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With the coronavirus outbreak, customer experience teams across the globe have had to rapidly adapt amid ticket spikes, customer cancellations, market volatility, and increased uncertainty. Each week [...] Read More
In these difficult times with more and more of us working from home, managing teams and being productive is an entirely new challenge for a lot of us. When working from home, it’s crucial that you k[...] Read More
With the variety of ways that customers reach out for support—like via email, calling over the phone, initiating a live chat—it makes sense for companies to invest in an omnichannel experience. But gi[...] Read More
Customer loyalty can help drive the success of a business, and the customer experience (CX) drives loyalty. The data is clear: 74% of customers feel loyal to a particular brand or company 52% of custo[...] Read More
It’s now clear that all parts of your business need to be CX focussed – not just the front office. Gateway Bank is an example of a company so obsessed with customer centricity that they recently promo[...] Read More
Tell us a bit about your background and how you ended up in your current role. Read More
Ahead of the Chief Customer Officer New Zealand conference, we caught up with Phillipa Cameron, Chief Customer Officer at Stuff NZ to discuss the biggest challenges she faces in her role, and how to t[...] Read More
Ahead of the inaugural Future Contact Centres Sydney event, we caught up with Michelle Shiers, Complex Customer Care Lead, Telstra to discuss their contact centre vision, their biggest takeaways from [...] Read More
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