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  • Most senior Australian business leaders plan to join the ‘Great Resignation’

    According to a new report released today by KellyOCG, over three quarters of Australian senior executives say they are planning to leave their organisations in the next two years, which is higher than the global average.  The second annual KellyOCG Global Workforce Report – Re:work, surveyed 1,000 senior business leaders across 12 countries to understand the …


  • Don’t confuse digital-first customer experience with digital-only

    As a result of the pandemic, we have seen customers dramatically shift to online channels. These days most customer journeys start online even if they may finish via a physical channel. It’s why Australian businesses are prioritising digital experiences and adopting what’s referred to as a digital-first mindset. Customers expect seamless, fast, and consistent digital …


  • Why Employee Experience is the #1 priority in 2022

    employee experience

    The pandemic has elevated the importance of having engaged and loyal employees. In fact, employee experience (EX) is touted as a top priority by most CX leaders and their organisations in 2022. But like CX, doing EX well and successfully can face a series of significant challenges. Even if organisations are placing EX on the …


  • They Want it Now – The Future of CX

    The #1 trend in CX for 2022, according to recent research by Freshworks, is the need for businesses to adopt a digital-first mindset. Mark Atterby (MA), Editor of CXFocus talks to Ben Pluznyk (BP), Director & Country Manager, ANZ for Freshworks, about this and the other trends covered in the research. The five key trends …


  • Why CX and employee experience (EX) need human empathy

    Perhaps one of the biggest lessons learned through the pandemic is the immense value of human contact and the importance of empathy. When people feel connected to others and understood, their interactions are more meaningful and likely to elicit positive responses. When we consider digital transformation efforts, there is often a focus on the technology …


  • Your CX priorities in 2022 – are they on the money?

    Over the last couple of months various industry pundits, analysts, and vendors have published their lists of CX Trends for 2022 and beyond. A quick search on Google will display a very wide and often conflicting range of customer experience predictions for 2022. During a recent CX Focus webinar Rebecca Wilson facilitated a panel discussion …


  • Interview with contact centre executive and industry leader: Fiona Keough, CEO at Auscontact Association

    For many organisations, their contact centre operations and the people who work in them were at the frontline of supporting customers during the COVID-19 crisis. Customer demands on communication channels and services dramatically increased at the same as people had to work from home.  The Auscontact Association played a critical role in supporting the industry …


  • Are broken brand promises costing you customers?

    If branding is about making promises and setting expectations, customer experience is about keeping them. Unfortunately, according to a recent study by Qualtrics, many Australian brands are failing to live up to expectations. The Qualtrics study surveyed 1000 respondents across Australia and New Zealand where more than half of them (54%) said they have switched …


  • The importance of creating secure customer journeys

    Many people see identity management as a purely security-oriented function, but its role in engagement and customer satisfaction is equally important. It can also offer a significant competitive advantage for brands competing for online customers by providing secure digital customer experiences. The rapid growth in digital channels and the need to offer exceptional digital customer …