CX

Three-quarters of organisations surveyed by Gartner increased customer experience (CX) technology investments in 2018. Customer analytics continues to be one of the biggest investments, with 52 per cent intending to increase funding in 2019, focusing on customer journey analysis, customer needs analysis, voice of the customer (VoC) and digital marketing.

Once an enterprise has set up its ecommerce platform, it needs to decide how it will entice its customers – new and old – through the entirety of the customer experience journey. In the Magento ebook, Want to Build an Irresistible eCommerce Experience? the authors say retailers will need to

Businesses are increasingly under pressure to deliver experiences at an outstanding level while operating with greater efficiencies. To stay competitive, organisations often respond with technology solutions of their own — but often face tough choices on how and when to overhaul legacy systems. “Like many other industries there is squeeze happening

Companies that have curious employees with different points of view and ideas create better products for customer engagement according to Julie Larson-Green, chief experience officer at Qualtrics. She said teams should listen and understand what people want from your company so you can exceed their expectations and find out how

There is a disconnect between CEOs and customers. 80 per cent of CEOs think they are providing a superior experience but only 8 per cent of their customers agree, according to Ryan Smith, CEO and co-founder of Qualtrics. At the company’s X4 conference held in Sydney last week, Smith said

Virtually every customer experience (CX) leader struggles with one common issue: How do I acquire the attention and commitment I need from bosses and peers? How do I get them to care so that the CX program can secure the necessary budgets, collaboration, and resources? Nominate today for the Which-50

Who do you trust? More importantly, do your customers trust you? This year’s global Edelman Trust Index revealed a critical development in consumer sentiment around the world. According to the authors, “Trust has changed profoundly in the past year — people have shifted their trust to the relationships within their

When it comes to transforming a large established enterprise with many compliance issues, businesses need to be able to look in the rearvision mirror and, at the same time, picture what the organisation will look like in three years time, explains Tanya Graham, chief transformation officer at Alinta Energy.  The

Personalisation is hot topic and 1:1 personalisation is even hotter. The truth is 1:1 personalisation is over-hyped by providers trying to differentiate their solutions. What matters most to your audience isn’t your ability to target them as individuals, but instead your ability to make the feel like you understand and

Businesses are investing more money in technology to differentiate the experience between various channels, however consumers are almost equally as satisfied on dissatisfied with different channels.  That’s according to Vikram Sehgal, VP analytics strategy APAC at Forrester. During the Forrester CX event in Sydney last week, Sehgal told attendees when