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
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
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 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
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
In the face of growing communications complexity, how do you ensure a consistent brand experience? The answer is through your CCM system.
Companies are increasingly recognising that differentiation through products and services alone is no longer enough. As the expectations of modern consumers continue to soar, the new battleground is customer experience. According to research by Gartner, 81% of marketing leaders said that they expected to be
In our blogs about people and process last year we covered a lot of ground: Sources of truth, change management, requirements management, testing and people and organisation. A common theme through those articles was workflow to sharpen process and to ensure the content in your
Do you have the right CCM solution and partner for your future omni-channel customer communication needs? Why do you get up in the morning? Picture this; you are the person int your organisation that owns the… content of your comms or look and feel of