4 Main Customer Personas Emerging During the Crisis
The COVID-19 health crisis has shifted the relationship between customers and businesses to an unprecedented extent. Customers are approaching businesses with shifted expectations
CX
3 Must-do Strategies to Manage your NPS Program during COVID-19
The COVID-19 period has created an unprecedented shock for CX relations. With high anxieties and uncertainty throughout society, companies need to rethink how
Aged Care in the CX Spotlight
‘Carrot & Stick’ Incentives to drive CX innovation The Aged Care sector in Australia appears to be set for a
Improving CX: Are you in it for the Long Run? You Should Be!
Thanks to accelerating socio-economic enlightenment and recent advancements in AI, personalising customer experiences has increasingly become a necessity to stay
Evolving your CX Program: 4 simple steps towards CX Success
Starting your journey into your first CX program implementation can be an overwhelming thought. Your plan is to keep it
Customer experience – a human perspective
In the era of customer focus and fierce competition, a natural step for you will be to implement a customer
No Substitute for Listening to and Observing Customers
“Say-Do Gap” should become “Say-Do Insights” The recent downfall of Shoes of Prey has provided a spectacular reminder of the
My customers keep telling me things I already know. How do CX leaders avoid this?
Customer Experience management is a long game. Usually the bigger the issue the longer it will take to resolve (if
CX and the Digitised Customer
Offline becomes Online in the new digital universe The rush to digitise our experiences – from facial recognition at airports
How to improve the Customer Experience: Closing the Feedback Loop
Closing the loop in an electrical sense means closing off a circuit. There is a gap somewhere that prevents a
