The decisions being made by AI algorithms and machine learning are having an increasing impact on our lives, our jobs and our businesses. AI promises exciting possibilities for a wide range of industries including healthcare, financial services, utilities, entertainment and so on. It will help us to design the products and services we will enjoy …
Two years ago Caroline Maillols was appointed by MedicalDirector, a leading provider of healthcare and practice management software, to take charge of their CX and digital transformation strategy. Caroline’s job was to change MedicalDirector from being a product centric company to a customer centric business. CXFocus talks to Caroline about the challenges and successes she …
Only 5% of customers with a problem will contact your organisation. The rest will just leave. Customer churn prediction based purely on analysing data from the contact centre or from customer satisfaction and NPS surveys, will provide a very limited view of what’s going on. Your analysis and churn prevention strategies will be skewed to …
Most brands understand that purchasing decisions are based more on how people feel rather than logic. According to Forrester, a customer’s emotional reaction to an experience impacts loyalty greater than the ease and efficiency of their interaction. But how do you measure how customers feel ? And what impact does this have on loyalty and …
Buyer or customer personas are a great tool to develop a profound understanding of your customers and the factors that influence their buying decisions. Personas are essential in creating engaging content and customer experiences. There are, however, a number of pitfalls the unwary marketer or CX professional can easily fall into. Hubspot defines a buyer …
In terms of customer service, most companies tend to be reactive. This tendency stems from fear. Many executives I’ve met have demonstrated fear when it comes to proactively contacting customers. They are afraid that if they poke the bear, they will encourage the customer to re-think the entire relationship and ultimately leave. This fear can …
Giving employees collaboration tools via the cloud and unified communications (UC) to create better customer experiences (among other critical objectives) is smart business … and Australian business leaders know it. Employees are being given access to tools from anywhere via any device, to encourage collaboration and productivity across an organisation’s communications network, be that between …
Worldwide spending on CEM and CRM applications grew 15.6% to reach $48.2 billion in 2018, according to research from Gartner. Worldwide enterprise application software revenue totalled more than $193.6 billion in 2018. CRM made up almost a quarter of that revenue. Roughly 72.9% of CRM spending was on software as a service (SaaS) in 2018, …
To cope with the avalanche of digital information and activities, customers — like organisations — are increasingly turning to automation. There’s a lot of discussion about how enterprises continue to invest in artificial intelligence (AI) to save time and money, but we often overlook the next generation of customers being equally amenable to conducting their …
CX transformation projects can take years and cost millions of dollars. Though the potential benefits are enormous, CEOs can come under immense pressure to justify the costs. According to the Forrester CX Index 2018, little progress has been made in the last few years – brands simply aren’t doing enough to innovate and differentiate themselves …