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CX Signals GenAI: Unlock deeper CX insights by leveraging unfiltered customer sentiment on social media and reviews
Harness the power of social media and reviews to help improve your Customer Experience (CX).
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The Morphing Store: bricks and mortar evolution in a convergent commerce world
What are the imperatives for survival and success of the physical store in a shifting commerce environment?
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Putting in the Effort: Why treating customers fairly is key to business success
Measuring customer effort in isolation is not enough. Organisations need to measure the Customer: Company Effort Ratio (C:CER) which takes both perceived customer and company effort into account.
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Up close and personal: Humanising omnichannel
Humanising omnichannel means seamless customer journeys are just the start.
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How your contribution can make a difference
Would you like to be part of oncology - medical research in Australia?
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Customers four times more likely to stop doing business with a company after negative experience – Ipsos Loyalty study
Australian companies expect their customers to do too much to resolve bad experiences