by IDG Online Staff | Jul 16, 2019 | automation, cx, digital marketing, feedback process, innovation, project management, superannuation funds, user experience, user feedback, UX
Usabilla’s Voice of Customer platform has fundamentally changed the way Energy Super gathers, analyzes and acts on member feedback.
by Vanessa Mitchell | Jun 13, 2019 | Customer Experience, customer journey, customer need, cx, CX investment, digital marketing, Gartner, Research, voice of customer
Three-quarters of organisations increased customer experience (CX) technology investments in 2018, according to Gartner.
by Vanessa Mitchell | May 21, 2019 | brand strategy, Customer Experience, cx, loyalty programs, marketing strategy, T22, Telstra
The launch of Telstra Plus last month and a new marketing campaign to back it up are just the beginning of efforts to overhaul its customer experience, the telco says.
by Vanessa Mitchell | May 13, 2019 | Allianz, Customer Experience, cx, employee experience, forrester
?When Allianz was looking to build and launch a new product, Retire+, it wanted to shake things up.
by Rosalyn Page | May 10, 2019 | brand loyalty, Customer Experience, cx, CX strategy, digital transformation, Forrester Research
Businesses that lose sight of the human element in CX risk not seeing the benefits to the bottom line when undergoing digital transformation. That’s the stark message from Forrester for brands grappling with the rising expectations of customers.
by Vanessa Mitchell | May 9, 2019 | Advertising, banking royal commission, complaints, Customer Experience, cx, Forrester CX, Westpac
Most business might consider complaints negative and something to be avoided, but Westpac has decided to ‘lean in’ and use complaints to transform its organisation and customer experience (CX).
