Businesses achieving high Net Promoter Scores (NPS) are invariably gratified by this single number. But arguably, there has been some blind trust as to how significant this figure is on the bottom line.

Australians want to hear from brands that have an impact on our immediate concerns during the coronavirus, according to the GrowthOps COVID-19 survey, which took a daily pulse check on how the coronavirus was affecting Australians’ feelings and behaviour. And brands that can show they care will stand out and this, in turn, will help them build brand equity.

TerryWhite Chemmart has taken a customer-first approach and has improved its customer satisfaction ratings as a result.

​Sunsuper was born in the late 80s in an era when the government was moving towards compulsory superannuation for all Australians as a key pillar in supporting their retirement. Superannuation started as a simple idea that people paid forward their retirement on a regular basis for their working life without relying on a government funded pension.

Virgin Australia has had so much success enhancing customer experience by implementing voice of customer technology on its mobile app, the airline is now implementing the capability across other digital channels.

​Measuring CX is vital, but difficult, to do, according to Gartner, as there are hundreds of metrics to choose from and various levels within an organisation to which they should be applied.

With so many organisations now focused on improving the experience they provide to customers, it’s not surprising to see multiple methods have emerged for measuring the quality of that experience.

Voice of customer (VOC) programs are becoming increasingly popular with marketers, but there are some general do’s and don’ts to follow if they're going to succeed.

World-leading brands that maintain the highest level of customer experience satisfaction are more than twice as likely than others to employ comprehensive, leading-edge technology solutions, a new global study found.

Customer experience and a customer-centric approach remains top of the agenda for most marketing leaders. But according to recent research from Forrester, only a third of Australian brands added or improved on their CX measurement in the past year. So just what does it take to measure your customer experience efforts successfully?

Customers don’t just want a user-friendly experience, they want to be thrilled and delighted. But an increasingly data-focused culture is seeing more and more brands missing the mark, experts warn.

The Commonwealth Bank has highlighted stronger customer engagement and support along with innovation for delivering a 2 per cent increase in net profit for its full-year results for the financial year to 30 June 2016.

The chief customer officer (CCO) is becoming more prevalent than ever at the highest level in the boardroom. Software AG's first chief customer officer shares how he's helping instill customer centricity at the enterprise vendor.

The proliferation of virtual assistant technology means organisations can now leverage more innovative ways to enhance customer experience and improve retention rates.