Digital transformation is the strategic use of technology to reshape business processes, operations, and customer interactions. When effectively implemented, digital transformation can significantly support your CX strategy by providing seamless, personalised, and efficient experiences. However, there are significant challenges to doing this successfully. Jane Tyzack, Founder and Managing Director of Change Playbook, describes the relationship …
In an era defined by fast-paced living and the omnipresence of smartphones, our lives have become a series of micro-moments. These fleeting instances, where people turn to their mobile devices for quick answers or solutions, are shaping the way consumers interact with technology and the brands they do business with. Micro-moments are brief yet critical …
The efforts many retailers have made to enhance and personalise the online shopping experience maybe missing the mark with Australian consumers. New research from Power Retail has shown that 69% of shoppers feel that personalised suggestions and pop-up recommendations don’t influence their overall purchases. Each month Power Retail produce their monthly Trajectory report drawn from …
Due to the success of ChatGPT and the media coverage it’s received, AI is currently receiving a lot of attention. This is starting to generate a tsunami of new AI solutions and apps which are flooding the CX and digital marketplace. But how many of these solutions and applications will truly provide value versus how …
In an era of rampant data breaches and privacy scandals, it’s little wonder that consumers are growing increasingly wary of the way their personal information is being collected and used. However, thankfully, there is a way for companies to better protect their customers’ privacy while still providing them with personalised experiences. Enter Customer Data Platforms …
If the past three years taught us anything, it is that if you can’t unlock customer preferences and create value for them, your digital experiences will not hit the mark. To attract and retain loyal customers, digital leaders across Asia Pacific (APAC) must ramp up their digital capabilities. With new customer journeys, ever-changing digital preferences, …
I have an obsession with the digital experience space, both at a global level as well as what’s happening in my own backyard. One thing that has become absolutely clear in the past couple of years is that regardless of organisation size or industry, marketing and the digital function within have become key value drivers …
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 …
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 major benefits, live voice and chat interactions should not be left behind. They are still an important part of customer service, needing support and investment …
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): Please explain your current position and provide a background to your career? Rik Johnson (RJ): I have the best job in the world! As Head …
