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 …
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 …
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 …
Technological innovation and digital disruption are dramatically reshaping the way brands are interacting with customers. Terms such as AI, chatbots, machine learning, AR, VR and a host of others have emerged to refer to the different technologies organisations are using to improve the customer experience. We take a look at some of the key technology …
The term ‘customer experience’ is now ubiquitous and used in so many different contexts that it means everything yet nothing at the same time. The term has become useless in describing a particular thing, action, strategy, or whatever. Can this term that is being touted across every boardroom in Australia, be rescued from sinking into …
The 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 tenfold …
Almost all organisations say that their customers come first. In reality, most business processes and organisational structures are built around the management and operational needs of the organisation. Building a “customer first” culture is one of the top CX challenges facing organisations today. Yet many flounder when trying to make the necessary changes. When it …
The 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 on …