Leading-edge consumer brands have transformed reactive, legacy service into proactive care-focused experiences, establishing a new consumer expectation benchmark. Now, this transformation is rewriting the rules…
ACCC Probe a Privacy Wake-Up Call
Whatever your industry, you’d be hard pressed to find anyone who doesn’t say that customer data is important for business. Yet few are realising its…
The Digital Revolution One Step at a Time
Laying the right technology foundation is key for better customer outcomes, says icare general manager, financial management and treasury Fehraz Fallil. It is said that…
Experience Management: Turning Experience Into Innovation
In the last few years, Experience Management has emerged as one of the biggest differentiators behind business success. Yet for far too many organisations, Experience…
Optimising the customer experience: Sigma Healthcare’s approach
Two years ago, Sigma Healthcare, a wholesaler and distributor to the pharmacy sector, decided to take a look into the future to ensure customers were…
Rethinking the employee experience
The experience economy is prompting businesses to reconsider how they engage with not just consumers but also their greatest asset, their employees, to ensure they…
How the age of customer experience changes the way we do business
Understanding the problem your customer is trying to address and focusing on how you can resolve that with your products and services is the key…
Why digital empathy matters to government
We live in a time where pundits know within hours of election polls closing who will win … and yet our ability to achieve the same…
Creating frictionless experiences for your customers
We live in an age where experience dictates loyalty. Whether an experience is a good one or a bad one depends on the amount of…
Why we buy: the brain science behind our decisions
This article first appeared in the Australian Financial Review It’s no secret consumer decisions are big business. But researchers are only just starting to understand…
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