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