Classifying CX Initiatives – Part One

The approach for prioritising initiatives varies by the job to be done. Initiatives aligned to brand building should be assessed differently from initiatives attempting to iron out a clunky user experience. CX initiatives generally fall into three buckets.

Is Your CX Program Relying on Magic?

In 2018, comparing to the same half year just 12 months earlier, Australia’s leading health insurer, Medibank Chief Executive Officer, Craig Drummond announced a 78% reduction in member defection. In the same breath, he announced a 2% reduction in management expenses. In the two years leading up to that remarkable turnaround, Chief Customer Officer, David Koczkar sought consumer based evidence to drive and empower his decision-making, and to align the organization.

Classifying CX Initiatives – Part Three Retention

Classifying CX Initiatives – Part Two Competitive Parity

Identifying customer journeys and prioritising initiatives to drive business outcomes

Improving retail market share through customer loyalty

Unlocking a Better Energy Future

Embedding the voice of the customer into organisational change

Client Success Story: The World's Largest Casual Dining Chain - Part Two

Client Success Story: The World's Largest Casual Dining Chain - Part Three