customer experience

business, strategy, marketing plan

Each year, Australian consumers close their wallets and walk out the door of one business on the way to another. For the brands waving bye-bye to their unsatisfied customers, the cost is estimated at $120 billion. That figure comes from an Accenture study conducted in 2016, and demonstrates the importance

98 per cent of Australian consumers say that companies who respond quickly to their queries quickly get more of their business. According to a new study released by communication software company Twilio, the communication experience between a company and their customer has a direct impact on brand and revenue. Sign

“How well do we know our customers?” This is the question increasingly at the forefront of marketers’ minds. If you’re not yet thinking about how to gather customer insights and leverage them across your organisation, don’t delay. Customer insights are becoming the lifeblood — and driver — of most businesses,

It was inevitable really. As soon as it became clear that autonomous driving would leave consumers with time on their hands the marketers would rush in. Among the marketing cloud vendors, Adobe was first with a statement on its approach to in-car experiences. Sign up for Which-50’s Irregular Insights newsletter

IT needs greater visibility over how outages impact consumers so they can prioritise their response when problems inevitably arise. That’s the view of Jennifer Tejada, CEO of PagerDuty, an IT incidents management company which launched in Australia this week. “You never have one [IT] problem at a time, they usually

Photo by Gus Ruballo on Unsplash

You likely hear a lot about customer experience these days. Business media is full of articles about CX, and the data we collect at Gartner demonstrates that CX metrics are among marketers’ most important. In addition, business leaders tell us they are investing more in customer experience. But why? Why is

I read a lot of articles every day about the future of customer experience (CX) and how cutting-edge technology is about to change the world for every marketer. A lot of folks are eager to tell you what your brand should—no, must—do to prepare for the future. The future of

Network over Australia

The impact of digital on consumer and business behaviour has been profound, according to a report on the current Australian digital landscape. The report, Digital Australia: State of the Nation 2017, said this year saw a “quantum leap” in the level of digital interconnection between devices and a “positive disposition

“Marketing is in an interesting situation due to the explosion of consumer experiences.” That’s the view of Kevin Souers, Aprimo’s Chief Product Officer, who says consumers now expect a highly unified experience, where their online and offline worlds neatly converge. This outcome is in turn driven by the service-based app

voice of the customer

Voice of the Customer (VoC) programs collect direct, indirect and inferred data about your customers so you can better understand your product, services, and experiences from the customers’ perspective. This is what makes VoC data so different (and so valuable) from most, if not all, of the other data your