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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.

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!

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.