In the traditional world of Business Process Outsourcing (BPO), the industry was long defined by ‘bums on seats’ and labour arbitrage. Success was measured by how many calls you could churn through and how cheaply you could do it. But for CDM Direct, a specialist operating in high-stakes sectors like automotive, Aged Care, and the …
In an industry traditionally seen as a laggard in digital adoption, Kennards Hire is proving that a ‘bricks-and-mortar’ foundation is no barrier to cutting-edge customer experience. Leading this charge is Nathan Borg, Head of Digital and Customer Experience. With a career spanning 15 years within the business, Nathan brings a unique perspective on how to …
Today, a single bad experience can undo a hard-won customer relationship. Customers move quickly, compare constantly, and switch brands with less hesitation than ever. Yet many customer experience strategies are still built around delayed reactions. Friction is identified only after it has already cost conversion or trust, whether through abandoned carts, negative reviews, or spikes …
Artificial intelligence hasn’t just improved the customer journey. It has compressed it, fragmented it, and partially handed control to algorithms. Yet while investment surges, results lag. MIT research found that 95% of generative AI pilots have failed to deliver measurable P&L impact. At the same time, Zendesk reports that 83% of consumers believe customer experience …
In the digital economy, customer experience has evolved from a competitive differentiator into a strategic imperative. Boardrooms no longer debate whether CX matters, but how every investment – from product design to cybersecurity – reshapes the customer journey. CX is no longer just a differentiator but the foundation of long-term success. That foundation, however, is …
In the financial services industry, customer obsession is a term often used but rarely mastered. For Annmaree Bell, Zurich’s Chief Customer Officer, it isn’t a corporate buzzword—it’s a philosophy rooted in two decades of leading transformation and a deep-seated passion for the art of storytelling. Since joining Zurich in 2010, Annmaree has championed major organisational …
As digital agents gain the ability to access bank accounts, manage supply chains, and interact with customers, guardrails need to be put in place to ensure safety, compliance, and ethical alignment. Agentic AI focuses on the ability to complete a goal with minimal human intervention. While productive, unconstrained agents pose significant risks, including unpredictable behaviour, …
At 6.47 am, Natalia’s inbox explodes. Tyler, Maya’s AI assistant, wants one ergonomic desk chair with sustainability certifications and machine-readable warranties. A smart city’s building management system needs 200 chairs and API integration for their municipal procurement system. A large multinational’s corporate AI platform invites real-time negotiations for bulk office furniture. Three machine customers. Three …
In the competitive world of Quick Service Restaurants (QSR), the ‘secret sauce’ isn’t always in the kitchen. For El Jannah, the iconic Australian charcoal chicken chain, it’s increasingly found in the cloud. Since launching its AI pilot in September 2025, El Jannah has transformed how it interacts with its community. By integrating Salesforce Agentforce into …
When faced with the critical task of making policy or departmental decisions based on citizen or employee feedback, the default for many government agencies has been to call in the consultants. For decades, the path of least resistance has led to outsourcing the entire process – from data collection to analysis – to external professional …