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.
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 …
Ever felt frustrated by a chatbot that just doesn’t seem to get what you’re saying? You’re not alone. Traditional chatbots often struggle with natural language and can misinterpret even simple …
Customer experience (CX) agents are the backbone of any company’s interaction with its customers. It can be a very tough job, however. They’re juggling multiple applications, information screens, and clunky …
Automation brings undeniable benefits. Repetitive tasks are completed with lightning speed and flawless accuracy, freeing up human resources for more complex endeavours. Customer service chatbots can handle routine enquiries, while …
It sounds counterintuitive, but in today’s always-on world consumers are placing a premium on human connection. Among headlines about households spending more online than ever before, traditional bricks and mortar …
Generative AI in the form of ChatGPT has undoubtedly captured our attention, spotlighting how AI is ready at last for business prime time. In a few short months, we’ve been …
From hyper-personalised customer journeys to predictive customer service, AI is no longer a futuristic buzzword, but the engine driving a revolution in customer experience (CX) across all industries. 2024 marks …