The Customer Show has commissioned and important report, entitled The CX Buyers Insights Report, that shows insights of what is most important to C-Level to Team level. You can download the buyers insights report here. Key Findings While there is a lot to cover in the report the key findings were: 72% of people say Data matter:…
Assessing your Cybersecurity – 11 steps to futureproof your readiness. Cybersecurity has become a top priority for businesses of all sizes, as the number of attacks continues to increase. It’s essential to have proper controls and monitoring in place to identify any attempted breaches. However, this can be a daunting task, especially for large and…
There is a saying “the customer is always right” so how does this play out in the health sector when the customer is also the patient? Let’s take a look. The increasing use of Electronic Health Records (EHR) and software in labs, pharmacies, and other healthcare settings, as well as the growth in data sourced…
Despite their relative youth (in Australia), robots have found confident footing in many business processes. There is an undeniable rush to automate as many workflows and processes as possible in order to reap the benefits of Robotic Process Automation (RPA), and that’s for good reason. RPA can provide businesses with a long list of benefits…
I participated in a panel event today hosted by the Public Sector Network (PSN) focused on Financial Analytics. As you probably know, panel events flow fast (by design!) and as panellists we don’t always get a chance to give a detailed answer, I thought it might be beneficial to share my perspective on the queries…
In this whitepaper from Forrester, Robotic Process Automation (RPA) is shown to improve the customer experience, and there is a clear path to doing so. When any technology or tool is used correctly, that is, operationalised well, it can produce significant improvements to how customer service agents deliver service. What we have seen is robotic…
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…
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…
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…
So, what’s on trend right now? There is a new measure in town, ROX – Return on Experience. It is a hybrid metric that captures the ROI of the existing measurements of CX Customer Experience and Employ Experience, (EX). It is now finding its way to board tables and government. It may be new in…
Customer Experience
Digital
People and Business
Technology
