Medallia’s Experience World Tour took place yesterday at the Sydney Opera House, where the company unveiled its vision for the future of CX and AI. Set against the striking backdrop of the harbour, the event brought together partners, customers, and international speakers.It was an opportunity for Medallia to make some preliminary announcements about their product …
The demand for highly skilled and strategically adept CX professionals is on the rise. While various certifications exist, a new credential, the Mini MBA in Customering from the Field Bell Institute, is emerging as a significant contender, promising to accelerate careers by addressing fundamental gaps in customer education. For years, the customer field has grappled …
The customer journey is rarely linear. Customers engage with businesses across a multitude of channels creating a complex web of touchpoints that can happen in any order. In the past, deciphering these intricate paths was an intensive process. However, the advent of Artificial Intelligence (AI) is ushering in a new era of precision, efficiency, and …
Anytime Fitness’s vision for “one million healthier lives” guides their innovative marketing, retention strategies, and unwavering focus on empowering individuals through mind, body, and community. I recently sat down with Caitlin Bancroft, Group Chief Brand & Marketing Officer for Anytime Fitness, to explore how Australia’s largest gym network is inspiring healthier lives. From championing inclusivity …
The impact of AI on Customer Experience (CX) is immense. Many companies find themselves, however, grappling with a landscape bombarded by often exaggerated claims and false promises. While AI offers genuine, measurable benefits, navigating the hype, understanding current limitations, and strategically implementing solutions are crucial for realising true return on investment (ROI). Tom Lewis, global …
In the quest for superior customer experience, businesses traditionally rely on direct feedback channels like surveys, feedback forms, and product reviews. While invaluable, these methods often present a curated view of customer sentiment. The true goldmine of customer insights lies in the vast, unstructured world of indirect customer feedback – the unsolicited data generated through …
The recent acquisition of InMoment by Press Ganey Forsta marks a significant shake-up in the Voice of the Customer (VoC) marketplace. This merger brings together two prominent players, creating a formidable force aiming to challenge Qualtrics and Medallia. This increased competition is likely to drive further innovation and potentially benefit customers with more comprehensive and …
In the fiercely competitive quick-service restaurant industry, customer experience (CX) and employee experience (EX) are no longer distinct – they’re two sides of the same coin. For a global giant like KFC, with over 20,000 restaurants spanning diverse markets, the challenge of truly understanding and responding to the voices of both customers and team members …
Qualtrics aims to transform how organisations understand and act on customer and employee feedback with its launch of “Experience Agents.” Unveiled at Qualtrics X4 in Sydney, this innovation uses agentic AI to automate understanding at scale, moving beyond surveys to deliver proactive, personalised experiences. Agentic AI is poised to revolutionise Voice of Customer (VoC) in …
For years, organisations have actively sought customer opinions through surveys and feedback forms, directly asking for their thoughts and experiences. While this direct approach still holds value, a silent revolution is underway in how consumers and even employees are voicing their perspectives. The spotlight is shifting towards indirect feedback – the wealth of information shared …