Over the last few years, the role of experience and insights professionals and the associated skills required, has evolved dramatically. Sprout Strategy’s new report, Australian State of Experience & Insights Leadership Report 2021 – 2022, looks at how these roles are evolving and what it means for these roles in the future. The research with …
A subsidiary of Energy Queensland, Ergon distributes electricity to 746,000 customers across most of Queensland. Ergon manages customers across regional and remote areas of the state, from Cape York in the North all the way down to Dalby in southwestern Queensland. Most of Ergon’s customers are households, but they also cover small-to-medium businesses, commercial enterprises …
Zoom2u was founded in 2014 to provide Australians with a better delivery experience. The pandemic created a massive surge for their service due to the growth in ecommerce and home delivery. Steve Orenstein, founder and CEO, explains how Zoom2u coped with the rapid growth, while transferring staff to work remotely yet still maintaining exceptional delivery …
Experience management leaders need to go beyond offering simple ROI and financial metrics to justify and validate the value of their customer and employee experience initiatives. They need to convince senior executives and other stakeholders in the organisation of why CX should be a strategic priority. There are numerous articles and reports available that tell …
Discussion with Jarvous Freeman, leading US authority on CX and contact center optimization, on how to leverage the contact center to create lifelong customers. Freeman has spent his entire career in this space and has seen it all. Name the largest enterprise contact centers, and he’s probably run them. Contact center optimization is his passion. …
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 …
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 …
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 …
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 …
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 …