With changing consumer habits and a shifting business model, could customer experience be News Corp’s secret weapon?
From choosing CX KPIs to defining them and understanding how your contact centre fits into the equation, we take a look at the top five takeaways from this year’s symposium.
While you need the systems in place to underpin an organisation’s customer experience proposition, culture is the most important piece of the puzzle, says ING Direct’s Lisa Claes.
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.
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.
Ahead of his keynote presentation at the upcoming Data Strategy Symposium, Lucan Creamer, Executive Manager of Commercial and Marketing at Events Melbourne – City of Melbourne, explains the monumental impact data-driven marketing has had on how he does business.