Insights

Get the latest CXM insights straight to your inbox.

Blogs Case Studies Events Fireside chat Infographics Whitepapers

Transitioning to streamlined digital processes for quality customer experiences

4 months ago in

2020 has brought about many challenges for organisations unprepared for the rapid shift to digital cloud-based processes. As we discussed in our recent webinar on The New Normal, the organisations that were able to rapidly and smoothly shift to digital platforms for customer communications and

Customer experience statistics that show positive CX starts with communication

6 months ago in

Eye-opening stats that show positive customer experience starts with communication Marketing leaders know that delivering a better customer experience (CX) is a competitive driver. Achieving high levels of engagement and positive sentiment across the entire customer journey starts with effective communication. Why? Because communication lies

[WEBINAR] The New Normal in Customer Communications

7 months ago in

Experience and automation are the new norm in customer communications. Is your CCM able to respond? Changing customer expectations and the pandemic have put pressure on customer communications. We’re entering a world where there is no blueprint for what to do next, and responding effectively to

Why investing in employee experience will improve customer experience

7 months ago in

Improving customer experience (CX) is high on the list of priorities of clever companies that know a positive CX contributes to more loyal customers and higher revenues. So why does employee experience matter? Delivering the experiences that matter inevitably requires capitalising on technology. Integrated, cloud-based tools

How to make customer on-demand self-service a success story

7 months ago in

Does customer on-demand self-service mean impersonal service? It’s a valid concern for marketers and customer experience managers because how you make customers feel is important. After all, according to Forrester: ‘…emotion plays a critical role in differentiating brands and has a bigger impact on brand

What crisis communication can teach us about the ideal approval process

8 months ago in

How your company responds in a crisis—and communicates that response—will impact your ability to retain customers, avoid significant damage, and grow your business. Crisis communication is an important aspect of business continuity, but it’s also critical to showing customers that you’re responding to their needs.

The opportunity for operations to improve customer experience

8 months ago in

The opportunity for operations to improve customer experience The global pandemic has taken the world by surprise and left many organisations scrambling to respond appropriately. The fast-moving nature of the crisis has shown that a better customer experience depends on seamless and adaptable systems. In

ClearView’s automated customer communications success

10 months ago in

The situation ClearView is a financial services company with a focus on insurance and wealth management. With the intent of supporting their customers’ long-term financial security, they are in regular communication with thousands of people in relation to a range of products and services. Every

Six trends in customer communications worth responding to (and how to respond)

11 months ago in

Six trends in customer communications worth responding to (and how to respond) The customer communications landscape is evolving rapidly. Digital transformation has changed the game by opening up a variety of new channels and also dramatically raising consumer expectations. With so much competition for your

The new metrics of customer experience

11 months ago in

Although companies are increasingly recognising the importance of exceptional customer experience, the numbers show that few are achieving it. Forrester’s Australia 2019 Customer Experience Index (CX Index™) reveals that despite an overall improvement in CX quality between 2018 and 2019, the experiences delivered by two-thirds

Shift: how to use CCM communication strategies to shape customer behaviour

11 months ago in

In the always-on world of smartphones, the internet, and social media, we’re being increasingly bombarded with information and messages. Cutting through the noise to reach your customers is becoming more and more difficult. Against this backdrop, what constitutes good customer experience is also changing. Users

CCM: the secret weapon for a consistent brand experience

11 months ago in

In the face of growing communications complexity, how do you ensure a consistent brand experience? The answer is through your CCM system.

Transitioning to streamlined digital processes for quality customer experiences

Customer experience statistics that show positive CX starts with communication

[WEBINAR] The New Normal in Customer Communications

Why investing in employee experience will improve customer experience

How to make customer on-demand self-service a success story

What crisis communication can teach us about the ideal approval process

The opportunity for operations to improve customer experience

ClearView’s automated customer communications success

Six trends in customer communications worth responding to (and how to respond)

The new metrics of customer experience

Shift: how to use CCM communication strategies to shape customer behaviour

CCM: the secret weapon for a consistent brand experience

Services

About

Contact

Skip links

Insights

Services

About

Contact