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.
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It seems a week can’t go by without people losing their marbles over some new thing: abstract, techy, quasi-predictive, and always, always hyperbolic. Well, here we go again. The LinkedIn bros are hyperventilating about how our personal bots will be shopping for our new car, speaker-system, gumboots, and tampons. “The old commerce world is dead!”, …
Genesys explained its vision for the future of AI and CX at their Xperience event in Sydney today. That vision embraces the concept of universal experience orchestration – the ability to coordinate every customer and employ interaction, across the entire organisation and in real-time. Genesys’s roadmap for experience orchestration centres on advancing the Genesys Cloud …
The Twilio SIGNAL 2025 customer and partner conference recently concluded in Sydney at the prestigious Doltone House, serving as a showcase for the future of digital engagement. This year’s event focused relentlessly on the transformative intersection of AI, contextual data, and communications, positioning Twilio as a strategic partner for businesses navigating the technological frontier. SIGNAL …
Artificial Intelligence (AI) is fundamentally changing how organisations listen to, understand, and act on customer feedback. Moving beyond the limitations of traditional, structured surveys (like NPS or CSAT scores), modern AI solutions are capable of analysing vast amounts of real-time, unstructured data. To fully grasp the success of AI, organisations must be able to understand …
Research shows a clear and concerning disparity. Despite 79% of business leaders claiming to deeply understand their customers, consumer behaviour tells a different story: 58% will walk away from purchases if the experience doesn’t feel relevant. 86% of Australian businesses believe they provide good or excellent customer engagement, only 54% of consumers agree. This chasm …
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 …
The iconic scene in Taxi Driver where Robert De Niro’s character, Travis Bickle, stares at his reflection and asks, “You talkin’ to me?” reflects the shift that conversational search has brought to the customer experience. Traditional keyword-based search is like Travis talking to himself—a one-sided, often frustrating monologue. The user types a query, and the …
A recent study by Morning Consult, commissioned by Zoom, reveals a strong connection between effective customer service and brand loyalty among Australian consumers. The research also found that issue resolution is the most critical factor for Australians when they interact with customer support. Luke Carruthers, Head of CX for Zoom APAC, comments, “Our Zoom-commissioned research, …
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 …
Directing customers to digital support channels has long been a goal, but Agentic AI offers a way to make the experience more personable and seamless. For a long time, customers have come to expect personalisation of services and support – to a level that reflects an understanding of who they are, their communication preferences, the …