customer experience

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

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

Businesses are investing more money in technology to differentiate the experience between various channels, however consumers are almost equally as satisfied on dissatisfied with different channels.  That’s according to Vikram Sehgal, VP analytics strategy APAC at Forrester. During the Forrester CX event in Sydney last week, Sehgal told attendees when

There are three key reasons to why customer experience is vital in child sponsorship, according to Teresa Sperti, chief marketing, data and product officer at World Vision. At the Forrester CX event in Sydney last week Sperti said the charity sector is one of the most competitive markets in Australia

Digital maturity varies widely across sectors. Generally, digital leaders have a leg up when it comes to delivering experiences. But other brands will get little sympathy from consumers, who increasingly demand more and benchmark every experience against digital leaders. That is according to Des Cahill, Oracle CX VP and CMO.