customer experience

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

Dropbox made what it describes as “the biggest user-facing change in the company’s history” last week, overhauling its platform to add new management and collaboration tools to its core file storage service. But Dropbox executives have played down any type of new focus on the enterprise market, saying the changes

Organisations going from “good to great” are halving the amount of products and services offered, according to Gartner research. And analysts say the cull is having a near negligible impact on revenue. With CX initiatives well established, the very top CX leaders are turning away from customers and focusing on

Once an enterprise has set up its ecommerce platform, it needs to decide how it will entice its customers – new and old – through the entirety of the customer experience journey. In the Magento ebook, Want to Build an Irresistible eCommerce Experience? the authors say retailers will need to

There is a disconnect between CEOs and customers. 80 per cent of CEOs think they are providing a superior experience but only 8 per cent of their customers agree, according to Ryan Smith, CEO and co-founder of Qualtrics. At the company’s X4 conference held in Sydney last week, Smith said

Virtually every customer experience (CX) leader struggles with one common issue: How do I acquire the attention and commitment I need from bosses and peers? How do I get them to care so that the CX program can secure the necessary budgets, collaboration, and resources? Sign up to Which-50’s Digital

Who do you trust? More importantly, do your customers trust you? This year’s global Edelman Trust Index revealed a critical development in consumer sentiment around the world. According to the authors, “Trust has changed profoundly in the past year — people have shifted their trust to the relationships within their