Cyber security initiatives are an excellent opportunity for CX teams to deliver even more secure, trusted and enjoyable customer experiences. Greg Bell, the U.S. leader at KPMG Cyber, explains, “In too many industries, information security is still seen as a technology risk to be minimised instead of a business issue to be optimised.” Cyber security involves …
Successful digital transformation can prove to be elusive for business leaders who do not have a holistic view of their business and the customer journey. This may prove to particularly critical for enterprises in the wake of the COVID pandemic as the move to all things digital accelerates. Digital transformation refers to the integration of …
Two years ago, the Salvos Stores embarked upon their customer experience journey by deciding to put their customers and the communities they serve at the heart of everything they do. As a result, when COVID struck, they were well prepared to cope and adapt. Salvos Stores maintain 330 retail outlets across Australia, selling pre-owned clothing, …
A seismic shift in consumer behaviour and emotions is currently occurring. The events of 2020 will permanently alter people’s beliefs, experiences and feelings. Deeply ingrained consumer behaviours and habits have been altered in response to the COVID pandemic. For Australian brands to stay relevant and understand what makes their target consumers tick – they must …
An outstanding array of Australian CX thought leaders gathered on the 6th October to share stories on how their teams met the challenges of the COVID pandemic. Though each story was unique, the one thing that was common was the importance of customer empathy – the ability to understand what customers are experiencing and feeling …
It is common sense that a well-placed email marketing campaign gets a lot of engagements and sales. The problem is, a lot of companies focus on user acquisition and not user experience. Then, they often send a bunch of generic emails telling how awesome their new product is. In other cases, there’s not a single …
The increased pace of digital transformation, due to the COVID pandemic, has drastically changed the cybersecurity landscape. The potential impact of these changes and their ramifications for CX are significant. Organisations who can maintain a safe and secure digital environment for their customers, will have a substantial advantage over competitors who can’t. A survey …
You get the best insight into your business from your customers. They’re the ones who are experiencing everything firsthand. Your clients use your website, speak with your employees, and use your products. Feedback is an essential part of any business because it improves your customer’s experience, refines marketing strategies, and can help predict the future …
The difference between Brand Experience (BX) and Customer Experience (CX) is often unclear and confusing. Each has a role to play in the reputation and success of your business. They are closely connected, where the success of one is very much dependent on the other. They are, however, two distinct functions. A brand is …
Most Australian employees expect things to improve in their workplaces as a direct result of changes being made by employers and their response to the COVID-19 pandemic. They expect to see more flexible work schedules, greater focus on hygiene and for employers to take greater notice of employee feedback. Will Australian employers live up to …