Customer

If organisations want to lead with experience they need to stop “decorating” and start “renovating” according to Maxie Schmidt-Subramanian, Principal Analyst, Forrester.  During the virtual Forrester CX Sydney event, Schmidt-Subramanian said brands have behaved a little bit too much like they are redecorating because the customer experience strategy they came

What if you could understand when customers are not going down the right path, or when they are lost? What if you could engage with them in real time — and even intercept carts on the verge of abandonment? The result would be a more successful web site and happier

retail customer sales associate relationship

Most consumers begin their shopping journey on a mobile device and either finish on the same device or go in store. That’s a key finding from Salesforce’s upcoming Commerce Cloud Shopping Index. James Johnson, director industry strategy – retail and consumer goods at Salesforce gave a sneak peek into the

Businesses are increasingly under pressure to deliver experiences at an outstanding level while operating with greater efficiencies. To stay competitive, organisations often respond with technology solutions of their own — but often face tough choices on how and when to overhaul legacy systems. “Like many other industries there is squeeze happening

Companies that have curious employees with different points of view and ideas create better products for customer engagement according to Julie Larson-Green, chief experience officer at Qualtrics. She said teams should listen and understand what people want from your company so you can exceed their expectations and find out how

digital city business transformation

When it comes to transforming a large established enterprise with many compliance issues, businesses need to be able to look in the rearvision mirror and, at the same time, picture what the organisation will look like in three years time, explains Tanya Graham, chief transformation officer at Alinta Energy.  The

success trust growth

Marketers need to get their companies moving at the “speed of trust”. When they achieve that, the business grows faster because fewer things get in the way. That was a key message Derek Laney, Salesforce’s head of APAC Product Marketing, delivered to senior marketing executives at Which-50’s recent Personalisation in

While using data to deliver experiences has become table stakes, leaders are leveraging data in more nuanced ways, according to Ben Sharp, head of revenue ANZ at Pureprofile. Understanding and comprehending consumer data from different sources is what is separating experiences, according to Sharp. At the top end organisations are

growth people AI increasing

Customer experience-centric businesses are turning towards automation and AI to handle their customer interaction and operations. In a new report from MIT Technology Review commissioned by Genesys, Humans + Bots: Tension and Opportunity, those businesses that have applied automation early on are now reaping the greatest rewards in terms of efficiency, scale,

coffee couch using tablet tablet customer smartphone devices

Customer experience sounds like a glib throwaway phrase used to try and hook a business into either buying a new sales system or marketing plan. After all, it’s obvious isn’t it – keep the customer happy they buy more. Surely, it’s as simple as adding comfy chairs and good coffee