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Financial downturns – how can CX leaders help their organisations emerge stronger?

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...


Roses Only achieves record customer retention with Macquarie Telecom

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...


Customer experience trends to look out for in 2023

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...


Is this the end of customer loyalty?

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...


Over half of online merchants report checkout issues during peak shopping times

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...


CX is becoming more specialised to tackle ‘people paradox’ 

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...


Customer experience solutions for SMEs: how important is it? 

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...


Keeping compliant as Australia’s workforce defaults to digital 

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...


70% of Gen Z believe they don’t receive excellent CX on social media 

Emplifi, a leading unified customer experience platform, released 7 Key Consumer Expectations Impacting Social Media Success Today, a report outlining generational insights into how different groups engage with brands, specifically in regard to social shopping and CX. Surveying more than 1,000...


Customer experience innovation to grow in the next decade 

Customer contact centre operations are set to undergo transformation to improve customer experience (CX) delivery, finds new research from  Frost & Sullivan. Commissioned by  Webhelp, the study of over 1,000 senior customer experience management professionals finds...


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