Third-party cookies have long been a contentious subject. Since legal requirements were introduced requiring websites that collect cookies to display pop-ups, marketers have been searching for ways to account for the shortfall in conversions and ad revenue from users opting out. With Australia’s new Privacy Reform underway, best practices for collecting, unifying, and using personal …
Visit Site Last year, Officeworks was recognised with the Best CX Initiative Award at the Ashton Media-produced CX Awards. Driven by data and a focus on customer convenience, Officeworks launched the “I’m On My Way” initiative, a project designed to enhance the Click & Collect experience. Mark Atterby interviews Alyssa Milton, Head of Insights, Data …
The fight for customer loyalty has shifted to a new arena – the realm of artificial intelligence. Customers are becoming accustomed to the speed, efficiency, and personalisation that AI-powered solutions can deliver. They expect seamless interactions, instant answers, and proactive support. Commenting on findings from Zendesk’s seventh annual CX Trends report, Kellie Hackney, Regional Vice …
Australian businesses that fail to engage with AI, according to Mary-Beth Hosking, global keynote speaker and founder of Quantum Transformation, risk becoming uncompetitive and losing customer engagement. She says, “The AI revolution is here, and businesses that are misaligned and fail to adopt AI meaningfully risk missing out on the full potential of these technologies.” …
The Australian banking sector is at a crossroads. Industry consolidation and rising competition are pushing banks to innovate, but outdated technology continues to hold them back. Banks with traditional digital banking solutions aren’t able to offer the superior experiences that customers now demand. Decades of point solutions and a patchwork of legacy technologies has made …
Hyper-personalisation, the delivery of uniquely tailored experiences that address the individual needs and preferences of each customer, is no longer a futuristic concept. It’s rapidly becoming a reality, driven by the power of artificial intelligence (AI). As organisations move beyond cautious exploration and fully embrace AI, hyper-personalisation will become a key objective. AI and hyper-personalisation …
Is boosting customer satisfaction and loyalty a top-of-agenda item for your business in the new year? If you answered in the affirmative, join the club. In recent years, Australian business leaders and decision makers have become alive to the fact that a quality offering is no longer enough to attract and retain a loyal customer …
2023 was what we could call generative AI’s “wow!” moment. It opened the doors of plenty of new use cases for AI, and made the technology readily available to literally everyone. 2024 has been the year for understanding the power genAI could add to business and specific tasks, but also showed the limits of the technology. …
As technology revolutionises the ability to personalise omnichannel experiences, the days of one-size-fits-all approaches are long gone. Brands now recognise the importance of influencing customer journeys in real time, dynamically shaping each interaction to meet, if not exceed, individual wants and needs at every touchpoint. This however, is easier said than done. To gain deeper insights …
Contact Energy in New Zealand has passed significant milestones on its path to becoming a customer-centric organisation. Their achievement has been acknowledged with their recent wins in 2022 and 2023 CX Awards organised by Ashton Media. Mark Atterby from CXFocus talks to Claire Raeburn, Digital Transformation Practice Lead at Contact Energy in New Zealand, about …