Visiting Merivale’s world-class venues is only one part of the customer experience. Merivale’s Andrew El-Bayeh outlines how the hospitality group is thinking CX before customers step foot inside.
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.
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.
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.
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.
If 2015 wasn’t the year of programmatic, 2016 certainly will be. In anticipation of the 2016 Programmatic Summit, we spoke to some of the biggest names in the space to pinpoint the trends to watch out for.
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.