Articles, Insights, Resources & Tips for Customer Experience (CX) in Australia
Many businesses have some awareness that customer experience (CX) is a good thing to do, but the link between better business outcomes such as increased efficiency, increased profitability and higher employee engagement has been less understood. Consider this:
- 86% of buyers are willing to pay more for a great customer experience
- 73% of buyers point to customer experience as an important factor in purchasing decisions
- 65% of buyers find a positive experience with a brand to be more influential than great advertising
- 84% of organisations working to improve CX report an increase in revenue.
To help improve your awareness and execution of CX, we’ve got a range of expert articles below written by Australian and global experts with best-practice processes, thought-provoking ideas and tips for Customer Experience (CX).
We’ve also got a range of other resources for CX professionals, including:
- Over 120 CX Stats that are constantly updated >
- Downloads for CX Professionals such as Journey Maps, Customer Persona templates and more >
- A fortnightly roundtable with other CX professionals in Australia to network, share insights and provide support in a moderated, safe place.
- A Private Group to connect to other CX professionals >
ACXPA Members also have access to a range of additional resources for people working in Customer Experience (CX), including our fortnightly CX Community Roundtables, Member Symposiums & Video Library, exclusive industry insights & data, premium downloads, training courses and lots more!
How Australian businesses can cultivate customer relationships
With increasing rising cost of living pressures, learn how businesses can make a few workflow adjustments to ensure they continue to prioritise customer relationships.
Oct
Customer Experience Statistics to Use at Work
Customer Service and CX/Customer Experience Statistics you can use at work to impress the boss or build your business case. Constantly updated!
Sep
How to create a seamless digital experience across touchpoints
How customer touchpoints are pivotal to carving cohesive and flawless customer journeys through a seamless digitial experience.
Jun
How to Build a Customer Experience Measurement Program
How to Build a Customer Experience Measurement Program (CXM program) in 7 simple steps that can be applied to any business.
May
20 Complaints Management Tips to Improve your CX
20 Complaints Management tips for any business/company that needs to improve their complaints handling processes, procedures, KPIs and more.
Mar
How to create a customer experience strategy
What measures, what programs, how will I know it will drive change? Read on for expert tips on how to create a customer experience strategy!
Jan
Why Journey Mapping is a team sport
Examples of Journey Mapping in the education and finance sector, along with key insights and tips into making your journey mapping a success.
Dec
Omnichannel Communication – the new customer service?
Learn more about Omnichannel Communication and the alternatives now available for customer service as customers move away from the phone channel.
Dec
An introduction to customer personas
Creating customer personas are one of the most received requests by CX professionals… what are they, when do we create them, and why do we need them?
Sep
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