I’ve just finished reading Altimeter’s excellent ‘2016 State of Digital Transformation’ report (1), and one stat jumped out at me: ‘Only 25% of companies undertaking digital transformations have mapped their customer journeys’. *Sharp intake of breath from the UX and CX purists*, but this sounds like progress to me. According to John Seely Brown, ‘the [...]
For the past 56 years, The Healthcare Information and Management Systems Society (HIMSS) has been bringing together the brightest minds in Health and IT at their annual conference to promote the best use of information technology and management systems in the health care industry. This year at HiMSS17, NEXA was represented by Adam Heaney as [...]
No detail is too small in the customer journey Forget the broad sales and marketing goals that were hammered into you at in this morning’s meeting. If you want a competitive advantage, your company needs to be identifying, anticipating and facilitating the subconscious desires of your customers. The best way to do that is through [...]
Market research isn’t enough anymore If you’re relying solely on market research to refine your customer experience, you’re at risk of being left behind. You may have heard the term Voice of the Customer (VoC) floating around, but it’s more than a buzzword - it’s a mainline right into your customers’ brains that provides instant, [...]
Why do relationship managers exist? Traditionally, relationship managers have acted as the main channel of communication between the customer and the bank, advocated for the customer’s needs within the banks operations, preempted customer needs and worked to build empathy and trust to maintain and improve client relationships. However, the reality is that the bulk of [...]
NCR, one of NEXA's strategic partners, digitally transforming the financial sector NCR Corporation (NYSE: NCR), a global leader in omni-channel solutions, today announced it is continuing to support Cumberland Building Society’s digital strategy with the launch of Cumberland’s new online appointment booking service, powered by Q-Flow enterprise software solution, which was delivered through NCR’s strategic [...]
Technology is forever changing the ways that we work. Automation replaces roles, innovation enhances others, and many tech-related roles which will boom in the next decade don’t even exist right now. Knowing how to successfully manage change as a result of digital transformation is a necessity for modern business leaders. Change does not happen in [...]
In an age where your competitors can be Googled while they’re waiting in your queue, customers have never been more in control. Brand loyalty is becoming less important to consumers, and similar offerings can be sourced from around the world – business owners need to have the competitive advantage to keep their customers. We’ll give [...]
For the hundreds of hospitals, tertiary education campuses, federal and local government departments and councils, business and other organisations we have had the privilege of working with over the last decade, our queue management software solution Q-Flow V5 has been a game changer. It has automated appointment bookings, reduced wait times, increased operational efficiencies, made [...]
Originally posted on The Customer Experience Company blog here. Training isn’t the answer to cultural change. “You don’t need money for cultural change, just train them”. Sound familiar? For your sake I hope not, anyone who has run a contact centre or managed customer facing staff knows that just telling or training them to be [...]
