Banks and other financial institutions that focus on personalisation, innovation and trust, are more capable of meeting the ever-increasing expectations of their customers. According to recent research by FT Longitude and supported by Genesys: The Challenge of Customer-Centric Banking, banks and financial services that deliver highly personalised and quality experiences are more successful at acquiring …
Providing citizens with fast and efficient access to information and government services is seen as a priority for most federal and state departments as well as local governments across Australia. But most public sector organisations and government institutions, due to their size and complexity, face enormous challenges in improving the citizen experience. Australians now expect …
Mark Atterby interviews Tom Scantlebury, CEO and Founder of Sky Blue, about the importance of connecting with customers as humans and exceeding their expectations. Mark Atterby (MA): Can you please provide a background to your career and why you founded Blue Sky? Tom Scantlebury (TM): My background was actually originally in hotels. I was in hotel …
Mark Atterby interviews Rik Johnson, Head of Solutions at Curious Thing, about the importance of challenging assumptions when it comes to designing customer experiences and conversational AI. Mark Atterby (MA): Please explain your current position and provide a background to your career? Rik Johnson (RJ): I have the best job in the world! As Head …
In a career spanning 25 years, Jasmine Gray, Customer Success Team Manager APAC at cloud based telephony company Aircall, has applied her formula for customer success and experience to a wide variety of roles across multiple organisations. Mark Atterby talks to Jasmine Gray, about her career and what she has learnt about helping customers succeed. …
Being able to connect and work with other people is critical to successful customer experience and change management. Jane Tyzack, founding Director of Change Playbook, has built her long and successful career on her ability to collaborate and work with other people. Mark Atterby recently interviewed Jane about her approach to managing large-scale CX and …
Delivering a great customer experience is hard. There are so many factors that go into creating a great customer experience including strategy, culture, processes, technology and organisational structure. Customer expectations are constantly rising – and what’s seen as exceptional service today, may not be the exceptional service of tomorrow. Businesses need to keep innovating and improving their service, …
Many CX leaders and executives have diverse backgrounds that encompass a variety of job roles across multiple industries. Such leaders have a deep understanding of how CX impacts or connects with all areas of the business. Mark Atterby, CXFocus Editor, speaks to one such CX leader, Jodie Fielding who is currently Chief Delivery Officer at …
Organisations are using conversational AI to relieve the pressure on their contact centres while at the same time aiming to improve productivity and service levels. In the past, the performance of chatbots has been somewhat poor and the results disappointing. In recent years, however, AI technology has come a long way and some organisations at …
It has become accepted wisdom in the CX community for brands to delight or ‘wow’ their customers. But the truth is, delighting your customers may not necessarily build loyalty or raise revenue. That’s not to say that the effort to delight is useless but you need to get a few things right first. David Lucy, …
