As we delve deeper into ‘the age of instant gratification,’ customer experience is not just a consideration, but the metric by which many organisations live or die. It’s also one that most service businesses are looking to improve – research by Forrester indicates that 72% of businesses want to improve their customer experience, and for [...]
Earlier this year Q-nomy released Q-Flow 6.0 which saw a number of new features available through the platform. It revolutionised customer journey management, and offered businesses radical new ways to optimize their customer experience. We’re excited to announce that Q-Flow 6.1 was recently released by Q-nomy which has further enhancements to streamline customer journeys whilst [...]
Nobody likes waiting in queues. Not only is the lost time frustrating, but also the feelings of uncertainty, boredom and annoyance makes the wait so undesirable and sometimes unbearable! With busy weeks ahead of us in the lead up to the festive season, here are 7 ways to reduce waiting times in your service centres: Contact [...]
Now that the world is technically at the fingertips of anyone with a smartphone, customers are getting savvier and savvier. And as they do, they are expecting the best possible customer experience – from every provider, every time. And if they don’t get it? It’s easier than ever for them to switch to a competitor [...]
Service Design is not a new concept. A strategic approach to Service Design solutions are however powerful differentiators for service-based organisations. Creating a vision, driven by the customer experience, that encompasses the flow of a customer journey and not only the quality of the interaction, is where the true value of good Service Design is [...]
Today’s patients are not sitting idle in waiting rooms hoping they will be seen by a doctor at some stage. They are researching healthcare providers online, seeking recommendations on Social Media, looking up symptoms, booking appointments online and more. The explosion of wearables means patients can track their calorie intake, their sleep cycles, their steps, [...]
CX Day is a global celebration of companies and people who are delivering the highest-quality experiences to customers, created by the Customer Experience Professionals Association (CXPA), the premier global non-profit organization dedicated to the advancement and cultivation of the Customer Experience profession. The NEXA team will be celebrating their contribution to the CX profession on [...]
Customer Experience (CX) is no longer a nice to have and is now a strategic business imperative. It is tipped to be most exciting opportunity for organisations in 2017. Furthermore, a study by Gartner predicts that by 2018, more than 50 percent of organizations will implement significant business model changes in their efforts to improve [...]
Healthcare in the experience economy. Your patients aren’t comparing their hospital experience to other hospitals, they’re comparing them to CBA’s banking app, their latest purchase on Amazon, how easy it was to book a ride through Uber or to sell a couch on Gumtree. More than just patients, they are marketing channels with new experience [...]
Originally posted on the Qnomy blog here What does "Customer Centric BPM Software" mean? What is BPM actually? The answers are revealed in a new video, which you can see right here and on our NEXA YouTube channel. The video takes you through the journey of an ordinary guy applying for a permit to build a [...]
