Posts in Customer Experience

Robotic Process Automation

Robotic Process Automation: Get ready for robot-assisted customer experience

September 21st, 2018 Posted by Customer Experience, Technology

If you haven’t already considered implementing RPA in your contact centre – here’s why you should.

save customers time

How To Save Your Customers Time When They Call You

September 19th, 2018 Posted by Customer Experience, Mobility

If the thought of calling you fills your customers with dread, it’s time to do something about it, before they find a competitor who’s more efficient.

avoidable customer churn

How to Avoid Avoidable Customer Churn

September 7th, 2018 Posted by Business Intelligence, Customer Experience, Customer Loyalty

Avoidable customer churn is estimated to cost companies $A45b per year. Driver analysis and predictive modelling can help reduce churn.

wow customer experiences

6 Ways Contact Centres Can Create WOW Customer Experiences

August 18th, 2018 Posted by Customer Experience, Mobility, PCI DSS Compliance

Should customer service teams be providing ‘wow’ customer experiences? And what exactly is a ‘wow’ experience anyway? It might not be what you think.

AI applications

Are you a front-runner in customer-focused AI?

August 15th, 2018 Posted by Customer Experience, Technology

It’s easy to get caught up in the hype for Artificial Intelligence, but are you properly deploying customer-focused AI?

contact centre communications

Do Your Customers Understand?

August 3rd, 2018 Posted by Customer Experience, Customer Loyalty

Discover the communication issues which cost you money, and the types of things you should avoid saying or writing.

customer journey

The Importance of Smoothing the Customer Journey

July 27th, 2018 Posted by Customer Experience, Customer Loyalty

Is your customer journey disconnected? If so, this survey of more than 1,000 Australian consumers shows you exactly how much you’re risking.

Customer effort

Why Reducing Customer Effort is Better Than Delighting Customers

July 20th, 2018 Posted by Customer Experience, Customer Loyalty

Discover why reducing customer effort improves customer loyalty, and five ways to achieve that now.