Customer experience

Mark Kessler - Head of Digital Strategy and Product Development, IAG

How start-up principles can revolutionise your organisation’s customer experience

Startup

Companies need to think lean and efficient if they want to provide first class customer experience says Mark Kessler, Head of Digital Strategy & Digital Product Development at IAG.

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Jason Bradshaw Director Customer Experience – Volkswagen Group Australia

Why an obsession with people – not a silver bullet – is the key to CX

Silver bullet

Forget about silver bullets. At the heart of a successful CX program is a laser-like people focus, says Jason Bradshaw, Director Customer Experience at Volkswagen Group Australia.

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David Pisker - Head of Customer Experience, Officeworks

The evolution of customer experience

Gorilla with digital Tablet

The elements of customer experience (CX) have long existed but it’s only in the last decade they have come together to form CX as we know it, says David Pisker, National Customer Experience and eCommerce Manager at Officeworks. And the evolution is far from complete.

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Mark Abay - Content Director, Ashton Media

The top 10 CX pain points of Australian companies

CX pain points

Customer experience professionals are in the business of finding and fixing the pain points of customers, but what about theirs? We take a look at the challenges keeping our CX pros awake at night.

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Mark Abay - Content Director, Ashton Media

CX: A multiple decade initiative

Kerry Bodine

Customer experience expert Kerry Bodine says even companies already implementing CX initiatives are aware there’s some way to go and it’s an ongoing quest that isn’t likely to be ‘solved’ anytime soon.

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Mark Abay - Content Director, Ashton Media

The future of programmatic is servicing customers

Vic Walia

While it currently works as a direct response channel, Vic Walia, Senior Director of Brand Marketing for Expedia, says programmatic is on the path to becoming so much more for brands and consumers.

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Tom McCann - Senior Analyst, Forrester Research

Companies are failing at delivering on their promise of a true omni-channel experience

2015 CX Forum

If the 2015 Customer Experience Forum highlighted one point, it was that siloed organisational structures are to blame for many companies missing the mark when it comes to omni-channel experiences, says Forrester’s Tom McCann.

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Adam Novak - Head of Customer Experience, NIB Health Funds

Leveraging positive feedback to improve the customer journey

Focus on the positive when it comes to your customer feedback, says nib’s Adam Novak. The results have the power to impact your entire business and the customer journey.

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Mark Abay - Content Director, Ashton Media

In five years time our data could be more valuable than our 620 store real estate portfolio

Phone in store

7-Eleven is proof positive that building a data strategy can add untold value to your business.

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Sharon Melamed - Managing Director, Matchboard

Adapting to the Contact Centre of the Future

What does the future hold for the contact centre? Check out these insights from the “Adapting to the Contact Centre of the Future” roundtable.

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