How to improve CX

If you are looking for ways on how to improve the CX (Customer Experience) in your business we’ve collated the thoughts, tips and guides from some of the best minds in the CX business.

Just browse through the collection of CX articles we’ve published to discover how other companies are managing their customers, tips, best practice ideas and more all relating to how to improve the CX in your business.

November 8, 2018
common ways businesses are making it hard for customers

The importance of making it easy to do business

Making it easy to do business is a sure-fire way of improving your CX and your bottom line so avoid these common mistakes.
September 7, 2018
Blending old fashioned customer service and technology

Long live good old-fashioned customer service

Old-fashioned customer service isn’t going out of style, so how can you balance traditional expectations with modern customer care & technology?
August 30, 2018
The value of customer feedback

The Real Value of Customer Feedback

There is no denying the value of customer feedback - avoiding these four common traps will ensure you can extract the maximum value from the process.
May 31, 2018
Should you embrace emojis in customer service

Should you embrace emojis in customer service?

Since their creation, emojis have continued to grow in number and popularity. Your customers are most likely already using emojis so is it OK for you to use emojis in customer service as well?
May 22, 2018
How the need to be right is killing your customer service

Why the need to be right is killing your customer service

As humans, we have a basic psychological need to be right - but is that fundamental need to be right killing your customer service? Should you accept that the customer is always right even when you know they are wrong?
April 17, 2018
Self-service channels to reduce costs in your call centre

Self-service channels to improve customer experience and reduce costs 

If you are looking at ways to improve the customer experience and reduce costs there are a range of self-service channels available that can benefit both your business and the customer. We explore 7 of the most popular channels today and provide some tips on how to get started.
March 8, 2018
Failure demand | The curse of the modern day call centre

Failure Demand | The curse of the modern day call centre?

If your volume of inbound contacts are increasing and your budgets are shrinking its inevitable you will end up with long wait times and frustrated customers. Find out why managing Failure Demand is one of the greatest levers for improving performance for your call centre.
February 28, 2018
The real secret to sustainable CSAT

The real secret to sustainable CSAT

Discover the real secret to sustainable CSAT that will increase profitability in your business, increase your staff retention rates and keep your business competitive.
July 17, 2017
The secret weapon to delivering a GREAT CUSTOMER EXPERIENCE

The secret weapon to delivering a great CX

Discover the one secret weapon to delivering a great CX that is easy to understand, but very hard to deliver. Hint, it starts with C.
July 13, 2017
How to REDUCE CUSTOMER CHURN

How to reduce Customer Churn

Its hard enough to win new customers so we've got one simple tip to help you reduce customer churn and keep your business growing in the right direction.
July 10, 2017
big businesses approach to CUSTOMER EXPERIENCE

Customer Experience – Calling B*llsh*t

These days all companies spruik the importance of customer experience but Nick Collet is calling b*llsh*t on big businesses approach to CX where there is too much talk and not enough action.
July 6, 2017

Why customer experience is critical for B2B organisations

With a significantly higher lifetime value and global competition increasing, we reveal why customer experience is critical for B2B organisations
June 8, 2017

Is phone still the most popular channel?

Despite countless ways to now contact a business through social media, email, SMS and more we examine if phone is still the most popular channel for customers to use. You might be surprised by the answer.
May 30, 2017
The evolution of CALL BACK TECHNOLOGY

The evolution of call back technology

The evolution of call back technology has been continually progressing and now another option has emerged that may just help reduce your call volumes.
May 29, 2017

4 Key reasons why customers are frustrated with omnichannel CX

With most customers now using multiple channels to contact you, we reveal 4 Key reasons why customers are frustrated with omnichannel CX and we provide some insight on what you can do to resolve it.
May 16, 2017

3 Key ingredients for great customer experiences

3 Key ingredients for great customer experiences The desire to create a Customer-Centric culture has never been stronger. We are entering an era where great service isn’t simply a nice […]
May 10, 2017

One question front line call centre staff aren’t asked enough

How the Industrial Revolution drives bad customer experiences Author: Shane Goldberg, CustCore Consulting When was the last time you asked someone in your company who actually deals with customers for […]
May 1, 2017

Why you should use caution with B2B online surveys

With customer experience increasingly being acknowledged as a key battleground for companies moving forward, it is admirable that many companies are looking to rollout Voice of the Customer or Customer […]
March 8, 2017

How the Centrelink call centre lies about their stats

How the Centrelink call centre lies about their stats has been revealed in a Senate Estimates committee uncovering some horrible customer experiences and the crazy wait times customers have to put up with.
March 1, 2017

Six key CX lessons from Sydney hotels

We’re a 5 star hotel, but we’re not interested in your custom thanks – Six key CX lessons from Sydney hotels That’s not a phrase you’d expected to hear from organisations […]
February 21, 2017

The Evolution of CX in the Australian Government Contact Centre

A look at the Evolution of CX in the Australian Government Contact Centre and what Australians can expect from government departments in the future. And lets face it, there is plenty of room for improvement!
February 9, 2017

The problem with CX Mystery Shopping programs

While many companies have a CX Mystery Shopping program, there is typically a key component that is missing and without it, you're stuffed!
January 30, 2017

Stop karate chopping your customers

There are some odd approaches to achieving ‘productivity’ in the Contact Centre industry. One of my least favourite is what I call ‘Karate Chopping’ the Customer. Here’s what it sounds like – […]
January 17, 2017

Why you should forget the customer experience trends in 2017

As usual at this time of year, any number of articles and posts have been written identifying key trends in a range of service industries and technology areas for 2017. […]
November 30, 2016

Contact Centre CX – Its all about the resolution

Customer Operations executives are continually refining their service delivery models to accommodate for new digital strategies, new business growth, ever increasing performance expectations of internal stakeholders or simply to cut […]