Posts in Customer Experience

CX best practice in Australia

What’s CX best practice in Australia?

May 1st, 2020 Posted by Customer Experience

Until now, contact centre benchmarking stats and reports have been heavily US-focused. But what’s CX best practice in Australia?

manage angry customers

Turning that frown upside down: How to manage an angry customer

April 17th, 2020 Posted by Customer Experience

There are good ways and bad to manage an angry customer. We share our thoughts on how to turn the tirade, and boost customer rapport.

Delivering the ultimate customer experience

8 fundamentals for delivering the ultimate CX – part 2

April 3rd, 2020 Posted by Customer Experience

In Part 2 of our post on delivering the ultimate customer experience, we cover the last four fundamentals to getting things right.

Staff morale and customer experience

CX as a function of happy teams: tools to help analyse wellbeing and engagement

March 20th, 2020 Posted by Customer Experience

When it comes to keeping staff morale and customer experience up, solid data can play a pivotal role.

Delivering the ultimate customer experience

8 fundamentals for delivering the ultimate CX – Part I

March 6th, 2020 Posted by Customer Experience

Delivering the ultimate customer experience can be a complex undertaking. Here are the first four of eight fundamentals for success.

What customers want

Building a Customer Experience Your Customers Actually Want

January 17th, 2020 Posted by Customer Experience

Building a quality relationship with your customers is no different to any other. It’s all about really knowing what your customers want.

The Rise and Rise of The Customer Experience Economy

December 6th, 2019 Posted by Customer Experience

Yes, it’s a thing. And if you want a lucrative slice of it, there are a few things you need to know.

Closing the customer experience gap

Closing the Customer Experience Gap

November 22nd, 2019 Posted by Customer Experience

While creating a great customer experience is all the rage, there’s still too big a gap between expectations and reality.