Customer Support

Strategy

Why this customer chief is picking up the phone

The ascent of the digitally savvy consumer has accordingly given rise to the fully digital brand. But in an era where experience trumps almost everything else, sometimes even the most sophisticated digital solutions fall short of what a customer actually needs.

Strategy

12 CX predictions for 2022

As we usher in 2022, CMO asked the industry to share their top predictions around customer experience capability and culture, from the tech innovations driving its advancement, through to communication trends, measurement and the very human elements required in every CX approach.

Measurement & Analytics

How this AI startup is overcoming the challenges of cultural accents

US-based artificial intelligence startup, Sanas, has been working to unpick the nuances of accents to make communication easier for people from different backgrounds. That could have huge implications for any marketer who wants to improve customer experience through voice channels by helping both customers and staff be better understood.

Strategy

Slack customer chief: Stop viewing CX as a cost centre

Differentiated and personalised support is table stakes for companies, according to Slack VP of customer service, Ali Rayl, speaking at this week’s slack frontiers event. And some of the best examples of this kind of customer service are unique - not just to an industry or a business, but unique to the company its mission, vision and goals.

Strategy

Report: Customers and post-purchase experience remains disconnected

Post-purchase help and communications, plus a sense of belonging to a community, are vital factors influencing loyalty across Australian consumers. Yet these elements continue to be a let down for many of us when engaging with brands, a new survey has found.

Strategy

Why the newest member of BT’s contact centre is a chatbot

BT recently launched a 24/7 online virtual assistant ‘Blue’, which supports advisers and their clients seeking immediate responses to common questions, step-by-step guides and connecting people to one of our specialised support teams. The chatbot is learning ‘on the job’ and in a single week has helped over 900 people and responded to more than 2000 queries for the financial services company.

Strategy

How JAX Tyres & Auto employees became CX believers

When incoming JAX Tyres & Auto CEO, Steve Grossrieder, took the reins in 2017, he soon discovered the company had been quite good at customer service, yet was lacking the consistency of an embedded customer experience platform and approach.

Strategy

Why top customer support needs technology and humans

Customers want phone, email and online help, plus new tools like messaging and chat bots with help from real human agents, according to BT’s Autonomous Customer 2020 research. The report said, while technologies come and go, the message from customers is unchanged: Make it easy, make it secure and we will reward you.

People

NBN Co debuts virtual customer engagement sessions

​NBN Co, operator of Australia’s national broadband network (nbn), has taken its customer ambassadors online with a new virtual offering designed to replace the face-to-face time lacking during COVID-19.

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Latest Whitepapers

State of the CMO 2021

CMO’s State of the CMO is an annual industry research initiative aimed at gauging how ...

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Rajat Kumar

Why flipping Status Quo Bias is the key to B2B marketing success

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good this information are very helpful for millions of peoples customer loyalty Consultant is an important part of every business.

Tom Devid

Report: 4 ways to generate customer loyalty

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Great post, thanks for sharing such a informative content.

CodeWare Limited

APAC software company brings on first VP of growth

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This article highlights Gartner’s latest digital experience platforms report and how they are influencing content operations ecosystems. ...

vikram Roy

Gartner 2022 Digital Experience Platforms reveals leading vendor players

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What about this one FormDesigner.pro? I think it's a great platform providing a lot of options, you can collect different data and work w...

Salvador Lopez

Gartner highlights four content marketing platform players as leaders

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Blog Posts

​Why we need to look at the whole brand puzzle, not just play with the pieces

Creating meaningful brands should be a holistic and considered process. However, all too frequently it’s one that is disparate and reactive, where one objective is prioritized at the expense of all others. So, what are the key pieces to the ‘good’ brand puzzle?

Marketing overseas? 4 ways to make your message stick

Companies encounter a variety of challenges when it comes to marketing overseas. Marketing departments often don’t know much about the business and cultural context of the international audiences they are trying to reach. Sometimes they are also unsure about what kind of marketing they should be doing.

Cynthia Dearin

Author, business strategist, advisor

From unconscious to reflective: What level of data user are you?

Using data is a hot topic right now. Leaders are realising data can no longer just be the responsibility of dedicated analysts or staff with ‘data’ in their title or role description.

Dr Selena Fisk

Data expert, author

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