We’ve all heard the saying that the customer always comes first. While this is typically true, the overall experience in making this happen involves not only customers but employees involved …
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 …
Mark Atterby, Editor of CXFocus, recently interviewed Ledi Lapaj, Director Customer Experience Bank-al-Etihad, who is the international keynote speaker for the CX Retreat in October. Ledi explains the customer centric …
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 …
The cost of bad customer service in Australia is estimated to be $74 billion annually, according to a recent study by Qualtrics. This sobering figure underscores the importance of prioritising …
Public service’s dynamic landscape means that government departments face a pivotal challenge: evolving citizen experiences to meet the growing expectations of the people they serve. This evolution is not just …
Imagine calling a customer support hotline, and the representative knows your name, understands your previous interactions with the company, and can offer solutions tailored to your specific needs. This level …
As Australian organisations struggle to compete in an increasingly complex and dynamic business landscape, the BPO (Business Process Outsourcing) industry is uniquely positioned to help. But the industry needs to …
The beating heart of every insurance company on the planet is indisputably its contact centre. That’s where hard-working agents handle enquiries, renew policies, process claims and collectively determine how the …
In today’s experience economy, consumers want more personalisation in their interactions with brands. Organisations that provide it will see a direct impact on their business performance. About 80% of consumers worldwide …