Achieving High-Touch Moments in a High-Tech World

Achieving High-Touch Moments in a High-Tech World

Southwest Airlines is the largest low-cost carrier in the world. It’s also regarded by many as the most customer-focussed. Its culture and robust customer experience strategy has kept the brand flying high, raising the bar for other CEM companies around the globe. Heather Figallo is their Senior Director of Innovation, Design & Entrepreneurship and she will be presenting on the Customer Experience Innovation & Tech Fest stage later this year. We caught up with Heather to talk about her CX ...

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The International Customer Service Standard (ICSS) in a Nutshell

The International Customer Service Standard (ICSS) in a Nutshell

We are lucky to have Anouche Newman, the CEO of the Customer Service Institute of Australia (CSIA) speaking on the Customer Experience Innovation & Tech Fest stage in Melbourne this July. Anouche is passionate about instilling an authentic customer focus in all business decision making, and we caught up with her to learn more about her CX insights – particularly those around the International Customer Service Standard (ICSS).   Anouche, we are looking forward to your presentation at the Customer ...

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Customer Experience Innovation & Tech Fest 2018 Research Report

Customer Experience Innovation & Tech Fest 2018 Research Report

How are we doing when it comes to implementing, using and managing customer experience technologies in our organisations? Where are we finding success? Which aspects continue to prove challenging? And what lessons have companies learned from implementing customer experience in their own organisations? We recently ran a series of interactive discussion groups across Australia and New Zealand to answer the questions above and uncover what’s going on inside their organisations in regards to CX. We spoke to more than 80 ...

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3 Steps to Build a Real Customer Centric Culture

3 Steps to Build a Real Customer Centric Culture

In his presentation from the Customer Experience Innovation & Tech Fest 2017, Neal Ross, Director of IT & Services at Konica Minolta spoke about his idea of what a customer centric culture is, and where to focus if you want to turn your company into one that customers love doing business with. He shared excellent insights into Konica Minolta’s journey towards customer centricity and gave tangible tips to apply in your own organisation. Here are his 3 key elements to ...

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On-Demand Recording: HESTA’s Purpose – Inspiring Its People and Connecting Customers

On-Demand Recording: HESTA’s Purpose – Inspiring Its People and Connecting Customers

In her presentation at the  Customer Experience Innovation and Tech Fest 2017, Lisa Samuels, Marketing Strategy Executive at HESTA, the Industry Super Fund for health and community services, told us how the company transcends super and creates value for customers before they retire. A key component to HESTA’s success is the way the Fund’s purpose aligns its brand, culture and customer experience, and how this delivers membership growth for HESTA, in a marketplace where growth is negative. … Continue reading →
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