Transform Customer Experience

Index

• Aboud, Anthony 64, 171, 197, 205, 227–228
• Acquia 11–12
• advisers, trusted 97–98
• aggegators 121
• Airbnb 29
• Aldi 120
• Allinson, Stacey 64, 227
• Amazon 121, 127, 215
• Apple 222
• apps 119–120, 222
• artificial intelligence (AI) 212, 225, 228
• assurance, CX 168–169
• augmented reality 216
• Australian Fair Work Ombudsman 64, 158, 198–199
• Australian population 69–70
• Australian Taxation Office 63, 157, 196
• Australia Post 211
• automation 211, 228
• awareness, CX 85–86
• Bailey, Ian 64–65, 129, 195–196, 204, 227
• Bank of Ireland 63–64, 170, 198
• barriers 93–94
• benchmarks 26
• big data 220–221
• Blockbuster Video 1
• BMW 215
• BOPS (Buy Online Pick up in Store) 117–118
• brand 1, 15, 31, 47, 50, 155, 158, 185
• bricks and mortar stores 3, 4, 5, 106, 116–117
• Bugg, Fergus 63, 200–201, 228
• Calagione, Sam 53–54, 222
• call centres see contact centres
• cancellation, service 94
• Carroll, Dave 21–22
• case studies and examples 11–12, 21–22, 31–33, 40, 42–43, 44–45, 53–54, 56–59, 68, 72–73, 86–87, 113–114, 122–125, 130–131, 132–135, 135–144, 155–156, 168–169, 175–179, 180–184, 185–190, 190–193, 195–207, 217–218, 223–224, 226–229
• champions, CX 49–50; see also leadership
• change, pace of 71, 73–74, 209
  • — fatigue 190–193
  • — management 184–190
• channels 9, 12, 33, 35, 36, 84, 86, 89, 101, 104, 106, 115, 144; see also omnichannel CX
  • — assurance 167–169
  • — customer preferred 14
  • — future 209–211
  • — metrics 146, 162–164, 165–169
• chat see web chat
• chatbots 126
• churn, customer 38, 100, 155–156, 159, 167, 170, 171; see also retention, ...