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.
Aussie, customer experience, CX
As an online business, customer experience can be your worst nightmare or your greatest opportunity.
customer experience, customer journey, customer journey mapping, CX, digital touch points, map customer journey, online conversations, Traction Digital, useful data, using customer data
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.
Craig James, CX, NPS, optus
Humans are the difference between businesses that provide great customer experience and advocacy and those that do not.
culture, customer experience, CX, human tribe, people
CX teams have the greatest opportunity to capitalise on change according to Kate Christiansen, author of The Thrive Cycle.
change, change management, customer experience, CX
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.
customer experience, CX, digital strategy
IAG’s Grant Pattison reckons he was the insurance industry’s first official marketing technologist. He tells us what that means for customer experience.
customer experience, CX, Grant Pattison, IAG, marketing technologist, martech
Sitecore’s Nicole Stirling recounts the top moments from the Customer 360 Symposium.
customer experience, CX, sitecore
Khaled Akl experienced first-hand the importance of having a CX crisis management plan while overseeing operations for Unilever during the Arab Spring.
customer experience, CX, khaled akl, unilever
With changing consumer habits and a shifting business model, could customer experience be News Corp’s secret weapon?
customer experience, CX, disruption, kristen haynes, media, news corp, publisher