CX

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.

In polite and apologetic tones, Australian businesses are pleading with their customers to be patient.   Optus is calmly letting web site visitors know it’s committed to keeping you connected, even though its Customer Care Team’s ability to respond is currently impacted. Covid-19 restrictions mean Telstra’s contact centres are operating with

Like everyone else, marketing and communication professionals have had a challenging few weeks. As the pandemic expands, marketers and customer experience professionals have done their best to keep up with and bridge swiftly shifting consumer and brand needs.We rapidly transitioned from a period when brands debated if they should communicate about

Most Australian and New Zealand organisations rate their ability to deliver customer experiences as not very advanced or immature, well behind the global and regional levels, according to Adobe’s latest research. But the marketing giant says Australia’s banking industry is an exception – in some cases the envy of the

The SARS-CoV-2 virus and COVID-19 disease are increasingly making headlines. As you are no doubt aware, the number of known and reported cases will surpass 80,000 today, and more than 2,600 have been killed by the disease. While the first priority is health and safety, CX leaders must give consideration to how

Organisations must tear down the walls between IT and the business and make more customer-centric investments if they are to improve customer experience (CX), according to new research from software company Pegasystems. Pega’s 2020 Global Customer Experience Study was conducted among decision makers spanning 12 countries and seven different industries by

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