CXFocus Newsletter

Zendesk has announced the appointment of Mitch Young to the role of Senior Vice President, Asia Pacific. https://lnkd.in/gmNA3aXW #Zendesk #APAC #Leadership #NewAppointment Natalie Carter

While the holiday season brings exciting opportunities for retailers, it also presents significant challenges. Balancing short-term sales goals with long-term customer loyalty is a delicate act. To maximise the potential of the season, retailers must prioritise a seamless customer experience. Want to learn more about how to turn seasonal shoppers into loyal customers? https://lnkd.in/gF8EAkXh #retail #ecommercestrategy #customerservice #digitalmarketing #holidayseason John-David Klausner Luke Fossett AnnMargaret Haines

Australian businesses are set to lose BILLIONS due to bad customer experiences this holiday season, according to recent research from Qualtrics. 😱 Don't let your business be one of them. #CustomerExperience #CX #CustomerSuccess Ivana Papanicolaou (Sekanic) Ross Lambert https://lnkd.in/gmZvkCZW

Is AI a double-edged sword for employee experience? Ginger Conlon answers this question in her latest opinion piece. Artificial Intelligence (AI) is revolutionising the way organisations shape the employee experience (EX). While AI offers immense potential to streamline processes and enhance customer interactions, it also raises concerns about job security and increased workloads. While CX leaders are optimistic about AI's potential to boost efficiency and engagement, employees have mixed feelings. Many are excited about the possibilities, but concerns about job displacement and a lack of training persist. #AI #EmployeeExperience #CustomerExperience #DigitalTransformation #FutureOfWork https://lnkd.in/ggsKJ4f4

As the holiday shopping season approaches, Australians are increasingly turning to AI-powered chatbots to find the best deals. 🤖 Key findings from Zendesk's 2024 Global Holiday Survey: - Younger shoppers are leading the charge in chatbot adoption. - Older shoppers are seeking chatbot assistance to find the best deals. - Consumers want personalised experiences and human-like interactions. - Transparency is crucial for building trust and loyalty. Retailers must prioritise personalised experiences and data privacy to win over customers. By leveraging AI-powered chatbots, businesses can streamline the shopping process and create more engaging customer interactions. Kellie Hackney Alex Cox #AI #Chatbots #Retail #Ecommerce #CustomerExperience #DigitalTransformation #Zendesk https://lnkd.in/gRKEjFhq

RingCentral and Verint have joined forces, aiming to deliver a complete solution for enhancing customer experiences and employee productivity. By combining RingCentral's AI-powered communication platform with Verint's WEM and CX automation solutions, businesses should be able to: Optimise workforce engagement Improve customer satisfaction Drive operational efficiency #RingCentral #Verint #Partnership #CustomerExperience #WEM #CXAutomation #AI #DigitalTransformation https://lnkd.in/gkdvYfJ6

As Black Friday shopping heats up, a looming delivery crisis threatens to dampen the festive cheer. 🚚📦 New research from @Esendex reveals a staggering 4,500 vacancies in the postal and delivery sector, raising concerns about potential delays. Isobel Holroyd Jonathan Walsh https://lnkd.in/g2eRDUK7 #BlackFriday #DeliveryCrisis #SupplyChain #Logistics #Retail #Ecommerce

Looking to elevate your contact center? Gartner's latest Magic Quadrant for Contact Center as a Service (CCaaS) is here to guide you. This comprehensive report assesses vendors based on their ability to execute and their vision for the future. Whether you're a small business or a large enterprise, the right CCaaS solution can transform your customer experience. #CCaaS #Gartner #CustomerExperience #ContactCenter #Technology https://lnkd.in/g9FS2s7y

Recent research from Medallia reveals a concerning trend: brand loyalty is becoming increasingly elusive. While 71% of consumers exhibit some level of brand loyalty, a small fraction would consider themselves truly loyal. The pursuit of personalization continues to be a top priority for businesses, but effective execution remains a challenge. As customer expectations evolve, companies must adopt innovative CX strategies to foster lasting relationships. Michael Gwilliam Nick Martin #brandloyalty #customerloyalty #customerexperience #CX #digitalmarketing #marketingstrategy https://lnkd.in/gMQ3HK52

Sitecore's new DX Vision 24 Report reveals a major gap between the vision for digital experiences and reality. A whopping 73% of marketing leaders say their organizations are failing to deliver excellence. https://lnkd.in/gX6GQ8h3 #DX #digitalexperience #marketing #Sitecore #DXVision24