customer experience
Meeting the Design and Distribution Obligation with technology
To ensure customers are only sold the right products to meet their needs, new regulations are being placed on financial services. Technology will be key to ensuring these obligations don’t become a burden on staff or customers.
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Getting personal: Questions to enable a better customer interface
Online product and services sites are full of confusing menus with endless navigational options. Could personalised interfaces provide a better customer experience?
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Providing the privacy experience consumers seek
Customers want highly personalised, instant, omnichannel experiences. For TMT companies to deliver on these desires they need data, but that requires a trusted consumer privacy experience.
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Keeping up government’s end of the trust bargain
Trust in governments skyrocketed amid the uncertainty brought by Australia’s 2020 bushfires and the ongoing COVID-19 pandemic. Keeping it high requires governments to focus on the attributes citizens value most.
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A tale of two perspectives: The entertainment and media industry after COVID-19
For some segments of the entertainment and media industry, the coronavirus pandemic has led to growth opportunities and the tumbling of customer tipping points. For others, the effects will take time to recover from.
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The great tech escape: Consumers turn to digital devices to ease pandemic isolation
Adopting a digital lifestyle, consumers turned to their devices to get them through the COVID-19 pandemic. According to a PwC survey, they’re unlikely to give them up anytime soon.
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Bridging the expectation divide with a digital-first approach
A great online customer experience sounds like a no-brainer, but if the behind-the-scenes capabilities don’t match up, the divide between expectation and reality could drive customers away. It’s time to drop the digital veneer and become truly digital-first.
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Essential business shifts to survive and thrive amid COVID-19
With the meaning of ‘essential’ being reevaluated amid COVID-19 it’s time for business to do some reassessment of their own. Investing in digital and acting on necessary operational shifts will place companies in good stead to thrive in a challenging environment.
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How to redefine employee experience for the post-pandemic world
Given COVID-19’s effect on economic conditions and customer behaviours, companies need to focus on ensuring their employee experience helps set their workforce up for the challenges ahead.
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