Two-thirds (64%) of customers will leave a negative review when their delivery is delayed or they receive an unsatisfactory response to a ‘where is my order’ (WISMO) query, highlighting the critical role of real-time post-purchase delivery information and customer communication in...

Wise Move, an online moving platform in South Africa, is revolutionising the South African moving industry by becoming the first online platform to harness the power of OpenAI’s ChatGPT through Artificial Intelligence (AI) integration. The company’s cutting-edge technology provides...

Bill Staikos, Senior Vice President, Evangelist and Head of Community Engagement at Medallia, talks to us about the steps CX leaders can take to successfully get their business through times of economic turbulence. The last few years have been challenging in more ways than one and our economy has...

One of Australia’s leading online flower delivery service, Roses Only, has reported record customer retention, doubled orders, mitigated the impact from the Brisbane floods and is looking at business expansion with support from Macquarie Telecom. Roses Only employs around 300 staff and has...

The continued growth in online shopping means brands are more under pressure than ever to provide sleek digital experiences. So, what should companies look to improve and invest in with regards to customer experience in the year ahead. Five customer experience professionals from leading brands...

Over half (56%) of Brits have switched from a favourite brand they were loyal to due to increased inflation and the cost of living crisis, while one in five shoppers (19%) agree that they can ‘no longer afford to be loyal’. That’s...

The majority of online SMBs (small to medium size businesses) rely on seasonal business to keep them afloat,but around half (52%) say they have experienced checkout issues during these vital surge shopping periods, up from 43% in 2021. That’s according to new research with over 1,100...

A new report by MIT Technology Review Insights explores how global organisations are reassessing their customer experience (CX) workforce and processes in the post-pandemic era.  The report, Customer experience and the future of work, is produced in association with Genesys and...

Consumer values are continuously evolving and are vital to any business, especially to SMEs. Chris Sparling, CX Strategy Director at Reputation, talks to us about why customer experience matters and how start-ups can provide a positive one.   Customer experience (CX) is a vital part of...

Jeremy Paton, Team Engagement Solutions Lead, APAC, Avaya, examines how evolving consumer habits and expectations can affect the cybersecurity of businesses while staying compliant.  Australia’s appetite for digital services is rampant. While there’s still a time and place for...