Artificial intelligence (AI) is rapidly transforming the customer experience (CX) landscape, offering businesses unprecedented opportunities to personalise interactions, automate processes, and enhance customer satisfaction.
By understanding the potential of AI and implementing it strategically, businesses can create exceptional customer experiences that drive loyalty and growth. It’s important to remember that AI should augment, not replace, human interaction, focusing on enhancing the overall customer journey.
The fight for customer loyalty has shifted to a new arena – the realm of artificial intelligence. Customers are becoming accustomed to the speed, efficiency, and personalisation that AI-powered solutions …
Australian businesses that fail to engage with AI, according to Mary-Beth Hosking, global keynote speaker and founder of Quantum Transformation, risk becoming uncompetitive and losing customer engagement. She says, “The …
Hyper-personalisation, the delivery of uniquely tailored experiences that address the individual needs and preferences of each customer, is no longer a futuristic concept. It’s rapidly becoming a reality, driven by …
2023 was what we could call generative AI’s “wow!” moment. It opened the doors of plenty of new use cases for AI, and made the technology readily available to literally …
As technology revolutionises the ability to personalise omnichannel experiences, the days of one-size-fits-all approaches are long gone. Brands now recognise the importance of influencing customer journeys in real time, dynamically …
When thinking about customer experience (CX), the mind turns first to how interfaces and interactions relate to paying customers. But businesses can’t serve those customers unless their internal customers – …
Australia and New Zealand are no strangers to digital disruption. With pioneers like Afterpay, Xero and Humanitix setting the standard, organisations across all sectors – including banking – face a …
Artificial intelligence (AI) is increasingly redefining how organisations shape the employee experience (EX). For customer service and support teams in particular, AI presents opportunities to simplify processes, enhance coaching and …
Nespresso has harnessed the power of chatbots to elevate customer interactions and has also employed AI to optimise employee training and knowledge management. Mark Atterby from CXFocus talks to Heather …
I still remember the look of confusion on my grandfather’s face as I located a tire shop and booked a tire change for him using the computer, despite him asking …