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. …
The demand for self-service is understandable. Self-service delivers a range of benefits to businesses and customers alike, including reduced costs and higher customer satisfaction. However, while self-service solutions can deliver …
Mark Atterby interviews Rik Johnson, Head of Solutions at Curious Thing, about the importance of challenging assumptions when it comes to designing customer experiences and conversational AI. Mark Atterby (MA): …
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 …
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 …
As a result of the pandemic, we have seen customers dramatically shift to online channels. These days most customer journeys start online even if they may finish via a physical …
Digital technology is vital to be able to provide personalised customer experiences at scale and in a way that is economically viable. Yet, digital transformation can appear disconnected from human …
The unexpected or apparently random discovery of a new product, according to recent research, can have a major and positive impact on the customer experience. When customers unexpectedly discover something …
From chatbots to hyper-personalised experiences to better understanding customers, AI and machine learning have been used in a variety of contexts to improve the customer experience. In 2022, the role …
Nobody likes change. It’s something that we all have to put up with though, given its prevalence in life. Change disrupts everything it touches, throwing your plans into disarray and …