Compliance vs. Reputation

Compliance vs. Reputation

By Sean Lurie

Harness the power of reputation Compliance is “the action or fact of complying with a wish or command” and is an inherently reactive process. Corporate landscapes are changing, and the need to properly listen to the voice of your customer is more important than ever. Intrinsically motivating your employees is the most effective way of … Read More

Are prisoners customers?

Are prisoners customers?

By Jake Blecher

It might seem strange to think of prisoners as customers, but if you consider that taxpayers pay for prisons, that makes us and prisoners recipients of a service we all pay for to varying extents. The difference between incarcerated and free citizens is that those in prison use different parts of the corrections services for … Read More

Transforming the patient experience

Transforming the patient experience

By CEC

Can customer experience save lives? In the current age of customer experience, is quality healthcare enough? Over the last two weeks in Sydney and Melbourne we had three healthcare leaders come together and speak at a breakfast event to discuss their viewpoints and how their organisations are responding to a rapidly changing marketplace. Aimee Defries … Read More

NPS Leaders: How to be the best

NPS Leaders: How to be the best

By CEC

In the first of our 2017 breakfast series, we hosted David Tudehope, CEO of Macquarie Telecom (Sydney and Melbourne) and Andrew Smith, Director of Customer Strategy & Design (Melbourne). Macquarie Telecom Group has achieved the highest corporate Net Promoter Score (NPS) in Australia, over +60. David told the story of their transformation and share his … Read More

Fix the share economy

Fix the share economy

By Jake Blecher

From our previous blog, “The Not Sharing Economy”, we covered the issues with the share economy. How will the share economy address these issues? One option is to entirely disavow themselves of the problem, simply providing a platform and letting people make their own decisions. Do people have the right to choose who they share … Read More

Happy holidays from the team at CEC

Happy holidays from the team at CEC

By CEC

Thank you for being a part of an outstanding 2016, we can’t wait to see what great experiences are in store for the new year. We would like to wish you a safe and wonderful holiday. Our office will be closed December 23 – January 3. See you in the new year!

How are companies responding to customer experience?

How are companies responding to customer experience?

By Emily White

In a recent blog, we covered insights CEC co-founder Chris Severn presented to Mirvac Property Group on why customer experience has changed. Below we look at how companies are responding to these changes. Make the jump Many companies claim they have mastered CX when they have only reached the tip of the iceberg. 58% of … Read More

The not sharing economy

The not sharing economy

By Jake Blecher

Sharing economies look to be the way of the future, and with all the excitement it’s easy to lose sight of the fact that in some respects the markets involved are pretty immature. The participants, who some still regard as early adopters, are still finding their way, and some interesting social and business challenges continue … Read More

Feel Good Friday at the Foodbank

Feel Good Friday at the Foodbank

By CEC

We believe in giving back As the holiday season rolled around we felt like it was time for some of us to give back. At CEC, we have a program called “2 days to do good,” this program lets our staff take two days off throughout the year to give back to the community in … Read More

In customer experience, nothing has changed. And everything has changed.

In customer experience, nothing has changed. And everything has changed.

By Emily White

While the fundamental principles of customer experience are timeless, consumer expectations and behaviours are not. Friendly and efficient customer service no longer cuts it; consumers now expect personalised service. Speaking at a recent Mirvac Property Group event, our co-founder Chris Severn touched on why customer experience has changed, and how companies are responding. Why have … Read More