Usabilla’s Voice of Customer platform has fundamentally changed the way Energy Super gathers, analyzes and acts on member feedback.
Three-quarters of organisations increased customer experience (CX) technology investments in 2018, according to Gartner.
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.
?When Allianz was looking to build and launch a new product, Retire+, it wanted to shake things up.
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.
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).