Cheque yourself before you wreck yourself

Cheque yourself before you wreck yourself

By Rob Vilensky

Offering options in the (mostly) digital world. The insurance company we use to cover my wife’s car recently did us a good turn. They recognised that they had made an error in overcharging us (without us questioning them about it) and sent a letter and an attached cheque refunding the extra money they had taken from … Read More

The future of CX – what’s next?

The future of CX – what’s next?

By Dan Fine

April 6th and 7th, 2016 This week, we hosted the CEO and founder of inQuba, Mike Renzon in Melbourne and Sydney for our Future of CX Breakfast Event. Mike took over 100 industry leaders through a journey of what he sees as the future of Customer Experience, #CXtended. The importance of empathy Mike had fond … Read More

Journey analytics: improving your customer IQ

By Alistair Clemett

Today’s marketers are pressured to deepen their analytical capabilities in order to successfully compete in today’s Big Data economy. As such, I thought I would explore what’s known as “journey” analytics—that is, driving “insights into action” to deliver a better customer experience. Hopefully, by now you buy into the premise and volumes of supporting data … Read More

The CX Movement

By Alistair Clemett

A quick trip down memory lane: It’s 1980, and I’m a freshly minted college graduate entering the workforce during a period of 7.5% unemployment, 13.5% inflation, and interest rates hovering around 20%. With unbridled enthusiasm, I head out with my new marketing degree and brand new résumé in search of a position in the advertising … Read More

Save the emperor

Save the emperor

By Jake Blecher

You need good information to make good decisions, but bosses routinely create environments where employees don’t accurately report the bad with the good. Information reported upwards often forms the basis of important decisions, so this won’t do. You need to be sure that those you listen to are sharing the full story, but you must … Read More

We pledge for parity #IWD

By CEC

This year, in accordance with International Women’s Day, CEC is making a #pledgeforparity to continue our efforts to support gender equality. At CEC, we have a proactive approach to gender equality for team members, such as: superannuation benefits throughout maternity/paternity leave and a salary review to ensure each level is paid based upon skills, regardless … Read More

Listen to your customers: success stories

Listen to your customers: success stories

By CEC

February 25th and March 3rd, 2016 This Thursday we replicated our Listen to your customers: Success stories event in Melbourne. We featured a new panellist, Kirk Edwards CEO of Village Cinemas Australia who joined Sean O’Malley, Director of Operations Transformation & Contact Centres at AMP, and Raelene Smith, Head of Marketing Insights & Business Transformation … Read More

Gerard Corcoran on using design thinking to drive innovation

Gerard Corcoran on using design thinking to drive innovation

By Megan Edlin

October 15th, 2015 “If we don’t do it, we’ll die”. Darwinian Theory tells us that if we don’t adapt, we will become extinct. Gerard Corcoran, CEO of HASSELL Studio, visited CEC to convey his experience in Design and Innovation. The crux of his message was twofold. Gerard outlined the importance of not just designing beautiful … Read More

Celebrating CX Day

Celebrating CX Day

By CEC

October 7th, 2015 On Tuesday night we were delighted to celebrate Customer Experience (CX) Day with people who share our passion for fantastic customer experiences! CX Day is a global celebration of companies and professionals that create great experiences for their customers. We invited CX professionals, UX designers, people from big companies, small start ups … Read More