customer experience

CX professionals are running out of low hanging fruit. As organisations move to become more customer centric most have already upgraded front end engagement systems and digital channels. However, those easy opportunities are quickly dissipating, leaving only the more challenging and resource intensive CX initiatives. That’s the view of SaaS

While customers’ expectations have never been higher, poor planning and execution continue to compromise the ability of brands to deliver against these expectations. The last few years have seen such an upswing in the use by brands of marketing technologies that provide the tools marketers need to connect with customers

marketing, agile

As we continue to understand the entire customer journey and how customers interact with brand we need to understand the importance of brand perception, the intersection with customer experience and marketing and advertising channels. This is not a new concept, but now we have the ability to take a holistic

Don’t delight, don’t innovate, and don’t correlate data – those customer experience strategies have very limited returns, according to Ed Thompson, Gartner VP and distinguished analyst. And he revealed that the gap between customer experience leaders and runners-up is growing substantially, with those on top being “disproportionately rewarded”. Speaking at

According to the latest Customer Experience in Marketing Survey 2017: Greater Expectations, Greater Challenges, in two years 82 per cent of B2B CMOs expect to mostly or completely compete on the basis of CX, compared with 76 per cent for B2C marketers. Meaning that competing on price and product or

Delivering exceptional customer experiences has quickly become table stakes for marketers. Too often, though, these experiences are undermined by inconsistent messaging and opportunities go begging. Repeated or irrelevant messages breed consumer intolerance and annoyance, which is quickly vocalised and often amplified by social media. Inconsistent messaging can also be a

Digital technologies have dramatically improved the experiences of consumers, making it much easier for them to find what they want and to be provided with the service levels they expect. Not only is their product choice greatly improved but so are the choices of channels, which allow them to act

The retail and consumer market landscape in Australia and New Zealand is rapidly transforming. Digital disruption, increased competition and increasing consumer expectations are placing brands under significant pressure. At the same time, barriers to entry are falling. With access to technology and automation, and a wealth of data and insights through social

Australian retailers will likely struggle to match Amazon’s efficiency but they can make up for it in customer experience, according to Adore Beauty CEO Kate Morris. “[Amazon] are about efficiency, not love. You can’t beat them on efficiency because that’s their thing, that’s what they do. You can get pretty

Jeanne Bliss, regarded by many as the godmother of the CX movement is set to deliver the international keynote address at the fifth annual Customer 360 Symposium to be held in the Hunter Valley this  April. According to Ashton Media co-founder and conference content director Mark Abay, “Bliss is a true pioneer