Customer experience has become a top priority for most organisations. Yet brands struggle to execute on their CX vision. Changing customer expectations and the impact of digital disruption are constantly rewriting the ground rules companies need to work by. In 2020 new trends will emerge adding to the list of existing challenges that are thwarting …
Personalisation is key to engaging consumers on mobile devices, according to research from Sinch. Yet most brands are not leveraging the data they need to offer the personalised experiences that customers want. The year 2020 is predicted to be the year of hyper-personalised CX. Fundamental to driving success in offering highly personalised experiences is the …
Organisations that understand the link between happy engaged employees and happy engaged customers will exceed in the experience economy. Successful EX (Employee Experience) equals successful CX. Yet these strategies are often not aligned to the detriment of both employees and customers. Research from the XM Institute highlights how organisations that are CX leaders consistently demonstrate …
Leading trends for Digital Experience in 2020 The range of digital touchpoints available for customers continues to expand. Brands must learn how to create engaging experiences at each touchpoint and combine these touchpoints into a compelling and cohesive experience of the brand. Gartner has just released a report that highlights the leading trends for 2020 …
Customers today are used to self-service experiences and expect instant answers to almost all queries. Some customers do their research before contacting you, others are less prepared but still expect quick, accurate answers to their questions – and with the resources from digital channels available, it’s expected that you should be able to provide just …
In the past a brand’s reputation and success was built on the quality of its products and its ability to communicate its marketing message to a mass audience. These days its built on its ability to stay relevant to the ever-shifting needs and expectations of its customers. Brands that are slow to innovate and add …
Technology is dramatically reshaping the role of the contact centre and the tasks performed by contact centre agents. What will the contact centre of tomorrow look like? And what will be the role of the agents in the contact centre of the future? The first call centres emerged decades ago. Their primary role was to …
In the last 2 years, Australian Red Cross has redefined itself by becoming a customer centric organisation. Katrina Harrison, their Head of Customer Experience, explains the journey the organisation has taken and how that has impacted its vision and aims for the future. Main Picture: Katrina Harrison and her team. Established in 1914, Australian Red …
In the experience economy, great products and services are no longer enough to keep customers loyal. Best-run businesses know that feelings matter and brands live or die by the experiences they deliver. The problem is that eighty per cent of CEOs believe they offer a superior customer experience, but only eight per cent of customers …
Customer experience (CX) quality languished for the third year in a row, according to Forresters CX index from 2018. With firms failing to perform the core CX management activities and index scores for 2019 not looking promising, at first glance this may look like doom and gloom for the CX sector. However, this actually makes …