CX

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. “We are excited about expanding

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

With all due respect to the movie Field of Dreams, the days of “build it and they will come” – whether “it” is a product, service or experience, have passed. Customers, both individuals or businesses, have more power and selection than ever before. Stories of once-strong brands failing are now

Exclamation mark caution warning risks

Measurement is seen as the missing link between genuine data-driven marketing approaches and simply collecting a lot of data. However, there are some downsides if you don’t measure intelligently. At a recent Which-50 and Siteimprove panel discussion on the science of high-performing websites, panellists highlighted the pitfalls involved in measurement.

laptop, online shopping, finance

Consumers and customers are empowered, educated and spoiled for choice. With the emergence of digital channels, consumers now take their best experience in any context and apply it as a benchmark in every context. For example Amazon’s commerce platform has taught us, as consumers, to expect the widest range of