On average only 5-7% of customers respond to surveys, and this figure continues to drop. This means over 90% customers are essentially ignored. These are the customers that are likely to churn without ever telling you why. Solving this problem, according to Head of Product, Josh Levin, is one of Cresta AI’s main missions. “Because …
Government agencies face increasing pressure to modernize, driven by citizen expectations for convenience and fast, secure experiences similar to those offered by private companies. However, many state and local organizations still rely on legacy systems that no longer meet today’s demands. This gap often results in slower processing times and limited payment options, frustrating users, …
For years, brands have focused on omnichannel presence, but the arrival of sophisticated Artificial Intelligence is transforming those channels from static touchpoints into a living, breathing ecosystem. In 2026, the brands that thrive won’t just be those that use AI, but those that use it to build deeper, more meaningful connections. The sheer scale of …
The traditional “omnichannel” approach is being replaced by something far more dynamic: a living ecosystem of intelligent, two-way dialogues. As brands move away from simple automation toward sophisticated “digital labour,” the focus has shifted from mere efficiency to deep, trust-based customer connections. To explore how these trends are manifesting in the Australian market, Mark Atterby …
2025 saw a campaign that had some in the Australian marketing fraternity all a-flutter. Bank West is betting on a new platform in market. “Just Enough Bank”. In straight positioning terms, it does appear to tick a few boxes. If we assume there’s good market diagnostics informing the strategy, and we have no reason not …
Organisations have been told that AI is the key to unlocking unparalleled customer experiences. Yet, as we move toward 2026, a significant gap remains between the promise of AI and the reality for consumers. Many businesses are investing heavily in AI, but those investments largely sit behind the scenes, optimising internal processes rather than delivering …
Switching suppliers is becoming less painful and that means local players will need to lift their game and fast. Get them in young and you’ll keep them forever. This has been the prevailing marketing philosophy in the financial services sector for decades and it’s informed the way institutions have engaged with their customers and delivered …
The customer support landscape is transitioning from basic automation into the era of digital labour. Within modern service ecosystems, agentic AI marks a significant advancement over previous generations of support tools by moving beyond static responses toward autonomous problem-solving. Digital labour encompasses productive activities facilitated by digital infrastructures, where work is coordinated.It can also describe …
In 2026, customer experience is defined by how well a brand supports a customer the moment they lose confidence, hesitate, or feel overloaded. The best brands don’t drown people in touchpoints. They pay attention to their individual behaviour and use a blend of AI and human engagement to step in when it matters. Loyalty follows …
Since ChatGPT rose to prominence at the end 2022, CX technology vendors have been busy integrating the capabilities of Large Language Models (LLMs) and Gen AI into their software platforms. The aim has been to deliver more human-like, personalised, and efficient interactions at scale. Over the years, chatbots have evolved through several distinct generations, moving …