Some great Aussie CX innovations may take the world by storm

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Please shareIn recent years a number of unique CX innovations have been produced in Australia. Almost all are being developed by small companies led by passionate entrepreneurs trying to solve a customer experience problem that has frustrated them for years. Our local innovations are impressive but many lack the necessary capital and marketing clout for …

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Business leaders fail to own the customer experience

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Please shareFew organisations, according to a recent report from Altimeter, have a coherent method for aligning customer experience with business strategy. This misalignment is impacting the decisions and investments business leaders are making to improve the customer experience. It also limits their understanding of how CX can contribute to tangible business goals and the overall …

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How AI and Robotics is reinventing CX

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Please shareWe are starting to see AI (Artificial Intelligence) being deployed in ‘every day’ situations. It’s potential to reshape the way consumers interact with brands, for the benefit of both, presents a series of significant opportunities as well as challenges. The latest advances in automation, software and robotics are allowing computers to do things we …

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