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Making CX a team sport: How Virgin Australia is making the invisible visible.
When we talk about customer experience (CX), we often focus on the customer-facing roles—the people on the front lines who engage directly with customers and deliver the visible parts of the experience. But in reality, customer experience is a team sport. Every member...
CX and Radical Responsibility: How a Daylesford Art Gallery turned potential disaster into delight
Last year, I found myself in the picturesque town of Daylesford in country Victoria, where I was scheduled to speak at an event. My husband Chris and I decided to make the most of our time there, and once my speaking engagement was wrapped up, we had the entire...
Why Customer Experience is a Leadership Topic
Next week I am speaking at an incredible full day event, The Future of Leadership. And while I’m not a leadership speaker per se, in preparing for this presentation, I’ve had an epiphany. Customer Experience is no longer just a function of a company’s customer service...
The Inconvenient Truth about the Australian Retail Sector.
The week before I got married a month ago, I realised I’d forgotten to buy shoes for my seven-year-old son Ollie, who had the important job of walking me down the aisle (so cute!) I made a mad dash to our local shopping centre with a window of 30 minutes and the brief...
How the Car Rental Industry has become Commoditised and the Competitive Edge No One is Talking About
If you’ve rented a car lately, you’d know that it’s usually not a customer experience worth sharing and if it is, it’s for all the wrong reasons. Bland and boring at best, impersonal, inefficient and infuriating at worst, the once-clear distinctions between companies...
