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.
by Stefan Kostarelis, on Nov 4, 2019 9:22:07 AM
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.
by Brad Arsenault, on Oct 17, 2019 4:11:11 PM
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.
by Brad Arsenault, on Jun 5, 2017 2:49:02 PM
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?
by Brad Arsenault, on May 12, 2017 10:01:07 AM
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.
by Brad Arsenault, on Jan 11, 2017 5:02:05 PM
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.
by Brad Arsenault, on Dec 13, 2016 1:21:37 PM
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.
by Brad Arsenault, on Sep 26, 2016 5:23:41 PM
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.
by Brad Arsenault, on Sep 16, 2016 2:58:40 PM
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.
by Brad Arsenault, on Sep 6, 2016 10:00:39 AM
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.
by Brad Arsenault, on Sep 2, 2016 3:00:57 PM
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.
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