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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

Digital technology is giving superannuation members more information and oversight than ever, reducing the industry’s traditional “stickiness”. Add to that new nimble competitors and incumbents today face arguably their biggest disruptive threat. Sign up for Which-50’s Irregular Insights newsletter Nominate today for the Which-50 Digital Experience Awards. Simple. Fast. Easy.

In the next two years, $5.8 trillion dollars will be spent in digital commerce according to Marketo CEO Steve Lucas. To capture a share of it marketers need to focus on experiences, he said. Lucas spoke during the Marketo Nation Engage conference in Sydney this week telling the audience ecommerce

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When it comes to customer experience in Australia, 54 per cent of consumers say brands are failing expectation for good customer experiences, according to a new study. The report, Closing the CX Gap: Customer Experience Trends Report 2019 by Acquia shows two-thirds of those questioned could not recall when a

One of the world’s most iconic organisations, Coca-Cola, has embarked on a five-year plan to transform itself from a physical bricks-and-mortar operation to into a digital-first business, according to Chief Digital Officer David Godsman. Given the scale of the company’s operations, that’s quite an ambition. Coca-Cola serves almost 1.3 billion

Cost containment, efficiency and customer experience driving mobile banking adoption Retail banks around the world have escalated mobile banking to the top of the investment queue as part of a focus on  increasing sales and servicing effectiveness,  according to research outfit Ovum. Mobile is morphing in the mind of the

McDonalds is one of the most recognizable brands in the world, but now digital technologies are helping the company transform their services far beyond the traditional customer experience according to Daniel Lee, Senior Director, Digital Experience Lead APMEA, McDonald’s. Lee joined McDonald’s two and a half years ago. He already

Everyone’s talking about customer centricity. We know it’s critical. We know it’s the key to capturing a fickle audience of consumers. And we know we need to invest in it. But Australian organisations need a paradigm shift in their thinking on how they transform the customer experience to create real

As an industry, banking does a terrible job of creating loyalty among its customers. According to a recent Temkin Group report, consumers in the US are more likely to recommend their fast food restaurants and airlines (airlines?!) to a friend or colleague than their bank. That is not good. Australian banks

Banking is an awesome racket — or at least it was. You paid people parsimonious interest for the right to hold onto their money, and then you charged them like wounded bulls when they wanted it back. But, as technology shifts power from out of the boardroom and into the