customer experience

Year-end articles and blog posts about hot trends are popular. People enjoy reading speculative predictions, and writers are happy to collect the clicks earned by lofty and alarming statements about the pace and breadth of change. Since both writers and readers love them, the annual slew of CX predictions are

The 7-Eleven chain of convenience stores is at the old-school-business end of the trust equation. But time and technology have changed all that – as did introducing $1 coffees. For 7-Eleven, which has traditionally been firmly a bricks and mortar, ‘your-local-deli-on-the-corner’, business, online consumerism is a disruption that has to

If a company has been involved in a data breach more than 82 per cent of customers would stop engaging with that brand, according to a new consumer survey from security company Ping Identity.  The survey, Trust and Accountability in the Era of Breaches and Data Misuse shows how data

One of the most effective ways to build customer loyalty is to turn a problem into a positive experience which creates an opportunity to build human connection and loyalty, argues Karen Stephen, Director of Operations at Australian fintech firm SurePayd. SurePayd is a cloud-based payments layer for B2B accounts receivable,

Businesses need a holisitic company-wide understanding of brand driven from the CEO, not the CMO, argues Adam Ferrier, Founder of Thinkerbell. He said businesses that can get the board and CEO to understand what creativity and brand building is all about will have a strong competitive advantage. Sign up to

As customers choose brands based on how they make them feel, rather than their actual products or services, there is an intrinsic advantage to those organisations who use designed experiences as a weapon to cut through the most competitive of markets. Those that don’t, operate in what we call the

A true unified view of the customer is a goal many organisations are striving for. But the challenge is complex and few have gotten it totally right, according to Zendesk chief customer officer, Elisabeth Zornes. And, Zornes says, while organisations are improving their CX capabilities, customers’ expectations are continuing to

Consumers in Australia and New Zealand expect more than their global counterparts, according to new research from Adobe. But they are also concerned about the threat technology poses to privacy, according to the study. Sign up to Which-50’s Digital Marketing Newsletter Nominate today for the Which-50 Digital Experience Awards. Simple.

Measurement is seen as the missing link between genuine data-driven marketing approaches and simply collecting a lot of data. However, there are some downsides if you don’t measure intelligently. At a recent Which-50 and Siteimprove panel discussion on the science of high-performing websites, panellists highlighted the pitfalls involved in measurement.

Consumers and customers are empowered, educated and spoiled for choice. With the emergence of digital channels, consumers now take their best experience in any context and apply it as a benchmark in every context. For example Amazon’s commerce platform has taught us, as consumers, to expect the widest range of