We all know AI is helping businesses get more done, faster. It can help summarise the customer call, draft the follow-up, pull together the research, analyse the data, find an answer and turn a task that used to take an afternoon into something much, much quicker. Which all sounds great on paper. Except the work …
Multiple AI companies have recently disclosed that their own AI agents broke into real organisations without being directed to, in a worrying trend that suggests AI safety is taking a back seat as companies race to develop leading AI models. The most recent example of this was at OpenAI, when a ChatGPT AI agent gained …
The Australian Marketing Institute (AMI) has appointed experienced education and marketing executive Lauren Hyde as its new Chief Executive Officer, taking the helm as the organisation prepares to navigate a rapidly evolving landscape driven by artificial intelligence and shifting workplace skill demands. Hyde, who officially stepped into the role following an interim period led by …
Over the years the fan experience has become increasingly sophisticated, where sporting and entertainment organisations, venues, hospitality providers, as well as retailers are using technology to provide data driven and personalised fan experiences. From high-density Wi-Fi networks across iconic venues like the MCG and Optus Stadium to hyper-personalised mobile applications, digital innovation has shifted spectatorship …
A new Voice of Customer platform is helping Melbourne Park understand every guest more clearly and turn feedback into practical improvements for the next event. Across six venues, more than 500 events and close to four million guests each year, no two days at Melbourne Park look the same. The precinct can host a major …
The Contact Centre as a Service (CCaaS) market is undergoing its most profound transformation since the initial migration from on-premise infrastructure to the cloud. While the initial wave of CCaaS adoption was driven by IT modernisation and hardware end-of-life cycles, the current landscape is defined by the rise of agentic AI, changing customer expectations, and …
For the last year or so, there’s been plenty of discussion around OutcomenBased Pricing (OBP) in CCaaS and CX. Rather than paying for user licences or token usage to add AI capability to existing software systems, organisations are charged based on the results achieved by AI agents. The pricing model has met with significant scepticism. …
Are you looking to augment your workforce with a crew of virtual employees in the upcoming financial year? That’s the plan for scores of Australian businesses looking to contain costs, reduce repetitive manual activity in the back office and deliver faster, more responsive service to customers, partners and suppliers. They’re part of a collective AI …
Contact centres have traditionally trained people on the easy cases first. A new employee learns systems, product rules, tone, and escalation by handling routine interactions before taking on angry customers, complex exceptions, or high-stakes complaints. Agentic AI reverses that training sequence because the easiest cases are the first to disappear. CXFocus’s coverage of agentic AI …
Specsavers is a rare creature in the business world. It sits squarely at the intersection where medical eye care meets retail fashion, health funding and digital customer experiences. With a purpose to change lives through better sight and hearing, Specsavers places human clinical care at the heart of its business, using technology and data to …