Product development is a complex journey filled with various risks that can pose challenges for businesses. From design flaws and functionality issues to concerns about market viability, these risks can lead to costly delays, unhappy customers, and damage to a company’s reputation. It’s crucial for businesses to understand and tackle these risks head-on to ensure …
Emotions play a crucial role in the behaviour and purchasing decisions of consumers. When customers form emotional connections with your brand, it bolsters feelings of loyalty and engagement with the brand. But building these positive emotional connections is a significant challenge. Understanding customers’ emotions, feelings and sentiments towards your brand and the ability to positively …
As Australian organisations struggle to compete in an increasingly complex and dynamic business landscape, the BPO (Business Process Outsourcing) industry is uniquely positioned to help. But the industry needs to go beyond its traditional value propositions around labour arbitrage and cost-cutting to help Australian businesses succeed. Mark Atterby, Editor of CXFocus talks to Ryan Rayner, …
Australia’s largest independently owned and fastest-growing telco, MATE, has incorporated the Australian cultural idiom of mateship in the way it treats employees as well as customers. Embodying a code of conduct that emphasises equality, loyalty, and friendship, mateship is embedded in Australian history and culture. From its founding in 2016 the company now has over …
Linking the voice of the employee (VoE) with the voice of the customer (VoC) can create a holistic view of an organisation’s performance. For a number of leading organisations this has proven to be a game-changer for their CX strategy and business. VoE refers to the collective opinions, ideas, and feedback of employees within …
In today’s hyper-competitive business landscape, AI has emerged as a critical component of a successful CX strategy. By leveraging AI, businesses can expect to enhance customer satisfaction, streamline operations, and unlock new avenues for business growth. But how much should brands invest in AI and in what areas of their business should they be focusing …
The beating heart of every insurance company on the planet is indisputably its contact centre. That’s where hard-working agents handle enquiries, renew policies, process claims and collectively determine how the public face of their organisation looks and sounds. To say insurance contact centres have been up against it in recent years is something of an …
The efforts many retailers have made to enhance and personalise the online shopping experience maybe missing the mark with Australian consumers. New research from Power Retail has shown that 69% of shoppers feel that personalised suggestions and pop-up recommendations don’t influence their overall purchases. Each month Power Retail produce their monthly Trajectory report drawn from …
In today’s experience economy, consumers want more personalisation in their interactions with brands. Organisations that provide it will see a direct impact on their business performance. About 80% of consumers worldwide say they’d recommend and purchase more, more often, from companies that consistently personalise the customer experience. And more than half are willing to pay a …
Navy Health is a not-for-profit private health insurance provider for the Australian Defence Force community. Delivering an exceptional experience for members is core to its vision as an organisation and their long-term future. Lauren Reid is the Chief Customer Officer for Navy Health. CXFocus Editor, Mark Atterby, talks to Lauren about her career and her …