We’re in an era of digital disruption and customers expect you to earn their loyalty, over and over again. If you can’t, or won’t provide a great customer experience, they’re more likely to complain or simply take their money elsewhere. Customers are more informed, more
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
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
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