Since ChatGPT rose to prominence at the end 2022, CX technology vendors have been busy integrating the capabilities of Large Language Models (LLMs) and Gen AI into their software platforms. The aim has been to deliver more human-like, personalised, and efficient interactions at scale. Over the years, chatbots have evolved through several distinct generations, moving …
The journey toward genuine customer obsession requires more than just good intentions—it demands a robust, organisation-wide strategy for customer listening. In 2018 IKEA embarked on a VoC program aimed at building a single source of truth about its customers and the business. IKEA’s need for its Voice of the Customer (VoC) program stemmed from its …
Failing to disclose an AI interaction, particularly one that results in a poor service experience, leads to negative sentiments and may push customers toward more transparent competitors. I recently interviewed Nicholas Kontopoulos, Vice President of Marketing, Asia Pacific & Japan for Twilio about the indispensable role of transparency and trust when implementing AI. If organisations …
The student experience at Charles Sturt University (CSU), particularly for those studying online, has recently undergone a fundamental transformation. Moving away from a limited 9-5 phone based support service, CSU has adopted a modern, highly engaged, and student-centric approach. Historically, enquiry services at Charles Sturt University (CSU) were largely phone-only and operated within a rigid …
Kellie Hackney, ANZ Regional Vice President for Zendesk, identifies ‘contextual Intelligence’ as the dominant trend poised to disrupt both Australian and international markets, projecting that it will set a new CX standard by 2026. This paradigm moves beyond static systems, focusing instead on the real-time infusion of AI, data, and human insight to create experiences …
Genesys explained its vision for the future of AI and CX at their Xperience event in Sydney today. That vision embraces the concept of universal experience orchestration – the ability to coordinate every customer and employ interaction, across the entire organisation and in real-time. Genesys’s roadmap for experience orchestration centres on advancing the Genesys Cloud …
Customer Experience is not just facing a challenge, but an existential crisis, according to Riccardo Pasto, Principal Analyst on the Customer Experience team at Forrester. In a recent interview, Pasto painted a not so rosy picture for the future of CX, predicting a critical divide where only a few elite teams thrive, leaving the majority …
The traditional contact centre is undergoing a profound transformation. Central to this shift is Voice Artificial Intelligence (AI), which is moving far beyond simple automation to fundamentally reshape how organisations manage both their inbound and outbound call operations. It represents a fusion of different AI technologies to to deliver immediate, intelligent and scalable 27/7 customer …
The future of healthcare in Australia promises a patient journey and experience defined by seamless integration, proactive care, and intelligent support, powered by technologies like Artificial Intelligence (AI). This transformation moves away from fragmented, reactive care to a highly coordinated, predictive, and patient-centric model. Dr Amith Shetty, Emergency Physician and Clinical Director in the System …
The recent acquisition involving Qualtrics and PG Forsta (which had previously acquired InMoment) signals a major consolidation at the top of the Voice of Customer (VoC) and Customer Feedback Management (CFM) market. This move has created a ripple effect, injecting both uncertainty and opportunity into the industry, especially in the ANZ region. According to Melanie …
