The ascent of the digitally savvy consumer has accordingly given rise to the fully digital brand. But in an era where experience trumps almost everything else, sometimes even the most sophisticated digital solutions fall short of what a customer actually needs.
Emma McRobert had been in the US looking for a new messaging platform for the Optus customer care website when she learned about an idea that would revamp the company’s entire contact centre model.
As we usher in 2022, CMO asked the industry to share their top predictions around customer experience capability and culture, from the tech innovations driving its advancement, through to communication trends, measurement and the very human elements required in every...
More than one in five customer experience (CX) leaders are facing a disconnect between KPIs and metrics with marketing counterparts, hampering alignment and consistency across an organisation’s customer approach.
Making contact with thousands of prospective donors on Bandanna Day and raising more than $180,000 to support young people affected by cancer is just one outcome of Canteen Australia’s data and technology overhaul.
A Net Promoter Score of +74 and 30 per cent year-on-year growth are just some of ways BizCover’s transformative investment into personalised and increasingly automated customer service and marketing has delivered.