customer experience
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How to Complain to Customer Service (and Actually Get What You Want)
Making a customer complaint is enough of a hassle on its own, but it’s made worse with all the barriers that companies can put in your way — like automated chatbots, unhelpful customer reps, or simply not having a phone number you can actually call. But even in the most frustrating of circumstances, we have…
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Research Finds Online Customer Experience Mostly Sucks
More than four of every five consumers say the experience they get from businesses over digital channels aren’t good enough according to recent research by Gartner. Looking at number of different uses cases such as placing a retail order, submitting a service request or paying a government bill, the study evaluated perceived ease of use…
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Putting The Customer First In Customer Experience
Daniel Bergan is Westpac’s lead on customer experience and has been at the forefront of the bank’s recent technology transformation. Despite Westpac being around for 200 years, Bergan says the company has gone through many transformations. But the pace of change has accelerated recently. At the Verint Engage conference held in Melbourne on 6-7 September,…