The cost of bad customer service in Australia is estimated to be $74 billion annually, according to a recent study by Qualtrics. This sobering figure underscores the importance of prioritising excellent customer service in today’s competitive landscape. The true cost, however, might be even higher, considering the additional strain placed on understaffed teams struggling to …
In the time it takes to read this paragraph, most Demand Side Platforms (DSPs) will have analysed billions of bid decisions, selecting the perfect ad to display to the right person at the right time and on the right device. Intriguing, isn’t it? In the early 2000s, 1:1 marketing was an exciting vision. Today, it’s …
Australia’s non-profit and charity sector is crucial to the well-being of many communities, providing vital services and support to those in need. The sector employs almost 1.5 million paid workers, with revenue expected to total $201.0 billion in 2023-24[i]. Non-profits and charities face a range of challenges amid a period of rapid technological innovation and …
Imagine catching an Uber and not only reaching your destination quickly, but also receiving insightful recommendations from your driver for your evening plans. This simple example illustrates the essence of what David Stone, VP of Growth at Concentrix, refers to as the ‘value beyond’. It’s about exceeding customer expectations by going the extra mile, understanding …
From hyper-personalised customer journeys to predictive customer service, AI is no longer a futuristic buzzword, but the engine driving a revolution in customer experience (CX) across all industries. 2024 marks the year organisations graduate from AI baby steps to a full-blown sprint, embracing its transformative power to create hyper-personalised experiences that anticipate needs and build …
From automating mundane tasks to creating hyper-personalised experiences, AI is leaving a mark on every pixel and click. But what does this mean for the future of digital marketing, and how can digital marketers, content creators and creative designers, leverage this evolving technology responsibly? The canvas of possibilities with AI is constantly expanding. Imagine waving …
In the realm of loyalty marketing, gamification is playing a crucial role in enhancing customer experiences, fostering loyalty, and driving engagement. It leverages the innate human desire for competition, achievement, and rewards to motivate and engage customers. Gamification is adding game mechanics into nongame environments, like a website, online community, learning management system or loyalty …
Marketing success in 2024 is evolving rapidly, shaped by constant technological advancements and shifting consumer behaviour. While specific tactics may change, some core elements will define marketing success in the coming year. Mark Atterby, the editor of CXFocus talks to Joanna Robinson, CMO for THE ICONIC, about her role and what marketing success looks like …
The hype around Artificial Intelligence (AI) is deafening, but it often drowns out the needs of small and medium-sized businesses (SMBs) and non-profits. Enter NTENDER.AI, an Australian startup dedicated to empowering these organisations with the tools and capabilities to make the most of their data and drive exceptional customer experiences (CX). Launched at the end …
The digital landscape is evolving at breakneck speed, and online shoppers are demanding more than just static product images and detailed descriptions. In this dynamic, complex and crowded environment, video content has the potential to be a powerful tool for enhancing e-commerce and customer experiences. To cut through, retail businesses need to reach their target …