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How DBS Bank is using human centred design principles to create an exceptional customer experience

In this article, Raju Nair, Executive Director, Head of Customer Journey Design at DBS Bank, explores some of the biggest hurdles that stop companies from truly understanding their customers and the strategies they can use to successfully create and implement customer journey mapping in order to create a seamless customer experience.

The new frontier of customer experience: what's driving change in Customer Experience in 2017 and how are Australian organisations responding?

The new frontier of customer experience: what's driving change in Customer Experience in 2017 and how are Australian organisations responding?

Ahead of the 10th Annual Customer Management Summit 2017 we surveyed over 90 Australian customer experience leaders and professionals from different industries, to answer these questions and uncover what’s driving change in customer experience and how Australian organisations are responding.

This report explores three major areas Australian organisations are focusing on to improve their customer experience strategies to deliver an exceptional customer experience, including:

  • Integrating digital and driving innovation across all customer experience functions
  • Measuring, mapping and quantifying the customer experience across all channels
  • Enhancing customer experience by creating and maintain a customercentric culture

5 ways Coles is creating a seamless digital customer experience

5 ways Coles is creating a seamless digital customer experience

In this article,  Stuart Freer, GM Digital IT and User Experience at Coles, shares 5 essential steps Coles is taking to deliver a seamless omni-channel experience and the core lessons other organisations can learn from their customer experience journey to date.

Using data to build a meaningful customer experience: In the spotlight with Neil Hoyne, Head of Customer Analytics, Google (US)

Using data to build a meaningful customer experience: In the spotlight with Neil Hoyne, Head of Customer Analytics, Google (US)

In this article, Neil Hoyne, Head of Customer Analytics at Google (US) shares how you can make start to truly engage your customers through effective data capture and measurement techniques and the types of tools Google is using to achieve this in an increasingly connected and customer-dominated environment.

The Ideal Customer Experience: Where Technology Meets Humanity

The Ideal Customer Experience: Where Technology Meets Humanity

The best possible customer experience is one that does the job in a completely frictionless manner, and also relates to the customer as an empathetic and social person. Making a genuine, human connection with your customer is the most powerful tool for building loyalty and advocacy, but the effort will backfire on you unless you’ve first eliminated absolutely every speck of friction in the process!
In this presentation from Customer Experience Management 2017,  Don Peppers, #1 Customer Experience Visionary in the World, Top 100 Business Intellectuals, Top 50 Business Brains, International Best- Selling Author from CX Speakers, explores:
  • Four attributes of a truly frictionless customer experience
  • Turning your humanity into a competitive advantage
  • Creating a corporate culture up to the challenge
Redefining Customer Support: Kill the Assembly line experience, Embrace Collaboration

Redefining Customer Support: Kill the Assembly line experience, Embrace Collaboration

In this presentation from Customer Experience Management 2017, Alex Huntley, Customer Experience Manager at Booktopia and Sreelesh Pillai, General Manager at Freshdesk explore what makes a good customer experience and the strategies needed to create a 'WOW' customer experience.

Customer First - Customer first culture, Customer led experience design and Data driven decision making

Customer First - Customer first culture, Customer led experience design and Data driven decision making

Culture is the foundation for delivering ‘above and beyond’ customer experiences.In this presentation from Customer Experience Management 2017, Andrew Nicholson, Head of Analytics & Insights at SunSuper explores explores how to understand what matters most to your customers and honour this understanding in the design of your customer experiences, including Sunsuper case study examples across:
  • product design
  • service design and
  • service delivery
  • The evolution of Analytics, Insights and Data at Sunsuper in our journey to becoming a customer led, data-driven, digitally enabled organisation

Customer Experience Predictions for 2018

Customer Experience Predictions for 2018

It’s that time of the year again where at CX Network we look deep into our crystal ball to predict the biggest trends, disrupters and changes that will impact customer experience in the 12 months ahead. Okay, it’s not quite as fantastical as that, we base our predictions on industry research and in-depth conversations with senior practitioners to be able to give you a strong list of contenders.
CEM Awards 2018: Nomination Form for Best Customer Centric Project

CEM Awards 2018: Nomination Form for Best Customer Centric Project

We have reinvigorated the Australian Customer Experience Management Excellence Awards program this year to recognise those organisations, teams and individuals who are making the greatest contributions to patient wellbeing.

If you’re reading this application form, then that means you are ready for the opportunity to honour and recognise your team’s efforts and success, and the chance to win a Customer Experience Management Excellence Award.

CEM Awards 2018: Nomination Form for Best People and Culture to Drive CX

CEM Awards 2018: Nomination Form for Best People and Culture to Drive CX

We have reinvigorated the Australian Customer Experience Management Excellence Awards program this year to recognise those organisations, teams and individuals who are making the greatest contributions to patient wellbeing.

If you’re reading this application form, then that means you are ready for the opportunity to honour and recognise your team’s efforts and success, and the chance to win a Customer Experience Management Excellence Award.

CEM Awards 2018: Nomination Form for Overall Best Customer Experience Organisation

CEM Awards 2018: Nomination Form for Overall Best Customer Experience Organisation

We have reinvigorated the Australian Customer Experience Management Excellence Awards program this year to recognise those organisations, teams and individuals who are making the greatest contributions to patient wellbeing.

If you’re reading this application form, then that means you are ready for the opportunity to honour and recognise your team’s efforts and success, and the chance to win a Customer Experience Management Excellence Award.

The Big Book of Customer Insight, Data Analytics 2017

The Big Book of Customer Insight, Data Analytics 2017

An in-depth insight into the customer data landscape and the trends and developments that impact CX.
Customer Experience Management 2018 Registration Form

Customer Experience Management 2018 Registration Form

Want to fast track your attendance to Customer Experience Management 2018? Simply fill in this online registration form and email it back to registration@iqpc.com.au

A back to basics approach to CX success: how Wyndham Hotels is creating memorable and personable experiences for customers

A back to basics approach to CX success: how Wyndham Hotels is creating memorable and personable experiences for customers

In this case study, Adam Geneave, Vice President of Customer Experience at Wyndham Resorts shares how he is leading a back to basics approach to create a seamless customer experience and the types of strategies his team is using to translate customer feedback into actionable solutions.

CEM Talks Episode 1: CX in 2017 - The Year that was

CEM Talks Episode 1: CX in 2017 - The Year that was

2017 was a big year for CX in Australia – most notably Amazon entering the Australian market in December. How is this going to impact the way organisations operate in the CX space?

What other factors are influencing the way organisations approach CX? In this first installment of CEM Talks 2018, Peter Merrett, Founder of the House of Wonderful and Charles Weiser, Chief Experience Officer at Optus chat about the biggest trends in Customer Experience in 2017 and their impact on CX strategies across Australian businesses.

CEM Talks Episode 2: The best (and worst) CX stories of 2017

CEM Talks Episode 2: The best (and worst) CX stories of 2017

In this video, Peter Merrett, Founder of the House of Wonderful and Charles Weiser, Chief Experience Officer at Optus chat about their favourite (and not so favourite) CX stories of 2017.

CEM Talks: Why Attend Customer Experience Management 2018?

CEM Talks: Why Attend Customer Experience Management 2018?

In this video, Peter Merrett, Founder of the House of Wonderful and Charles Weiser, Chief Experience Officer at Optus, share why Customer Experience Management 2018 is a must attend event for those in the CX space!

Transcript: CX in Review: 2017 the year that was

Transcript: CX in Review: 2017 the year that was

n this first installment of CEM Talks 2018, Peter Merrett, Founder of the House of Wonderful and Charles Weiser, Chief Experience Officer at Optus chat about the biggest trends in Customer Experience in 2017 and their impact on CX strategies across Australian businesses.

Transcript: The best (and worst) CX stories of 2017

Transcript: The best (and worst) CX stories of 2017

In this video, Peter Merrett, Founder of the House of Wonderful and Charles Weiser, Chief Experience Officer at Optus chat about their favourite (and not so favourite) CX stories of 2017.

VIDEO: CEM Talks Episode 1: CX in 2017 - The Year that was

VIDEO: CEM Talks Episode 1: CX in 2017 - The Year that was

2017 was a big year for CX in Australia – most notably Amazon entering the Australian market in December. How is this going to impact the way organisations operate in the CX space? What other factors are influencing the way organisations approach CX? In this first installment of CEM Talks 2018, Peter Merrett, Founder of the House of Wonderful and Charles Weiser, Chief Experience Officer at Optus chat about the biggest trends in Customer Experience in 2017 and their impact on CX strategies across Australian businesses.

CEM Talks Episode 3: How to delight your customers

It's no secret that customer of today differs from the customer 10 years ago. But how are organisations responding? In this interview, Peter Merrett, Founder of the House of Wonderful and Charles Weiser, Chief Experience Officer at Optus explore why its so important to 'delight' your customers and how this can only be achieved through authentic leadership.

CEM Talks Episode 4: The fundamentals creating a personalised CX

Creating a personalised customer experience is the cornerstone of an exceptional customer experience strategy. But getting personalisation right can be difficult to achieve. In this episode, Charles Weiser, Chief Experience Officer at Optus and Peter Merrett, Founder of the House of Wonderful explore how you can live in the moment with customers to create a unique and memorable experience.

Transcript: CEM Talks Episode 3: Delighting the customer

Transcript: CEM Talks Episode 3: Delighting the customer

It's no secret that customer of today differs from the customer 10 years ago. But how are organisations responding?

In this interview, Peter Merrett, Founder of the House of Wonderful and Charles Weiser, Chief Experience Officer at Optus explore why its so important to 'delight' your customers and how this can only be achieved through authentic leadership.

Transcript: CEM Talks Episode 4: The fundamentals creating a personalised CX

Transcript: CEM Talks Episode 4: The fundamentals creating a personalised CX

Creating a personalised customer experience is the cornerstone of an exceptional customer experience strategy. But getting personalization right can be difficult to achieve.

In this episode, Charles Weiser, Chief Experience Officer at Optus and Peter Merrett, Founder of the House of Wonderful explore how you can live in the moment with customers to create a unique and memorable experience.


Why enter the Customer Experience Excellence Awards 2018?

Why enter the Customer Experience Excellence Awards 2018?

Download this toolkit to discover how you can submit an award nomination for your organisation and get access to top tips from past award winners Australia Post and TTEC.

Customer Experience Management 2018 Business Case

Customer Experience Management 2018 Business Case

Download this business case to showcase to your boss and colleagues the value Customer Experience Management 2018 can provide to your team and organisation.