customer experience

Many companies have embraced the concept of customer experience (CX), but relatively few organizations have achieved mature, self-sustaining CX programs that enable enterprise-wide customer-centric culture and significantly improve customer satisfaction, loyalty, and advocacy. As with any business discipline, there is plenty of devil in the details to get CX right,

Consumers are a key audience for every business, across sectors and revenue models. Why? They are your buyers, suppliers and employees. Therefore, every decision your company makes starts and ends with consumer insight.  Every IT investment ultimately requires human approval and adoption. Supply chain decisions are about delivering to human

Customer expectations in Australia and New Zealand have increased by close to 60 per cent since February, ranking higher than the average in Europe (57 per cent), according to a new research conducted by Freshworks, the customer engagement software. While customer expectations have shot up, 54 per cent of leaders

SAP will acquire Emarsys, an omnichannel customer engagement platform provider whose systems are designed to help businesses to engage more effectively and more personally with their customers. The newly acquired business will be rolled into SAP’s Customer Experience portfolio. That portfolio hasn’t always gelled so well. Earlier this year the

Pegasystems this week announced a new feature for identifying “underserved” customers – those less likely to accept an offer. Known as Value Finder, the feature is part of Pega’s Customer Decision Hub software, which uses artificial intelligence to send customers targeted offers and support. If a customer is below a

Consumers are taking more control of their personal data, and it is beholden on businesses to give them the tools they need to do that. That’s the view of Blaine Carter, Chief Information Security Officer of Franklin Covey, who has watched both the change in consumer attitudes and the emergence

Adobe, IBM and Red Hat announced a strategic partnership that they say will help accelerate digital transformation and strengthen real-time data security for enterprises, with a focus on regulated industries. The intent of the partnership is to enable companies to deliver more personalised experiences across the customer journey, driving improved

Face to face interactions are currently limited and the battleground for new customers has switched to the digital environment. Those organizations that offer fast, seamless experiences and secure on-boarding might hope to win market share – but even if financial institutions are prepared to make the switch to digital account

The current COVID-19 has exposed brands’ CX shortcomings and a lack of understanding of their customers, according to a Forrester analyst, who outlined a path of CX recovery. During the Zendesk Showcase, Riccardo Pasto, head of CX research ANZ at Forrester, said brands can not always avoid turbulence but when

The explosion in remote work because of social distancing restrictions has accelerated Australia’s move out of offices by a decade and brought into sharp focus the value of digital experiences, according to Australian technology leaders. Didier Elzinga, co-founder and CEO of local tech unicorn Culture Amp today said the COVID-19