CX

The message out of Oracle’s Customer Experience event in Las Vegas last week, is that the company is leveraging its strong database heritage and building a three-pillar strategy; connected data, connected experience and connected intelligence. Which-50’s invitation to the event was obviously lost in the mail, so we tracked down

Survey software company SurveyMonkey is buying Usabilla, a leading global Voice of Customer (VoC) technology provider. The cash and equity deal is worth around $80 million and is expected to close  in Q2 2019. Sign up for Which-50’s Irregular Insights newsletter Headquartered in Amsterdam, Usabilla has 450 customers in 35

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

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

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

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

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

In part one of this blog post, we explored how the language of marketing and business pervades our work lives and discourages the customer centricity our organisations seek. For example, at work, we use language like “content” and “engagement,” but at home, have you ever said “I saw some good content

“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