customer experience

Lately, I’ve been thinking a lot about the language of customer experience. I have hundreds of conversations with clients every year, and my job is to efficiently get to the heart of a CX problem and expeditiously offer practical guidance. My advisory sessions start with clients describing their CX goals or

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Every marketer has heard a horror story where a brand went viral for horrible customer experience with social media enhancing the frequency of those stories twofold. But these stories beg to ask the question: Do brands assume they know what customers want? The answer seems to be yes. According to

While using data to deliver experiences has become table stakes, leaders are leveraging data in more nuanced ways, according to Ben Sharp, head of revenue ANZ at Pureprofile. Understanding and comprehending consumer data from different sources is what is separating experiences, according to Sharp. At the top end organisations are

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Power has shifted from business to customers as digital technology lowers brand switching costs and pushes experience expectations sky high. However, few organisations are able to deliver exceptional customer experience and those that can are threatening to gobble up the market. A Forrester report, Drive Marketing And CX Convergence With Modern Technology

“We want to become a more customer-centric organisation.” As a customer experience researcher and advisor, I hear that phrase every single week. I suspect you may, too. Achieving this is, of course, important for brand health and financial success. Customer-centric organisations are eating the world. Amazon, which seeks to “become Earth’s

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Customer experience-centric businesses are turning towards automation and AI to handle their customer interaction and operations. In a new report from MIT Technology Review commissioned by Genesys, Humans + Bots: Tension and Opportunity, those businesses that have applied automation early on are now reaping the greatest rewards in terms of efficiency, scale,

There is a huge opportunity to win business by applying customer experience (CX) principles — but brands must move fast. That’s the view of CX futurist and author Blake Morgan, who will be keynoting at the Magento Live Australia 2019 conference in Sydney on 12 and 13 February. Register for Magento

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Disparate data systems and teams are amplifying the already considerable challenges around cross channel marketing. That is why many marketers feel their customer’s experiences are “broken”.  Many, in fact believe their organisations struggle to even accurately identify customers across channels and devices. Download Oracle Marketing Cloud eBook: Four Hard-Won Cross-Channel

This year leaders focused on digital transformation and CX however some came to the realisation these strategies are hard, costly and challenged the way they run their businesses. Despite the effort made, CX performance was flat and more than 50 per cent of digital transformation efforts stalled, according to Forrester.

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When it comes to customer experience in Australia, 54 per cent of consumers say brands are failing expectation for good customer experiences, according to a new study. The report, Closing the CX Gap: Customer Experience Trends Report 2019 by Acquia shows two-thirds of those questioned could not recall when a