Tom McCann

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Communication Is Key For Any Relationship

Tom McCann October 21, 2015
This is a guest post by Erna Esa, a Research Associate on the Customer Experience team based in Sydney. In the movie Love Actually, the chemistry between an Englishman (played by the very dashing Colin Firth) and a Portuguese housekeeper (Lúcia Moniz) was evident — but not having the tools to communicate in each other’s […]
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A New Era For Customer Experience In Australia? We Think So.

Tom McCann September 17, 2015
A new era for customer experience (CX) measurement has just been launched in Australia — are you ready for it? Forrester’s Customer Experience Index (CX Index™) report for Australian brands is now available for clients here. With the introduction of this research methodology you now have a tool that: Reflects how well your brand’s customer […]
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Australian And New Zealand Firms Say CX Is A Top Priority — But Do They Really Mean It?

Tom McCann August 11, 2015
Lots of things are critical to delivering a great customer experience (CX). For instance, do you really understand your customers or simply do a great job of segmenting them? Do you actively encourage employees to provide feedback and recommendations on CX issues? And do you consistently get back to them on actions taken as a […]
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