In the coming days, the GDPR comes into effect in Europe. Worldwide it represents a significant recognition of the issues surrounding data security and its impact on the customer experience. On one hand, customers want to know that their data is secure. On the other hand, they want personalised services tailored to their individual needs …
Most business leaders and marketers aim to differentiate their brand from those of their competitors. It’s commonly viewed that differentiation is the key to success of the brand and its profitability. Others however,would argue it’s more important for your brand to be relevant to your customers rather than be differentiated over competitors. As markets shift …
For most organisations, managing credit and debt collections can be a time consuming, costly and complex process.It’s viewed as a necessary but negative and thankless task. An experience that everyone would like to avoid. Yet it’s a key moment in the life cycle of a customer and how it’s handled can have a tremendous impact …
Content, whether it’s written, visual, aural or interactive, underpins the customer experience. The challenges lie in the ability to deliver the right content at the right time to the right customer. Cognitive content management promises, by utilising AI and machine learning, to deliver very personalised and relevant content across all communication channels – at the …
2018 is seeing Augmented Reality (AR) emerge into the mainstream market. The perception that AR is an expensive novelty has shifted. AR applications are now delivering real business value to a range of industries. CXFocus speaks to Rupert Deans, CEO and Founder of Plattar, about some real-world case studies and how AR is reshaping the …
In the past, humans were preferred over machines because there was a perception that humans were more accurate in their analysis of situations to make informed decisions. Fast-forward to 2018, we’re now seeing a complete focus on the customer in technology innovations. Chatbots – or virtual assistants powered by advanced machine learning – is one …
Verifier is an innovative new platform that aims to disrupt the lending and credit industries by offering consumers a simpler, more efficient and secure way to verify their income online. It has already been adopted by most of the major lenders in Australia and is soon to launch overseas. We talk to Verifier’s founder, Lisa …
In terms of managing, sharing and accessing information and data via the Internet, blockchain delivers trust, transparency, as well as greater speed and efficiency. Famous for the rise of cryptocurrencies such as Bitcoing and Ripple, many predict that blockchain will have a more dramatic impact on the customer experience and revolutionise the way business is …
Cumulus VFX is a successful and fast growing visual effects studio, based in Byron Bay, that produces high quality visual effects for film, television and other visual media. Will Gammon, the CEO and founder, explains how creating a culture based on creativity, learning and having fun breeds successful innovation and productivity in a fiercely competitive industry. …
The leadership of most Australian business and government organisations lack the competencies to lead their organisations through digital transformation, according to Mark Toomey Executive Chair at Australia’s Digital Leadership Institute. This lack of skills may greatly affect the future competitiveness of the Australian economy. Digital transformation is touted as one of the most important issues that businesses need …