by Brad Howarth | Mar 10, 2022 | call centres, chief customer officer, customer experience management, customer service, customer support, telecommunications services
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.
by Brad Howarth | Jan 4, 2022 | customer experience management, customer service, customer support, customer technology, employee engagement
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.
by Nadia Cameron | Dec 22, 2021 | ActiveCampaign, communications, contact centre, customer engagement, customer experience management, customer support, Forrester Research, genesys, impact, Kantar, privacy
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...
by Nadia Cameron | Nov 11, 2021 | chief customer officer (CCO), customer experience management, customer service, customer support, marketing careers, State of CX leadership
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.
by Nadia Cameron | Nov 4, 2021 | call centres, contact centres, customer experience management, Customer Retention, customer support, genesys, not-for-profits
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.
by Nadia Cameron | Sep 29, 2021 | bizcover, chatbots, customer experience management, customer service, customer support, customer technology, digital marketing, Insurance, marketing automation, marketing technology, personalisation
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.
