Client: “I don’t know how good or bad my customer’s satisfaction is as I’m finding it hard to get consistent responses to surveys because the survey experience is crappy/too long/too impersonal/too robotic.” Sound familiar? We have recently started implementing a tool for a client called Customer Thermometer for one of their IT helpdesks and it…
Digital Experience Platforms (DXPs) are the latest buzzword in digital transformation. This article from Squiz gives a handy guide to the differences between a traditional Content Management System (CMS) and a DXP. This focuses on meeting increasing customer demand for personalised content, intuitive search and knowing exactly where they are in their journey. [spacer height=”20px”]…
Forester recently published their Future of Work report for 2019. Foresters’ research paints a vision of exciting times ahead for us with new job types, more interesting and human work and enabling more flexible working models. Of particular interest is call centre automation that includes augmentation of bots, robotic process automation (RPA), predictive analytics and…
I came across a great article recently about ‘premortems’ which highlighted a great technique to start the project and think about genuine risks to the success of the project and put measures in place upfront to reduce the risks. Having run many projects, the real challenge is getting the project team to think about genuine…
Earlier this week we welcomed a number of our clients at a workshop focusing on digital transformation. First up, digital transformation does not mean digital only or digital preferred – it’s about designing smart, streamlined services and designed from a customer perspective. Getting started with your digital transformation can be an overwhelming task but it…
Recently, we have seen organisations shifting their focus from standalone technology implementations to adopting customer experience technology solutions using new approaches and tools to plan their technology transformation and CX roadmap. Here are some of the top trends we are seeing in this market: Embracing the new future of workforce Organisations now have the ability…
Our CEO, Todd Gorsuch was recently invited to speak at LivePro’s Annual Forum on the importance of employee engagement. Did you know that Australia has one of the highest percentages of “not engaged” employees in the world? While employee engagement can often be overlooked, it can drive big changes to your bottom line when improvements are…
8:30-10:30AM 8 OCTOBER SYDNEY CBD The digital transformation market is forecasted to reach $1.97 trillion in 2022, but with all this activity and noise, how do you know where to start your own digital journey? This practical workshop will help you understand what digital transformation means to your organisation, identify where you are now and…
Ours is a world of new ideas and constantly changing jargon –TQM, ADKAR, GANT, Scrum, Agile, Kanban, Six Sigma, LEAN, DMAIC, VUCA, auto key hotbots…and that’s just for starters. As we adopt replacement upon replacement of concepts and approaches to solving business, customer and employee needs, one very simple practice remains as important as ever.…
Often, we see businesses and leaders thriving to deliver great Customer Experience (CX). Over the last few years, many businesses have made significant investments in numerous channels to enhance customer satisfaction levels and customer retention, thereby improving what these businesses consider performance. These investments we have found block into two groups including “good CX” and…
Customer Experience
Digital
People and Business
Technology
