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Businesses rarely operate their customer service organizations in isolation anymore. The contact center has evolved from a siloed arm of operations into a unit that needs to be more fully integrated with the rest of an enterprise. This shift, which has taken place at leading companies but remains in process for many more, necessitates a re-evaluation of the underlying software and hardware stack.
Report: The new frontier of customer experience: what's driving change in Customer Experience in 2017 and how are Australian organisations responding?
Ahead of the 10th Annual Customer Management Summit 2017 we surveyed over 90 Australian customer experience leaders and professionals from different industries, to answer these questions and uncover what’s driving change in customer experience and how Australian organisations are responding.
This report explores three major areas Australian organisations are focusing on to improve their customer experience strategies to deliver an exceptional customer experience, including:
- Integrating digital and driving innovation across all customer experience functions
- Measuring, mapping and quantifying the customer experience across all channels
- Enhancing customer experience by creating and maintain a customercentric culture
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.
Ahead of Customer Experience Management 2017, Raju explores some of the biggest hurdles that stop companies from truly understanding their customers and the strategies they can use to successfully create and implement customer journey mapping in order to create a seamless customer experience.
How one organisation saved millions by empowering their employees to deliver an exceptional customer experience
In this article, Peta Granger, Director at Lush, explores the core elements of LUSH’s CX strategy and the steps they are taking to drive exceptional customer experience in order to turn their customers into impassioned brand advocates
Your personalised schedule at an Exchange is certainly intensive, but also productive and rewarding. So, what makes Exchange different from other events you’ve attended?
Hear what our past attendees and sponsors from the recent Contact Centre Leaders Exchange have to say about the value of attending.