Start Using Customer Journey Maps For Creative Campaigns
A customer journey map can be the difference between knowing the user experience you’re offering and leaving a user’s brand experience to chance. Here we explain what a customer journey map is, how to create one and why it can drive creativity.
Putting Brand Purpose Into Practice: A Handy Guide for Retailers
The latest edition of Saleforce’s annual State of Connected Customer Report finds that customers expect retailers to have a clear brand purpose now more than ever before. Here's why customer experiences have changed and how retailers can show they’re walking the talk.
How Personalisation Transforms Customer Experience
Want to deliver a personalised customer experience? Here’s how you can meet their expectations.
Financial Services Have Slipped for A/NZ Customers — What Needs to Change?
The latest Future of Financial Services Report — a window into global consumer preferences and behaviour — hones in on what Australians and New Zealanders want from today’s financial service providers.
How Macquarie Bank and Lendlease Link Employee and Customer Experience
Customer expectations are changing, and in a digital-first world you need to stand out to stay ahead. Learn why Macquarie Bank and Lendlease think employee and customer experience are linked, and how trust is key to success in both.
How Salesforce Helped PaySauce Transform From a Startup to a Scale-Up
Moving to Salesforce was a big jump for SaaS employment solutions platform PaySauce. But as the platform’s Head of Sales and Marketing explains, the move was essential in bringing the team on the same page and helping them gear up for growth.
Customer-Centricity Is Critical to Australia’s Future as a Renewable Energy Superpower
Net-zero targets and the imperative for accelerated decarbonisation requires that the full potential of customer (demand-side) participation is harnessed to ensure a sustainable energy system. The transition is happening but, to be successful, energy companies must build trust with the emerging energy prosumer, and ensure community social licence. Drawing on insights from AGL, Telstra Energy, and EnergyLab — Australia's largest climate tech startup accelerator — our own Industry Director of Energy & Utilities, Joe Delaney, explains why.
How True Alliance Helps Design Lifelong Relationships
Every business wants to craft long-lasting relationships with their customers — and that’s particularly true in fashion, which calls for up-to-the-minute connection.
Great Customer Experience Starts With Employee Experience
Many businesses talk about the importance of customer experience (CX), but few realise that the secret to great customer service is to start with ensuring your employees have a good experience (EX) and creating a positive workplace culture, especially in a work-from-anywhere world.
How BizCover Services 200,000 Small Business Customers With Smart Business Automation
It is no small task to scale a customer service team to handle 200,000 complex customers, across multiple jurisdictions. With a team of just 20 people it seems near impossible — but as BizCover have proved it can be done. Brad Hoyle, Operational Excellence Manager at BizCover shares how the team tailored their use of Salesforce from manual case management into transformative highly automated business systems.