At Zendesk Relate 25, Mark Atterby, CXFocus editor, interviewed Tom Powers VP of Operations at Catapult Sports. Powers explains the evolution of Catapult and its commitment to delivering world-class service to its clientele, who leverage Catapult’s integrated data and video analytics to gain crucial insights for athlete performance and development. Mark Atterby (MA): Can you …
The shift to digital workplaces promised enhanced connectivity and flexibility, but a darker side is emerging that many organisations are failing to confront – digital bullying. As teams increasingly rely on online collaboration tools like Slack, Microsoft Teams, and internal chat forums, these platforms can inadvertently become breeding grounds for harmful behaviours that erode trust, …
In a crowded landscape of customer experience (CX) solutions, Local Measure carved a unique path, one that began not in the traditional contact centre but on the bustling front lines of the hospitality industry. Unlike many CX startups born from within BPOs or the structured environments of large banks, Local Measure’s origins lie in empowering …
Artificial intelligence is no longer a futuristic fantasy, it’s an increasingly pervasive reality shaping how businesses interact with their customers. However, the integration of AI into service delivery isn’t a one-size-fits-all solution. Generational differences in perception, expectation, and comfort levels with AI necessitate a nuanced approach to ensure effective and satisfying customer experiences. Generational perceptions …
Australia’s leadership capabilities are facing a critical challenge, struggling to keep pace with evolving best practices and the demands of a future-ready workforce. This lag, according to Nicole Mathers, a leading workplace culture and emotionally intelligent leadership expert and co-founder of Uncapped Potential, is having significant negative consequences for customer and employee experiences, and ultimately, …
In a world increasingly driven by efficiency and quantifiable outcomes, the subtle art of building meaningful connections often takes a backseat to transactional interactions. Yet, the human desire for genuine connection remains a fundamental aspect of both personal and professional fulfillment. The limitations of solely transactional relationships are stark: they prioritise immediate gain over long-term …
The landscape of marketing analytics has undergone a dramatic transformation in the past two to three years, driven primarily by the surge in artificial intelligence. What was once a complex, data-intensive process is now becoming more streamlined and insightful, thanks to AI’s ability to automate and analyse vast amounts of customer data. “The last couple …
At its annual Relate conference in Las Vegas, Zendesk unveiled the Zendesk Resolution Platform, a unified solution that integrates the company’s diverse technology offerings. Building upon AI, this platform is designed to provide increasingly sophisticated and personalised customer service experiences. “Resolution is the ultimate metric in customer service”, says Tom Eggemeier, CEO of Zendesk. “Our …
Australian business leaders must prioritise diversity and resist the potentially damaging trend of mirroring the United States’ recent retreat from inclusivity – a move that could significantly undermine workplace innovation and progress, according to Mary-Beth Hosking, founder of Quantum Transformation. She says, “Fostering a diverse workforce is not just a social responsibility but a strategic …
Visit Site Last year, Officeworks was recognised with the Best CX Initiative Award at the Ashton Media-produced CX Awards. Driven by data and a focus on customer convenience, Officeworks launched the “I’m On My Way” initiative, a project designed to enhance the Click & Collect experience. Mark Atterby interviews Alyssa Milton, Head of Insights, Data …