There Are No Rules, And Other CX Lessons Learnt Through The Morning Commute.
What makes a good experience? It is said that by 2020, customer experience will overtake price and product as a key brand differentiator. However, there is no fixed set of rules that makes the experience of one brand better than the other. Experience can be defined as a series of events and interactions that leaves […]
4 Key Touch Points that Make or Break your Customer Experience
Customer experience lives and dies on touchpoints. There is no getting around the fact that there are key moments that define your brand perception with your customer base. We know this because we experience it ourselves. Think about an interaction you’ve had with a brand this week. How do you feel about them? More importantly, […]
5 Aussie Women Who Are Leading Tech In 2018
2018 is an exciting year for women in technology. No longer is technology start-ups a space for men to shine and shine alone, but many of our on-shore companies are dominating the ranks with strong female leaders at the helm. In celebration of International Women’s Day 2018, we’ve put together a list of women who […]
4 Ways You Can Create a Feedback Culture In Your Company
So, you and your company are ready to begin the journey of taking CX seriously – it’s a well overdue strategic move, you know how important it is to consider CX, and your company is in prime position to begin the change! So how do you do it? What steps are needed to be taken […]
Why Customer Feedback Programs are Essential for B2B Companies
Traditionally customer feedback programs have been considered essential for business to consumer companies. When a consumer interacts with a brand, seeking feedback about the experience has become the norm and an expectation. However, B2B companies have not been as quick to adopt voice of customer strategies or set up formal customer feedback programs. From the […]
UX in a CX Context: “Seeing the Wood for the Trees”
The difference between CX & UX Whilst User Experience (UX) and Customer Experience (CX) are very similar concepts, the terms are not interchangeable. UX is a specific component within CX that concerns the usability of your product or site. CX, on the other hand encompasses the end-to-end customer experience across many touch points, episodes […]
When Personal Best is Not Enough! The Missing Competitive Link in NPS.
“Every day in Africa a gazelle wakes up. It knows it must run faster than the fastest lion or it will be killed. Every morning a lion wakes up. It knows it must outrun the slowest gazelle or it will starve to death. It doesn’t matter whether you are a lion or a gazelle. When […]