CX

Consumers who had a frustrating shopping experience are three times more likely than satisfied consumers to not buy from the retailer or brand again, but companies that consistently exceed customer expectations could significantly increase revenues by charging a premium for the experience, according to new research from Accenture. The research

Year-end articles and blog posts about hot trends are popular. People enjoy reading speculative predictions, and writers are happy to collect the clicks earned by lofty and alarming statements about the pace and breadth of change. Since both writers and readers love them, the annual slew of CX predictions are

There is rarely a business today that isn’t transforming. More of the same isn’t going to cut it when growth is flat-lining. Organisations are investing heavily in re-orienting their businesses around the customer, enhancing experience to differentiate, creating new value and streamlining operations to enable greater investment in customer initiatives.

Australian businesses are delivering better customer experiences than in previous years but there’s still plenty of room for improvement, according to new research from Forrester.  Forrester today released the rankings of its Australia 2019 Customer Experience Index (CX Index) which shows that while the overall CX quality in Australia improved

Increasingly companies understand that their internal customers need simple, fast and easy ways of working, just like their external customers. Indeed the last few years have seen the growing recognition of employee experience as a critical success factor. That evolution helped with our choice of winner in the Best In

Consumer trust is a complex conversation as it works on many levels depending on where – and on how – a brand operates in the business spectrum. But there is no disguising the importance of organising your development or transformation around customers needs. For three brands – Xinja, Lion and

DXC Technology an independent, end-to-end IT services company, announced it has acquired Bluleader, an award-winning Australian consulting company focused on delivering Customer Experience (CX) solutions. Bluleader was recently awarded SAP 2019 CX Partner of the Year ANZ and 2019 CX Partner of the Year APJ. Sign up for Which-50’s Irregular

Customer experience is gaining more attention across all industry sectors, but business in Australia are struggling to graduate from good to great CX.  According to the KPMG Customer Experience Excellence 2019 report, while many Australian organisations are putting effort into customer experience initiatives in Australia, these efforts often fail to

Over 300 Optus employees have participated in the telco’s new training program, CX Academy, which is the first of a several organisational strategies to build and improve Optus customer experience and service outcomes. The program takes employees through a variety of customer experience (CX) masterclasses designed drive the best end

Digital society is emerging around us. It is the collection of people, organisations and things that are engaged in persistent digital interactions. What’s more, Internet-connected things and ambient artificial intelligence are gaining the ability to act on behalf of human customers. But what does CX (Customer Experience) even look like