customer experience

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

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. “What you need

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