Author: Henry Pepper

Senior Staff Writer, CXFocus. Henry Pepper is a journalist who reports on business and technology in Australia, Britain and Japan. He has reported for ABC TV, The Independent of London, The Bulletin and edited Dynamic Business magazine. Henry worked as an (Communication and Public Relations Australia) award-winning Senior Writer for Stratcom Communique in Sydney on accounts including Alcatel, the Australian Bankers Association, Honeywell and Qantas.

Amplify your strengths not your sins – Sealy on the reality of AI in CX

By Henry Pepper   Posted in Artificial Intelligence - AI
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When Michael Chen joined premium Australian mattress manufacturer Sealy Posturepedic nearly 7 years ago, centralising the fragmented CX function was his first priority. Laying the right foundations with the CX team, before introducing process automation tech, was most important. “People, culture, processes, come first and then and only then the technology. If you have people …