Our thoughts and insights are shared via articles and events held throughout the year

From time to time, we share our insights on Customer Experience with a wider audience than just our own families, friends and clients.

Occasionally we’re busy putting our hands to good use, madly typing our thoughts into blogs, articles and special comments. Have a read below of some of the things we’ve been writing about lately.

Or if you’re not much of a reader, keep your eyes on this page for events we’re appearing at throughout the year. These are of various formats, lengths and subjects, and will often feature one of our great tech partners.  We encourage everyone to come along and not only hear about what is happening in the world of CX, but be a part of the conversation – share thoughts, experiences, opinions and put your questions to the experts.

Don't call it a loyalty program

We all know the industry jargon. We use the terms all the time. So why shouldn’t we call a loyalty program a loyalty program?

Well, it depends on whether you’re truly customer centric, or you’re just collecting names for a database because collecting things is cool… Remember Pogs?!


Read the article…

6 Components of Australian Retail CX

What exactly is retail CX and what’s the current state of play in Australia?

There’s plenty of theories and and definitions out there so we’ve broken it down into six key components for typical ‘clicks and bricks’ retailer.

Read the article… 

Why are there no CXOs at Australian retailers?

Customers are at the heart of every business – or at least they should be – so why are there no CXOs at Australian Retailers?

Telcos and finance verticals not only already have CXOs, but value them highly. It’s time we investigate why retailers in Australia are yet to recognise the importance of this role in an industry that stands to gain so much from it.

Read the article…


Pause Fest – 

February 6-8, 2019

Danny Phillips, Co-Founder and Director of Arkade will be hanging out at Pause Fest in Melbourne this February! Keep an eye out for him and feel free to wonder up for a CX chat any time.