Digital transformation is no longer a futuristic concept; it’s a present-day necessity for businesses looking to thrive in the digital age. At the heart of this transformation lies the customer experience (CX). By leveraging the right technologies, businesses can create seamless, personalised, and engaging experiences that drive customer loyalty and growth.
The student experience at Charles Sturt University (CSU), particularly for those studying online, has recently undergone a fundamental transformation. Moving away from a limited 9-5 phone based support service, CSU has adopted a modern, highly engaged, and student-centric approach. Historically, enquiry services at Charles Sturt University (CSU) were largely phone-only and operated within a rigid …
As the e-commerce market continues to grow around the world, providing a satisfying digital experience for customers has never been more important. With the market estimated to be worth more than $98 trillion by 2032[1], those businesses that deliver user-friendly, seamless experiences will be best placed to capitalise on this demand. Those that fail to …
In 2025, elevating the customer experience is the top agenda item for Australian and New Zealand financial services institutions.Understandably so. The market is not just mature and crowded; it is being reshaped by an unprecedented wave of mergers in the customer-owned sector and intense pressure from the ‘Big Four’ and a new generation of digital …
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 …
Is optimising the way you bill your customers for products and services on your corporate agenda for the next 12 months? If you answered in the negative, it’s possible you’re doing your organisation out of an opportunity to strengthen its position and boost profitability. While, historically, revenue management has been viewed as very much a …
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 …
The impact of AI on Customer Experience (CX) is immense. Many companies find themselves, however, grappling with a landscape bombarded by often exaggerated claims and false promises. While AI offers genuine, measurable benefits, navigating the hype, understanding current limitations, and strategically implementing solutions are crucial for realising true return on investment (ROI). Tom Lewis, global …
Australia’s long-standing connection with SMS has endured significant evolution in the mobile landscape, through increasing smartphone penetration, the rise of Over-the-top (OTT) messaging, mobile payments and expanding digital commerce industries. Few other communication tools have as much reach as SMS. While we might only sporadically check emails and instant messages from our WhatsApp groups and other channels, …
At its annual Relate conference in Las Vegas, Zendesk unveiled the Zendesk Resolution Platform, a unified solution that integrates the company’s diverse technology offerings. Building upon AI, this platform is designed to provide increasingly sophisticated and personalised customer service experiences. “Resolution is the ultimate metric in customer service”, says Tom Eggemeier, CEO of Zendesk. “Our …
Is your organisation planning a large-scale transformation exercise in the upcoming financial year? Or perhaps you’re already in the midst of one and have some key milestones looming in FY2025? While high tech modernisation has become the overarching goal for thousands of Australian and New Zealand enterprises of all stripes and sizes in recent times, …