In 2017, we’ve witnessed numerous Customer Experience (CX) failures that have damaged the reputations of some of the largest companies in the world. From long call waiting times after a number of severe outages, to poor customer service ratings, and other critical service failures, there are a number of lessons to be learned if brands […]
“What is the biggest growth barrier Australian startups are facing?” That’s the question Dynamic Business put to more than 20 entrepreneurs and industry experts, this week, for our exclusive “Let’s Talk…”, exploring success (and barriers to achieving it). Some commentators pointed to environmental factors such as a scarcity of local capital, customers and talent as well as a […]
Gartner defines customer experience (CX) as “the customer’s perceptions and related feelings, caused by the one-off and cumulative effect of interactions with a supplier’s product or service, marketing, channels, employees, and systems.” However, there is a crucial element of CX that has been overlooked within the customer engagement management landscape. It’s called Operational Customer Experience (OCX) […]
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