Demographics, fluctuating economics, and consumer preferences are changing rapidly, and keeping up with customer demands is becoming more challenging. Including rising incomes, middle-class bulges, ageing populations, and next-generation millennials that are reshaping the customer base around the globe. This has created a burdensome scenario for marketers faced with ensuring their brands can confidently navigate through …
Amidst continued economic concerns combined with some recent very high-profile privacy and data breaches, Australian consumers have grown increasingly suspicious of businesses’ and governments’ ability to remain ethical and protect consumers from technology risks. The 2022 Edelman Trust Barometer found just over half of Australians trust the government to do the right thing, down 9 …
Banks and other financial institutions that focus on personalisation, innovation and trust, are more capable of meeting the ever-increasing expectations of their customers. According to recent research by FT Longitude and supported by Genesys: The Challenge of Customer-Centric Banking, banks and financial services that deliver highly personalised and quality experiences are more successful at acquiring …
Providing citizens with fast and efficient access to information and government services is seen as a priority for most federal and state departments as well as local governments across Australia. But most public sector organisations and government institutions, due to their size and complexity, face enormous challenges in improving the citizen experience. Australians now expect …
Workers in Australia are looking for new jobs, asking for extra shifts, and switching to cheaper brands as everyday expenses eat up a bigger chunk of their paychecks, new research from Qualtrics shows. Drawing on insights from 1,020 full- and part-time workers in Australia, the study revealed 51% of respondents say it is harder for …
High quality customer service has always been the hidden hero driving company profits. Yet, delivering excellent customer experience (CX) at the business-to-business (B2B) level is much more complex than B2C. Often it involves multiple decision-making parties and significantly higher value or volume of purchases per customer over a lifetime. Changing a vendor is a significant …
Delivering a great customer experience is hard. There are so many factors that go into creating a great customer experience including strategy, culture, processes, technology and organisational structure. Customer expectations are constantly rising – and what’s seen as exceptional service today, may not be the exceptional service of tomorrow. Businesses need to keep innovating and improving their service, …
Organisations are using conversational AI to relieve the pressure on their contact centres while at the same time aiming to improve productivity and service levels. In the past, the performance of chatbots has been somewhat poor and the results disappointing. In recent years, however, AI technology has come a long way and some organisations at …
Personalisation today is everything, with most consumers expecting to be recognised and known over the course of each interaction and experience they have with a brand. This has been further accelerated as a result of the pandemic, with most organisations having to shift all of their operations and services online. Convenience has become the new …
Exceptional CX is the foundation of business. This statement holds more merit now than ever due to the COVID-19 crisis. Almost overnight, consumers were pushed to change their daily routines, consumption patterns and how they interacted with brands. It became crucial for companies to keep a real-time pulse on changing customer preferences and redesigning their …
