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.
Cyber security initiatives are an excellent opportunity for CX teams to deliver even more secure, trusted and enjoyable customer experiences. Greg Bell, the U.S. leader at KPMG Cyber, explains, “In …
Successful digital transformation can prove to be elusive for business leaders who do not have a holistic view of their business and the customer journey. This may prove to particularly …
Two years ago, the Salvos Stores embarked upon their customer experience journey by deciding to put their customers and the communities they serve at the heart of everything they do. …
The increased pace of digital transformation, due to the COVID pandemic, has drastically changed the cybersecurity landscape. The potential impact of these changes and their ramifications for CX are significant. …
For many customer support teams, volume has skyrocketed over the past few weeks, making it harder to answer questions at scale. And though automation has always been an incredibly useful …
Research tells us that most companies who spend more time listening and responding to customer feedback grow faster than companies that don’t. However, drawing a line to connect actions based …
Applying AI (Artificial Intelligence) and ML (Machine Learning) to customer and marketing analytics has the potential to drive substantial value and benefits. Yet the success of applying these sophisticated tools, …
Modern and disruptive technologies that are set to speed up automation and reduce headcount aren’t a new revelation. We frequently hear concerns that artificial intelligence (AI) and robotic process automations …
Port Macquarie Koala Hospital started its donation page after 350 koalas perished in the devastating bush fires in Australia. Initially, the hospital hoped to raise $25,000 to be spent on …
With rising consumer expectations and expanding fulfillment options, the Australian and New Zealand retail markets are undergoing rapid change and becoming increasingly complex. As a result, retailers are finding that …