Why your biggest CX issues shouldn’t always be your top CX priorities

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mproved customer experience can have huge and widespread impact on success against broader business objectives – such as increasing revenue and improving customer loyalty.

But only if they’re focused in a way to drive biggest bottom-line impact.

I’ve worked with companies across various industries examining customer-initiated feedback to uncover CX pain points. In presenting my findings to clients, I have learned there is no “one size fits all” approach to prioritising and acting on feedback.… Read More

Consumers still crave the human touch In customer service

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Consumers still crave human engagement in customer service meaning an over reliance on digital channels can jeopardise customer relationships, according to a Verint White Paper, The Digital Tipping Point.

Our research found a customer’s channel preference is contextual and there are several instances where digital doesn’t stack up.

“Ultimately, all channels need to be present. It will not be a landslide to digital or back to voice but a waterfall effect,” according to Mary Wardley, … Read More

Make digital innovation your business priority in 2018

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When it comes to enhancing the customer experience, digital innovation can have a significant impact upon customer satisfaction and loyalty. Digital has the power to unlock a rich portfolio of insights and reveal valuable data about customer engagement levels, buying preferences and emotional drivers.

Given that 84% of Australians access the internet daily, CEOs and leaders who own the digital space will be better equipped to boost customer engagement and promote brand awareness.

Creating … Read More