Author: CXFocus Editor

Grant funding can be transformative for nonprofit organizations, but the administrative burden of managing multiple grants often diverts staff attention away from mission-critical work. Between tracking deadlines, maintaining compliance and generating detailed reports for funders, your team may spend more time on paperwork than programming. Grant management software for nonprofits addresses these challenges by automating routine tasks and centralizing data, allowing your organization to focus on the communities you serve. Understanding the Grant Management Life Cycle Grants represent contractual obligations that require careful oversight throughout their duration. The three main phases of grants management encompass everything from initial research through…

Government agencies face increasing pressure to modernize, driven by citizen expectations for convenience and fast, secure experiences similar to those offered by private companies. However, many state and local organizations still rely on legacy systems that no longer meet today’s demands. This gap often results in slower processing times and limited payment options, frustrating users, especially when these services are funded by their taxes. Beyond meeting expectations, public institutions must also ensure accuracy and transparency to maintain compliance. Fortunately, modern platforms are catching on. To ensure the right fit, here is what agencies should consider when evaluating government billing and…

Sydney-headquartered customer experience and digital transformation company, Customer Science, has announced the appointment of Chris Borg as the company’s inaugural Partner Manager. Based in Sydney, Borg will be responsible for extending the company’s partner program in alignment with its strategy for growth and bolstering mutually successful relationships between Customer Science and its broad ecosystem of alliance partners to help them support customers with transformative CX outcomes while navigating today’s challenges and preparing for the future. Borg joins Customer Science with more than ten years’ experience across business development, client management, consulting and sales enablement programs within the contact centre, digital…

Workers in Australia are looking for new jobs, asking for extra shifts, and switching to cheaper brands as everyday expenses eat up a bigger chunk of their paychecks, new research from Qualtrics shows.  Drawing on insights from 1,020 full- and part-time workers in Australia, the study revealed 51% of respondents say it is harder for them to pay their current living expenses compared to 12 months ago. A third of respondents (32%) said the current economic climate will impact their spending habits for more than a year1. With inflation in Australia expected to peak in the December quarter of 2022,…

Customers want personalised services tailored to their individual needs and expectations. However, according to research from Twilio, consumers don’t trust brands to keep their personal data secure and to use it responsibly. To provide highly personalised service, brands must have a greater understanding of their customers’ needs, purchasing histories and preferences. In other words, they need to store and mine vast amounts of customer data. They need to analyse and act on that data so they can tailor the content and experiences they serve up to their customers. Twilio’s State of Personalisation Report 2022 found that 62% of consumers expect personalisation, saying…

According to a new report released today by KellyOCG, over three quarters of Australian senior executives say they are planning to leave their organisations in the next two years, which is higher than the global average. The second annual KellyOCG Global Workforce Report – Re:work, surveyed 1,000 senior business leaders across 12 countries to understand the greatest talent challenges and risks facing organisations as they emerge from the pandemic. It also explores how companies are transforming across four critical dynamics of success: workforce agility; diversity, equity, and inclusion (DEI); employee experience; and adoption of tools and technologies. “Our research signals there…

Article by Chanice Henry, article first published by CX Network Ayelet Mendel-Girin, general head of customer experience at Humm Group, discusses the art of emotional engagement when building loyalty winning self-service channels and employee experiences. Since starting her career as a traditional market researcher, Mendel-Girin has seen the scope of the role expand significantly to include user testing, digital analytics and design thinking practices. These customer-centric skills she acquired have proved valuable in throughout her profession. “The novel synergy between market research, UX and big data helps the business to capture customer journeys more holistically and adopt a truly omnichannel approach.” Her…

Article by Olivia Powell, article first published by CX Network Founder and CEO of Beyond Philosophy, Colin Shaw, on how to understand the difference between what customers say and what will drive value. What is your proudest moment of your CX career so far? Colin Shaw: Probably the fact that my company has just won the award from the Financial Times for being a leading management consultancy, making us the winner four years in a row now. The second thing I am most proud of is being chosen by LinkedIn as of the top 150 business influencers on the site, and now…

From Telstra Enterprise. End-to-end customer experience is the journey a customer takes from their initial thoughts or considerations to the actual purchase of a product. But the journey doesn’t end there! A customer’s initial buyer experience may have been sensational. The website was easy to navigate and the checkout process was simple and streamlined. But after two weeks the product they have ordered and paid for hasn’t arrived or it has arrived damage or with items missing. They send emails which are not answered. In exasperation the customer calls the service number to be placed in a lengthy queue. The…

If Australian retailers want to thrive and survive in today’s ecommerce environment, according to recent research, they must embrace digital experimentation to drive changes online and in physical stores. The Pulse Report 2020, produced by consultancy firm New Republique, benchmarks how established organisations are with data-led and customer driven changes. The report shows that in 2020, 69% of evolving organisations already considered experimentation part of their marketing mix and 94% of respondents indicated they would maintain or increase their spend on experimentation efforts in the next two years, setting the scene for an online survival; of the fittest. Nima Yassini,…