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  • The foundations of a modern data-driven organisation

    Customer 360 is essential to connecting with customers As many of us know only too well, key to knowing our customers is listening to them, connecting with them both directly and indirectly, through an ever-increasing number of communication channels.  Keeping ahead of today’s connected consumer is a complex business. It involves combining disparate but connected …


  • Business-to-Business Customer Experience

    B2B (Business-to-Business) customer experience receives less attention than its B2C counterpart and can often struggle for attention against other corporate priorities. B2B brands who embrace CX, however, can seize the opportunity to make more revenue and profits. Paul Robertson, Marketing Director at Inspectorio, believes creating positive customer experiences in a B2B context can be more …


  • Bendigo and Adelaide Bank aims to become Australia’s bank of choice

    The Bendigo and Adelaide bank wants to become the bank of choice for Australia within the next five years. Megan Papadopoulos, head of consumer connection, explains how their Customer Experience (CX) and digital transformation strategy is critical to the bank achieving its goals. The bank was formed by the merger of Bendigo Bank and Adelaide …


  • How to engage customers early in their journey with content

    Content plays a pivotal role in the digital experiences of customers. Every web page, blog post, tweet, explainer video, ebook, or podcast is an opportunity to create a meaningful brand experience. A customer’s journey may start by reading a snippet of information in a search engine query and continue until the customer is reading a …


  • Boosting customer loyalty through personalised banking experiences

    Personalisation has become an important aspect of creating a great customer experience. Customers now expect seamless personalised experiences when dealing with their bank and if they aren’t satisfied with their current institution, an alternative provider is only a click away. The move to greater personalised experiences has gained momentum during COVID.  Banks are looking to …


  • How to Ensure WFH Buoys Customer Experience

    A few years back, nobody would have believed that employees will be working from home (WFH) to the extent that 61% of employees will want it to be the norm. But then, nobody also foresaw the COVID-19 pandemic that almost crumbled the world’s economy. The situation was so critical and drastic measures had to be …


  • The Omni-channel Experience: Strategy versus buzzword

    An omni-channel experience is about providing a seamless experience across all service and communication channels. Regardless of how or when or how often a customer wants to interact with a brand, they can. Over the years, however, omni-channel has become an over-used buzzword employed by vendors to sell technology and software. Rather than a strategy …


  • How can SaaS vendors provide maximum value for their customers

    New customer logos may be the lifeblood of top-line revenue growth and the focus of sales and marketing teams. But renewals have emerged in the last few years as a key growth driver for SaaS companies. A recent McKinsey study indicated that existing customers can drive between a third and a half of new revenue …


  • Is creating a great employee experience a waste of time and money?

    Customer Experience and Employee Experience

    Organisations that understand the link between happy engaged employees and happy engaged customers will exceed in the experience economy. Yet Customer Experience (CX) and Employee Experience (EX) strategies are often not aligned to the detriment of both employees and customers. Forrester defines EX in the context of how positively employees perceive the organisation’s environment, culture, …