customer experience

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

Nobody gets out of bed in the morning determined to make life hard for their customers — yet many brands still struggle to meet the expectations of their customers. The internal complexity of business is a big part of the problem, according to Charmaine Chua, head of product at Singapore

customer data, marketing

Nicole Fishers, Deputy Chief Information Officer at Flinders University, and Dell’s Chief Privacy Officer, Sooji Seo, were among the speakers on the Future of the Connected Workforce panel at Boomi World, discussing the favourable impact a robust application and data integration solution has on customer and employee experience. Flinders University

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

opinion chat bubble review customer

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

barrier hurdles silos

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

growth people AI increasing

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,