||6 minute read|| Growing numbers of companies are coming to recognise the benefits of customer-centric strategies: higher revenues, lower costs, and stronger employee and customer loyalty. In the effort to transform customer journeys and refine direct interactions with clients, however, many companies overlook the need to engage the whole organisation, including its support functions, in a customer-centric transformation.
||3 minute read|| A poll conducted this month with more than 500 members of the LinkedIn group HR Jobs and Ideas, revealed that a startling umber of HR professionals believe that most hiring managers are not adequately prepared to comprehensively assess candidates’ technical and soft skills.
|| 7 minute read || McKinsey has identified five research approaches that are best suited for generating the kinds of insights that lead to new growth opportunities.
||7 minute read || In recent years, customer experience (CX) has emerged as a major differentiator for large companies. Research indicates that for every 10-percentage-point uptick in customer satisfaction, a company can increase revenues 2 percent to 3 percent. Four pillars of great customer-experience are…
||11 minute read|| Adding digital channels requires major efforts, yet payoffs can disappoint. Integrating digital and traditional channels into a truly omnichannel offering is even harder—but multiplies the rewards.
|| 7 minute read ||
With many companies now making customer experience a strategic priority there is growing recognition of the many ways to build frontline employee commitment and capacity to deliver a superior customer experience.
|| 9 minute read ||
An article with very strong alignment to issues facing Aged, Community and Disability service providers.
|| 11 minute read ||
Many customer-experience transformations stall because leaders can’t show how these efforts create value. Patiently building a business case can fund them, secure buy-in, and build momentum.
|| 12 minute read ||
To maximize customer satisfaction, companies have long emphasized touchpoints. But doing so can divert attention from the more important issue: the customer’s end-to-end journey.