Customer experience

Counting the cost of Customer Experience during COVID-19

The delicate economic balance between cost and customer experience was under the spotlight even before COVID-19. Now, the spotlight has been amped up as Australia resets how businesses interact with consumers.

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In the world of customer centricity, and fickle tech-savvy consumers, data is the game changer

Australia’s banking industry will be increasingly shaped by customer demands, and the need to meet the heightened expectations of customers.

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The overwhelming case for understanding the customer experience you are actually delivering

A recent very high profile, and now infamous incident on a US airline has demonstrated the significant effect of what happens when you let the design of your customer experience…

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Does ‘Customer Experience’ exist in the Defence Industry? We think it should

An increasing number of my corporate clients are reviewing how they interact with their customers, they are seeking to improve the ‘experience’ their customers have when interacting with their product…

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