customer experience

An apple sitting next to an orange

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? Nominate today for the Which-50

trust brands trusting

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

digital city business transformation

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

customer experience charity consumer

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

Customer Experience

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.

Brands claim to compete on experience, rather than just products or services. It is a widely used tactic, employed by both the brands themselves and the vendors selling the technology that helps deliver them. During an Oracle CX event in Sydney this month, executives from Oracle CX and local customer

Recent visits to three different AMC movie theaters highlighted a clear success factor for building a great digital business strategy. Customers must be the primary beneficiaries of digital business strategies, certainly before the organisation attempts to reap substantive benefits. The single most important aspect of a digital business strategy must

feedback poor CX customer experience rating bad service

Companies of all sizes across industries and geographies aren’t equipped to keep up with ever increasing customer expectations, according to a new report from Zendesk. In Australia, a majority of consumers (88 per cent) view customer service as a key factor when making a purchasing decision. Equally important is price

waste of money

Only 28 per cent of Australian enterprises have a company-wide strategy for sharing data which is hindering their ability to successfully orchestrate customer experience (CX) projects, according a a new study. Furthermore, 37 per cent of Australian organisations said that between 20-40 per cent or more of their CX projects