CX

Many companies have embraced the concept of customer experience (CX), but relatively few organizations have achieved mature, self-sustaining CX programs that enable enterprise-wide customer-centric culture and significantly improve customer satisfaction, loyalty, and advocacy. As with any business discipline, there is plenty of devil in the details to get CX right,

Consumers are a key audience for every business, across sectors and revenue models. Why? They are your buyers, suppliers and employees. Therefore, every decision your company makes starts and ends with consumer insight.  Every IT investment ultimately requires human approval and adoption. Supply chain decisions are about delivering to human

Customer expectations in Australia and New Zealand have increased by close to 60 per cent since February, ranking higher than the average in Europe (57 per cent), according to a new research conducted by Freshworks, the customer engagement software. While customer expectations have shot up, 54 per cent of leaders

You can learn two things about a company that takes the privacy of its customers seriously, and gives them the opportunity to consent to how their data is used, says Aarron Spinley, Growth and Innovation Evangelist, SAP. “Some would say that it speaks to the company holding honorable values, and

In an increasingly competitive marketplace, and in recent months, in particular, digital channels and capabilities have been critical to success. Organisations need to engage all three areas of the corporate brain: customer intelligence, human intelligence and artificial intelligence. Marketers need customer intelligence not only to meet the needs of customers

With the pandemic restrictions still in place, the majority of office workers have been sent to work from home. This disruption has added additional pressure for businesses to digitalise services. At the SAS and Which-50 webinar, The Role of the CMO at the Most Disruptive Moment, the panellists explained to

Afterpay faced a surge of inquiries from their customers worried about whether or not they could pay for their goods as COVID-19 restrictions closed down large parts of the Australian economy.  During the Zendesk Showcase last week, Yvonne Gilmour, head of service delivery at Afterpay said the surge in inquiries

The current COVID-19 has exposed brands’ CX shortcomings and a lack of understanding of their customers, according to a Forrester analyst, who outlined a path of CX recovery. During the Zendesk Showcase, Riccardo Pasto, head of CX research ANZ at Forrester, said brands can not always avoid turbulence but when

If organisations want to lead with experience they need to stop “decorating” and start “renovating” according to Maxie Schmidt-Subramanian, Principal Analyst, Forrester.  During the virtual Forrester CX Sydney event, Schmidt-Subramanian said brands have behaved a little bit too much like they are redecorating because the customer experience strategy they came

Companies that have seen positive revenue growth collect more customer experience (CX) data than nongrowth companies, according to a recent survey by Gartner. The survey found that nearly 80 per cent of growth organisations use customer surveys to collect CX data, compared with just 58 per cent of nongrowth organisations.