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How AI is accelerating the “Listen, Learn, Act” cycle – interview with Medallia’s Fabrice Martin
Intelligent experiences, powered by AI, are no longer a theoretical concept. They’re a tangible reality that’s transforming how businesses operate and how they connect with customers and employees. I recently …
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Bringing the contact centre back into the business
The shift to cloud-based Contact Centre as a Service (CCaaS) aimed to modernise operations. While this has introduced new front office capabilities, it has also resulted in a separation between …
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Your contact centre is a potential goldmine – how to unlock it for 2026
Does your organisation’s contact centre provide swift, seamless service to customers whenever and however they choose to get in touch? If you’re not able to answer with a resounding ‘yes’, …
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The great CX divide – A tale of two perspectives
Research shows a clear and concerning disparity. Despite 79% of business leaders claiming to deeply understand their customers, consumer behaviour tells a different story: 58% will walk away from purchases …
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From Adolescence to Adulthood – The defining line in the sand for CX
One of my sons is heading toward to the end of his teen years. He’s sailing through it like an OG. Assured. Confident. Way too adult in some ways, but …
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Beyond the transaction – Build trustworthy AI to win customer loyalty
As competition grows and customer expectations continue to rise, experience has become one of the few remaining levers for differentiation and customer loyalty. For CX leaders, the challenge is no …
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ANZ appoints Violet Lazarevic-Sittrop to bring customer stories to life
Violet Lazarevic-Sittrop has taken on the role of Head of Customer Experience for the Commercial Bank at ANZ. In this position, she is responsible for the end-to-end customer experience for …
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You talkin’ to me? How conversational search is responding to customers
The iconic scene in Taxi Driver where Robert De Niro’s character, Travis Bickle, stares at his reflection and asks, “You talkin’ to me?” reflects the shift that conversational search has …
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Going above and beyond in 2026
Today’s customers are an exacting lot with little tolerance for suppliers that fail to meet their ever-increasing expectations. Almost 94 per cent of Australian consumers stopped purchasing from at least …
