CX

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

business handshake deal

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

Building a business case for CX initiatives requires getting buy-in from senior executives. And the best way to do that is to talk about revenue. That’s our key takeaway from a customer panel at Zendesk’s Showcase event in Melbourne last week. “A business case is absolutely a PR exercise. I

Customer loyalty

Customer experience (CX) leaders are called upon to lift customer loyalty, which, of course, means they have to measure loyalty. There are two broad ways to measure customer loyalty: Attitudinal measures and behavioural measures. Too often, CX leaders lean on one or the other, but delivering reliable CX results requires

Many marketing leaders today are responsible for CX and customer retention in addition to traditional marketing activities oriented to awareness, consideration and acquisition. As a result, they’re not only asking what makes customers buy products in the first place, but also why customers leave. Common questions include: Do our customers