3 Key Lessons From Australia's CX Leaders

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.  

Topics: Customer experience customer centric CX Articles & Insights

CX Toolkit: The Difference Between Personas and Empathy Mapping and How to Combine Them

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.

Topics: Customer experience customer centric journey map Voice of Customer customer journey maps CX Articles & Insights customer journey

Add to Cart: The Importance of CX in Higher Education

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?

Topics: Customer experience customer centric journey map CX Articles & Insights

CX: The Life Blood of Today's Organisations

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.

Topics: Customer experience customer centric CX Articles & Insights

'Voice of Customer' & Its Importance In Customer Experience Delivery

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.

Topics: customer centric CX VoC Voice of Customer

Healthcare Apps Improving Customer Experience with New Tech

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.

Topics: customer centric CX mobile

Service Design: A Customer Experience Discipline Not to be Missed

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.

Topics: Customer experience customer centric customer service

Optimise Your Organization’s Digital & Mobile Customer Experience

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.

Topics: Customer experience customer centric digital transformation

3 Factors That Affect Customer Experience Testing

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.

Topics: Customer experience customer centric CX journey map

New Findings Into Customer Experience in Australia & New Zealand

Why are consumers saying their customer experiences have worsened?

There is a significant focus in many businesses around customer experience and customer retention. Yet consumers say that they still have trouble connecting to a representative who can help them. Many consumers are walking away from businesses who deliver poor service. in fact, recent research show that up to 90% of consumers in Australia and New Zealand have done so in the past 12 months.

Topics: Customer experience customer centric customer service mobile

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