Do your customer journey maps truly represent your customer’s experience or your own assumptions on what your customer’s experience? For journey maps to be effective, brands need to deploy in depth qualitative techniques that offer true insight into the customer’s experience. Customer journey mapping has become a critical component in redesigning the customer experience. Yet, …
Recognising the need to provide more effective service to their members and customers, UniSuper has appointed Brendan Donoghue to head of customer experience. UniSuper is a $66 billion super fund for the higher education and research sector. Brendan’s appointment aims to strengthen UniSuper’s Member and Employer Experience division and help drive innovation throughout the organisation. …
Social media has played a pivotal role in shaping and redefining the customer experience. We’re all familiar with the mainstream juggernauts of Facebook and Twitter, but there’s a vast array of niche social media outlets catering to the unique interests of particular customers. And more are regularly popping up. Social media has given customers greater …
Artificial Intelligence presents a new paradigm shift from the previous “mobile first” approach in Google’s design thinking. Every product that Google is developing or is releasing has A.I. embedded into it. This grassroots integration is a significant point in its own right. Whether it’s Maps, Photos, or merely online searching you can guarantee there is a …
In the coming days, the GDPR comes into effect in Europe. Worldwide it represents a significant recognition of the issues surrounding data security and its impact on the customer experience. On one hand, customers want to know that their data is secure. On the other hand, they want personalised services tailored to their individual needs …
Most business leaders and marketers aim to differentiate their brand from those of their competitors. It’s commonly viewed that differentiation is the key to success of the brand and its profitability. Others however,would argue it’s more important for your brand to be relevant to your customers rather than be differentiated over competitors. As markets shift …
For most organisations, managing credit and debt collections can be a time consuming, costly and complex process.It’s viewed as a necessary but negative and thankless task. An experience that everyone would like to avoid. Yet it’s a key moment in the life cycle of a customer and how it’s handled can have a tremendous impact …
Content, whether it’s written, visual, aural or interactive, underpins the customer experience. The challenges lie in the ability to deliver the right content at the right time to the right customer. Cognitive content management promises, by utilising AI and machine learning, to deliver very personalised and relevant content across all communication channels – at the …
2018 is seeing Augmented Reality (AR) emerge into the mainstream market. The perception that AR is an expensive novelty has shifted. AR applications are now delivering real business value to a range of industries. CXFocus speaks to Rupert Deans, CEO and Founder of Plattar, about some real-world case studies and how AR is reshaping the …
In the past, humans were preferred over machines because there was a perception that humans were more accurate in their analysis of situations to make informed decisions. Fast-forward to 2018, we’re now seeing a complete focus on the customer in technology innovations. Chatbots – or virtual assistants powered by advanced machine learning – is one …