customer experience

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

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Customer experience sounds like a glib throwaway phrase used to try and hook a business into either buying a new sales system or marketing plan. After all, it’s obvious isn’t it – keep the customer happy they buy more. Surely, it’s as simple as adding comfy chairs and good coffee

Online ecommerce giant eBay is making a concerted effort to become more experience-driven, a significant change from its previous focus on selection, according to its Australian and New Zealand Managing Director, Tim MacKinnon. Speaking at the Australia Israel Chamber of Commerce Retail Lunch in Sydney last week, MacKinnon also revealed

Gartner’s Customer Experience in Marketing Survey found that the B2B marketers surveyed currently lag their B2C peers in CX, with only 61 per cent reporting that they compete mostly or completely on the basis of CX (compared to 69 per cent of B2C respondents). What’s interesting, however, is that in this

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As an analyst covering customer experience, I am often briefed by multichannel, personalisation, and marketing automation platforms. Many promise to help brands improve their customer experience by identifying and executing the “next best action” for each of their individual customers. The idea, in theory, is that your brand can improve its

In a world of multichannel marketing, and as more dollars shift into digital marketing, it is important that brands genuinely understand where their marketing is having the most effect. However, while the impact of individual campaigns can be measured down to the level of clicks and impressions in micro moments,

Making long term investments in customer experience translates to better business performance, according to research released by Adobe. A Forrester Consulting study commissioned by Adobe found “experience-driven businesses” (EDBs) in the APAC region grow revenue faster and get more out of their investments than their competitors. The research supports Adobe