Teaching the machine to serve our customers

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Please shareIn recent years the customer experience landscape has seen the emergence of chatbots, virtual digital assistants, and AI. By automating repetitive tasks these tools have saved costs, allowing humans to focus on more complex issues. The long term impact of AI and machine learning applications, however, is potentially tremendous and far reaching. Machine learning …

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Why are Australian business leaders so ill prepared for digital transformation?

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Please shareThe 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 …

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We’re targeting you – personalisation vs segmentation

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Please shareMost people would agree with the statement: personalisation is one of the most important aspects of creating a great customer experience. The challenge lies in the question: who are we actually trying to personalise for? All too often personalisation is confused with segmentation and vice versa. Personalisation refers to an organisation’s ability to adapt …

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Reshaping the customer experience with Augmented Reality (AR)

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Please shareThe emergence of AR (Augmented reality) promises to revolutionise the customer experience by offering immersive experiences for both consumers and employees. Many do question, however, what is the actual potential of this technology? And how can organisations implement it into their operations and for what purposes? Juniper Research predicts Augmented Reality (AR) will grow …

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Let’s get digital – before it’s too late

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Please shareThe call to “Go digital” has been echoing in boardrooms across the globe. It’s a herald of momentous and ground shaking change with potentially far-reaching consequences. Disruption and innovation caused by the adoption of digital technologies has propelled some companies to meteoric success while contributing to the demise of others Organisations have always relied …

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Creating a disruptive culture – Part Two

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Please shareEssential to creating a disruptive culture is to promote and cultivate independent thinkers. Companies that thrive in times of radical disruption drastically reinvent themselves by: Clearly seeing the changing environment Openly discussing the implications of disruption Embracing (inventing and adopting) new ideas Employing new blood (and listening to them and all stakeholders) Not falling …

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Creating a disruptive culture – Part One

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Please shareCharles Darwin told us: It is not the strongest of the species that survive nor the most intelligent, but the one most responsive to change. In today’s business environment the one most responsive to change is the one who creates the change. Since 2000 50%+ of F500 companies have disappeared, these include; Kodak, Nokia, …

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Chatbots: Disruption is coming to the call centre

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Please shareBy Joe Tawfik, CEO of Kinetic Consulting Services. Leveraging the latest in AI technology and robotics, chatbots are expected to replace numerous jobs in the contact centre industry. In one case study, Shell designed a bot to answer technical questions on over 3,000 products. It reduced call volumes by 40%. Please share

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Social media allows you to be proactive with customers

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Please shareSocial media listening is a popular practice for companies to understand more about their brand and its position in the marketplace. Its true value, however, is about understanding customers and what they value. It’s learning how to be proactive and interactive with your customers, rather than reactive. Traditional marketing vs social media marketing Using …

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