty is a significant …
Artificial intelligence (AI) is increasingly redefining how organisations shape the employee experience (EX). For customer service and support teams in particular, AI presents opportunities to simplify processes, enhance coaching and …
For B2B companies and B2C companies alike, the common denominator to delivering a superior customer experience is data, and more specifically, how good a company is at leveraging data to …
In today’s competitive landscape, demonstrating the ROI and business impact of CX initiatives is crucial. But it can be challenging to quantify the impact of customer experience on the bottom …
For organisations catering to the general public with on-site experiences in cultural institutions, shopping precincts, and other tourist attractions, integrating the physical and digital is becoming essential as customer needs …
Nespresso has harnessed the power of chatbots to elevate customer interactions and has also employed AI to optimise employee training and knowledge management. Mark Atterby from CXFocus talks to Heather …
For any organisation, the reality is that customers expect seamless, personalised, and frictionless interactions across all channels and touchpoints. Shareholders, on the other hand, demand businesses achieve their objectives to …
Mark Atterby, Editor of CXFocus, recently interviewed Ledi Lapaj, Director Customer Experience Bank-al-Etihad, who is the international keynote speaker for the CX Retreat in October. Ledi explains the customer centric …