AI is rapidly becoming entrenched in customer service operations, and its impact is reshaping the way contact centers function. Organisations are deploying AI to analyse customer interactions and uncover patterns that would have been impossible to identify manually at scale. The pressure to adopt these technologies is growing because the potential value is enormous. While …
Historically, the Customer Relationship Management (CRM) system and Contact Center as a Service (CCaaS) platform operated as two distinct silos. This separation created swivel-chair syndrome, where agents manually toggled between screens, leading to fragmented data and frustrated customers. Audrey William, Industry Analyst and founder of Crayon IQ, comments, “The convergence of CCaaS and CRM really …
Something interesting is happening in the world of customer service. Faced with demand for ever-accelerating response times, teams are tapping AI-powered experience orchestration, giving rise to a generation of super agents. But fragmented systems are holding many back. Three-quarters (75%) of Australian consumers believe it takes too long to get a service response, according to …
A pathology test can be a critical moment in a person’s healthcare journey. As Australia’s second-largest pathology provider, Healius processes millions of tests annually. However, behind the clinical precision of the laboratory lies a human experience that begins long before a needle meets a vein. It’s the responsibility of Nathan Kellie, National CX Insights Manager …
Marketing and customer management is full of rabbit holes. Those who burrow ever deeper into them, nose down and backside up, miss the full picture. The Ghent Altarpiece is a 12-panel, 15th-century masterpiece by Jan and Hubert van Eyck. Painted in 1432, it’s regarded as one of the most important artworks in history – and …
In early March, data from the Australian Bureau of Statistics showed something unexpected. After years of stagnation, Australia’s productivity is finally ticking up again. The surprising part isn’t the increase. It’s what’s driving it. Productivity or “gross domestic product per hour worked” was up one per cent over the year to December. Why was this …
Anne-Kathrine Nissen, the CX Design Lead for H &M, doesn’t just see a business that sells products to customers. She sees a massive, living web of human interactions. The story of H&M’s transformation, as told by Anne-Kathrine, isn’t about a new app or a flashier website. It is a story about using holistic design to …
At this week’s Qualtrics Experience Live event in Sydney, the conversation focused on the impact and potential of AI in terms of Voice-of-Customer (VoC) and customer feedback analysis. Despite recent negative sentiment in the VoC market—highlighted by Medallia’s financial challenges and Qualtrics’ own recent funding hurdles—the event presented an optimistic future for the sector, centred …
Australia has a customer service problem, and while AI is helping, it’s only part of the solution. Over the past few years, we’ve seen organisations invest heavily in technology to improve the customer experience. In many ways, it’s working, AI is helping resolve issues faster, reducing wait times and easing pressure on customer service teams. …
An audience of over 600 professionals across CX, IT, and operations attended Zendesk’s Future of Service event in Sydney last week. The event focused heavily on how AI has become a core component of high-value customer and employee experiences. As well as showcasing a range of local success stories from brands such as Petstock, MYOB, …