Author: Mark Atterby

For 15 years, Rebecca Burns, General Manager, Support at MYOB, has demonstrated her passion for customer experience (CX) and success. Throughout her career in customer success and project management, she has focused on strategising and implementing solutions to make customer interactions exceptional. Mark Atterby from CXFocus talks to Rebecca about her role at MYOB and what customer success looks like for her in 2024. Mark Atterby (MA): Can you please provide a background to your career and an explanation of your role at MYOB? Rebecca Burns (RB): With 15 years dedicated to customer experience (CX), I’m fortunate to have held…

For years, omnichannel customer experience (CX) has been the holy grail. But the way customers interact with businesses is changing. They don’t think in terms of channels – website, app, phone call, etc – they simply want a smooth, consistent experience. This shift in customer behaviour is driving a move towards a new approach: channel-less CX. Nicholas Kontopolous, Vice President of Marketing, Asia Pacific & Japan, Twilio, comments, “The conversation around customer experience (CX) has come a long way since the early days of business process outsourcing and basic CRM systems. Back then, CX was all about people, process, and…

It’s easy to get caught up in the efficiency and automation that technology offers. But what about the human element? How do we ensure that empathy and a positive human experience remain central to our interactions, even when technology plays a prominent role? Mark Atterby, Editor of CXFocus, interviews David Stone, VP of Growth for Concentrix, on how to manage this balance while maintaining our focus on the big picture. Mark Atterby (MA): Can you please provide a background to your career and an explanation of your role at Concentrix David Stone (DS): For over 25 years, I’ve been…

Mark Atterby, Editor of CXFocus, interviews Natalie Truong, CMO for EY about the importance of client satisfaction in achieving marketing success in 2024. She explains how EY is competing in the professional services arena and its plans to overtake their competition. Mark Atterby (MA): Can you please provide a background to your career and an explanation of your role at EY? Natalie Truong (NT): My career path has been anything but typical. After graduating, I explored the travel industry, fueled by a wanderlust common among young people. However, the reality of the pay didn’t quite match the dream. So, I…

THE ICONIC is Australia’s most loved retail brand, according to the inaugural Most Loved Retailers Report produced by Power Retail. Power Retail’s Head of Data, David Fear, comments, “THE ICONIC excels with younger customers by offering fast delivery, responsive customer service, and excellent returns policies, all of which are highly valued by this age group. These strategies have made the brand a standout in the retail industry”. As the younger generation adopts new channels for interacting with brands, they must adapt their customer experience programs to reflect this. “Gen Z”, Meera Chiba, Sales Director at Medallia advises, “is much more…

Customer insights provide the in-depth understanding of your target audience’s needs, wants, behaviours, and pain points. They are the golden nuggets of information businesses can use to propel growth. Generating customer insights business leaders can act on can, however, be a significant challenge. Techtarget defines, “Customer insight, or consumer insight, is the understanding and interpretation of customer data, behaviours and feedback into conclusions that can be used to drive actions that improve product development and customer support. Insights are the actionable motivations behind the wants and needs of customers that can be used to guide the evolution of features, development of new products…

In this interview with Mark Atterby, Editor of CXFocus, Janelle McQueen-Paice, Chief Experience Officer for Selfwealth, explains the principles of design thinking and how to apply them to empower customers. Mark Atterby (MA): Can you please provide a background to your career and an explanation of your role at Selfwealth? Janelle McQueen-Paice (JM): My career began at Westpac Banking, where I honed my skills in process improvement through Lean Six Sigma in call centers and mortgage originations. Transitioning to BT Financial Group, I thrived in wealth management. As a Senior Project Manager, I led product development projects and played a…

Companies like Good Pair Days and Selfwealth are using omnichannel marketing to drive highly personalised customer experiences with the brand. The challenges to omnichannel success are many but so are the potential rewards. Omnichannel marketing is a customer-centric approach that aims to deliver a unified and consistent brand experience across all touchpoints. David Lambert, General Manager, Asia Pacific, Iterable, highlights, “Rather than putting the product (or the channel) at the centre of your strategy, the customer is the priority—and every marketing message is tailored to meet them where they are on their specific journey. It’s a holistic approach that seamlessly…

Monique Bate, Head of Member Experience at ANZ Staff Super, emphasises the importance of customer experience and that the function needs to sit at a senior ‘strategic level’ within the organisation. In this interview with CXFocus Editor, Mark Atterby, she shares her thoughts about CX and its role in the superannuation industry. Mark Atterby (MA): Can you please provide a background to your career and an explanation of your new role at ANZ super? Monique Bate (MB): I’ve been in financial services for most of my career starting off in Credit Unions where I worked for 10 years prior to…

Customer experience (CX) agents are the backbone of any company’s interaction with its customers. It can be a very tough job, however. They’re juggling multiple applications, information screens, and clunky software integrations all while trying to solve a customer’s problem. This is the daily reality for many CX agents, leading to frustration and a revolving door of employees. A major hurdle for agents is the sheer volume of data and applications they must navigate. They often need to sift through countless systems to find the information they need to assist customers. Juan Jaysingh, CEO of Zingtree, comments,” Agents are drowning…