Author: Andrew Carlton

Practice Director, Customer Science Group.

Why it will be vital to provide ongoing support for your digital workforce

By Andrew Carlton   Posted in Artificial Intelligence - AI
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Are you looking to augment your workforce with a crew of virtual employees in the upcoming financial year? That’s the plan for scores of Australian businesses looking to contain costs, reduce repetitive manual activity in the back office and deliver faster, more responsive service to customers, partners and suppliers. They’re part of a collective AI …

Human-centred design – Preventing an automation-driven CX crisis

By Andrew Carlton   Posted in Artificial Intelligence - AI Customer Experience Digital Transformation & Technology
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human centred design

Is incorporating AI-powered automation into your operations on the agenda for your business this year? If you answered in the affirmative, you’re in good company. Forgetting about your customers while you focus on process driven efficiency is a mistake that can cost Australian businesses dear. Four in 10 small and medium sized enterprises were adopting …