customer experience

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

It turns out Aussie consumers have a problem with commitment… or at least a greater tendency than their peers overseas to abandon virtual shopping carts. Almost sixty per cent (57) are discarding their carts sometimes or all the time, particularly in the product categories of fashion (67 per cent) and

For Kogan.com, customer experience means turning to digital technologies to reduce cost, so the online retailer can deliver customers the lowest price possible. But customer experience, in practical terms, means different things to different businesses. Speaking at Online Retailer Conference in Sydney yesterday, a spokesperson for Kogan.com noted there’s a

New technologies are reshaping customer expectations of businesses. The explosion of web-based and mobile applications – and the digital leaders using them to deliver seamless customer experiences – has fostered a demand for consistent yet personalised products, services and experiences. Businesses are responding by moving customer experience to the top

Marketing leaders face an ongoing dilemma regarding the creation of the ‘optimal’ marketing team structure. Centralising or decentralising marketing has been under debate for years. But as marketers face ever-increasing pressure to deliver more to the business – higher ROI, improved efficiency, and growth – team design has once again

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