Author: Kellie Hackney

Kellie Hackney, Regional Vice President, Zendesk Australia and New Zealand. As Regional Vice President for Australia and New Zealand, Kellie leads a team of people that help organisations of all sizes build exceptional customer experiences by adopting the best-in-breed technologies in CX.

The phone call isn’t going anywhere in customer service. But it does need to get smarter

By Kellie Hackney   Posted in Contact Centre & Channels
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AI agents are reshaping customer service, particularly across chat and messaging. But when something goes wrong, when stakes are high and time is short, Australians still turn to the tried and tested phone call to resolve their issue. Yet itʼs the channel most organisations have been slowest to bring into line with broader customer expectations. …

Beyond the transaction – Build trustworthy AI to win customer loyalty

By Kellie Hackney   Posted in Artificial Intelligence - AI Customer Experience
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As competition grows and customer expectations continue to rise, experience has become one of the few remaining levers for differentiation and customer loyalty. For CX leaders, the challenge is no longer limited to resolving issues efficiently, it’s about moving beyond transactional interactions to ones that foster trust and long-term relationships. AI agents have emerged as …