Posts Taged cx

The customer experience balancing act

CX balancing act

Customer experience is the result of a delicate balancing act of technology, people and culture says
Richard Burns, General Manager Customer Experience and Technology at Aussie.

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How to have meaningful conversations with online customers

customer journey mapping

As an online business, customer experience can be your worst nightmare or your greatest opportunity.

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Where are Australian businesses at with NPS?

NPS

Working with NPS is an ongoing mission, even for businesses that have an established program, says Craig James, Associate Director, Customer Experience and Insights at Optus.

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A customer experience culture

Customer experience

Humans are the difference between businesses that provide great customer experience and advocacy and those that do not.

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How CX can thrive during change

Kate Christiansen

CX teams have the greatest opportunity to capitalise on change according to Kate Christiansen, author of The Thrive Cycle.

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Delivering a streamlined digital strategy to amplify promotions

beer bubbles

Traction Digital’s Adam Quirk looks to the example of a beer promotion with a streamlined digital strategy that worked to overcome customer experience hurdles.

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The marketing technologist enters the CX fold

Grant Pattison

IAG’s Grant Pattison reckons he was the insurance industry’s first official marketing technologist. He tells us what that means for customer experience.

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‘Be Present, Not Perfect’ – 14 top quotes from Customer 360

Sitecore’s Nicole Stirling recounts the top moments from the Customer 360 Symposium.

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Customer experience in times of crisis

Khaled Akl

Khaled Akl experienced first-hand the importance of having a CX crisis management plan while overseeing operations for Unilever during the Arab Spring.

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How customer experience is helping News Corp to connect

Kristen Haynes

With changing consumer habits and a shifting business model, could customer experience be News Corp’s secret weapon?

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