customer experience

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

In polite and apologetic tones, Australian businesses are pleading with their customers to be patient.   Optus is calmly letting web site visitors know it’s committed to keeping you connected, even though its Customer Care Team’s ability to respond is currently impacted. Covid-19 restrictions mean Telstra’s contact centres are operating with

Most Australian and New Zealand organisations rate their ability to deliver customer experiences as not very advanced or immature, well behind the global and regional levels, according to Adobe’s latest research. But the marketing giant says Australia’s banking industry is an exception – in some cases the envy of the

The change agenda sits at the heart of board conversations about company performance and strategy. And often the biggest pain point companies have to overcome is the pace of change, ever-accelerating and often driven by the transformative impact of technology. Technological transformation is driven by two competitive drivers. On the

Customer data is the essential asset banks need to utilise to better serve their customers, earning trust and inspiring loyalty. Banks that succeed in this endeavour will be rewarded with a greater share of wallet. However, it is not enough to predict customers’ intent and deliver exceptional service. Banks also

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