Last month, professional services firm KPMG published its annual Customer Experience Excellence Report 2019, which surveyed 2503 Australian consumers for their views of the performance of 114 domestic and global brands operating Down Under.  

Personas and empathy mapping are CX tools which share the common goal of helping you to better understand your customers. As the importance of highly personalised and even predictive experiences rises across channels, the ability to leverage these tools is becoming critically important.

Today's students are non-traditional in the sense that they bring a consumer mindset to the higher education system. Given that they are used to a well-honed Customer Experience (CX) which they've already generally discovered in the "real world", they thus expect something more personalised and customised from education institutions.

In other words, students of today expect their experience with universities to match up with the level of service that they receive in the consumer world. But should they? And is it even possible?

What do blood and groceries have in common? Turns out, quite a bit.

I recently had the opportunity to sit in on a media roundtable hosted by Oracle during their 2017 Modern Business Experience (MBX) Conference in Sydney. Among the minds at the table were Janine Wilson, Executive Director Donor Services at Red Cross Australia and Melissa Ross, Head of Digital Experience at Coles Group. Both women shared some incredible insights as well as challenges and experiences moving their organisations along the digital highway all in an effort to improve the customer experience (CX). These are two great organisational examples of not-for-profit and for-profit CX work. Yet even for these highly recognised Australian organisations, navigating a digital roadmap isn’t an easy thing considering the rate of change of today’s technology and the evolving nature of the available channels. But cloud is proving to be the one enabler business can’t live without.

The vast majority of business executives today claim that a critical aspect of their business is Customer Experience delivery (CX). According to Gartner, today 89% of companies surveyed are primarily competing on CX.

If you’ve been keeping tabs on the latest healthcare news, you would be hard pressed to find news that wasn’t about healthcare apps. The rise of healthcare apps are beginning to become a key factor in the development of modern healthcare and customer experience. However, the differences in generational demographics have resulted in a few variations with regard to the adoption of these apps.

More and more businesses are seeing the benefits of creating a greater and more seamless Customer Experience (CX). The success of your business is dependent on customers and even the slightest frustration along a customer experience journey can lead to brand abandonment and have a significant impact on the bottom line. However, when it comes to actually putting customer experience into practice, we start to see some disparities.

It is very well known that you need to be delivering a consistent customer experience if you want the best out of your digital strategy. This means that the digital experience has to be the same for the customer across all devices and channels.

It’s common for businesses to fall into a trap of complacency. They see what works for them and they adopt it for extended periods of time. Adopting a routine keeps things stable, but the business landscape changes more often than not. Therefore, it is necessary to keep track of what’s happening in the world of the customer in order to keep your business relevant.