In this article, Stuart Freer, GM Digital IT and User Experience at Coles, shares 5 essential steps Coles is taking to deliver a seamless omni-channel experience and the core lessons other organisations can learn from their customer experience journey to date.
Using data to build a meaningful customer experience: In the spotlight with Neil Hoyne, Head of Customer Analytics, Google (US)
In this article, Neil Hoyne, Head of Customer Analytics at Google (US) shares how you can make start to truly engage your customers through effective data capture and measurement techniques and the types of tools Google is using to achieve this in an increasingly connected and customer-dominated environment.
A back to basics approach to CX success: how Wyndham Hotels is creating memorable and personable experiences for customers
In this case study, Adam Geneave, Vice President of Customer Experience at Wyndham Resorts shares how he is leading a back to basics approach to create a seamless customer experience and the types of strategies his team is using to translate customer feedback into actionable solutions.
Customers no longer merely judge an experience they have with a brand based on the industry the outfit is from. Now, they benchmark the encounter against all of the “wow” moments they have ever received from any business. Ahead of the Customer Experience Management Summit 2019 we take a look back at the year that was in CX for 2018 then explore CX predictions for 2019
Need some convincing on the benefits of attending?
The 12th Annual Customer Experience Management Summit is Australia’s leading and longest running gathering of leaders driving the CX agenda for their organisations. Download the business case now for a snippet of what you can expect in 2019.
Ahead of the Customer Experience Management Summit 2019 we chat to Emma Brady, Customer Experience Manager at Cosmetic company, LUSH. Emma shares how LUSH has created superior customer experiences through a focus on shared passions and engaged employees.
Forrester has predicted that by 2020 CX will overtake price and product as the key brand differentiator. Satisfying the customer is no longer enough. Regardless of your industry your customer experience is now being compared to those provided by the likes of Uber, Amazon and Netflix.
How is this going to impact the way organisations operate in the CX space? What other factors are influencing the way organisations approach CX?
In the CEM Talks video series Charles Weiser, Chief Experience Officer at Optus and Peter Merrett Founder of the House of Wonderful explore in-depth.
The Six Part Video Series Looks at:
- CX – The Year That Was
- The Best (and worst) CX Stories
- Delighting Customers
- The Fundamentals of Creating Personalised CX
- Employees and the Customer Experience
- The Future of CX in Australia
Driving a transformation in all customer behaviours is digital disruption and innovation that is pushing customers online. This is felt especially in the financial services sector where footfall in bricks and mortar branches is steadily decreasing and the desire for omni-channel 24/7 experiences, increasing.
Customers' digital behaviors can initially seem haphazard and hard to decode. Despite the complexity of defining digital experience, brands must master this exercise if they are to delight customers and win loyalty.
To learn how your brand can define and evolve your customers digital experience download this exclusive report based on data from over 200 marketing and CX professionals from some of the world’s leading brands. The report provides unique insight into the strategy shaping digital experience.
Ahead of the Customer Experience Management Summit 2019 we share with you insights from our USA sister event. CEM USA have have conducted extensive market research to help you make better decisions when developing your customer strategy, with the aim of delivering a great experience with the profits to match.
Spotlight Interview with Pizza Hut's Chief Customer Officer: Harnessing Customer Insights to Aid Innovation, Drive Retention and Encourage Business Growth
Named one of the most influential brands in the world by UK-based Richtopia in 2018, it’s pretty safe to say that, if not everyone, at least the majority, have heard of Pizza Hut – maybe even eaten there. The global brand - operating in countries from El Salvador and Colombia, to Tanzania and Japan – is the world’s largest pizza chain, with some 18,400 locations.
The brand, founded in 1958, is constantly looking to evolve. Recently Pizza Hut Asia Pacific has begun working with customers as part of their innovation strategy to ensure they’re bringing customers what they want, how they want it and when.
Discussing these co-creation innovation strategies is Troy Barnes, Chief Customer Officer for Pizza Hut Asia Pacific (APAC), who also explores how customer driven innovation is aiding retention and encouraging business growth.