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 small and medium-sized businesses in Australia. Her role involves ensuring customer-centric strategies are integrated and aligned across the bank, optimising them to meet customer needs. …
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 brought to the customer experience. Traditional keyword-based search is like Travis talking to himself—a one-sided, often frustrating monologue. The user types a query, and the …
A recent study by Morning Consult, commissioned by Zoom, reveals a strong connection between effective customer service and brand loyalty among Australian consumers. The research also found that issue resolution is the most critical factor for Australians when they interact with customer support. Luke Carruthers, Head of CX for Zoom APAC, comments, “Our Zoom-commissioned research, …
Medallia’s Experience World Tour took place yesterday at the Sydney Opera House, where the company unveiled its vision for the future of CX and AI. Set against the striking backdrop of the harbour, the event brought together partners, customers, and international speakers.It was an opportunity for Medallia to make some preliminary announcements about their product …
The demand for highly skilled and strategically adept CX professionals is on the rise. While various certifications exist, a new credential, the Mini MBA in Customering from the Field Bell Institute, is emerging as a significant contender, promising to accelerate careers by addressing fundamental gaps in customer education. For years, the customer field has grappled …
The customer journey is rarely linear. Customers engage with businesses across a multitude of channels creating a complex web of touchpoints that can happen in any order. In the past, deciphering these intricate paths was an intensive process. However, the advent of Artificial Intelligence (AI) is ushering in a new era of precision, efficiency, and …
Anytime Fitness’s vision for “one million healthier lives” guides their innovative marketing, retention strategies, and unwavering focus on empowering individuals through mind, body, and community. I recently sat down with Caitlin Bancroft, Group Chief Brand & Marketing Officer for Anytime Fitness, to explore how Australia’s largest gym network is inspiring healthier lives. From championing inclusivity …
The impact of AI on Customer Experience (CX) is immense. Many companies find themselves, however, grappling with a landscape bombarded by often exaggerated claims and false promises. While AI offers genuine, measurable benefits, navigating the hype, understanding current limitations, and strategically implementing solutions are crucial for realising true return on investment (ROI). Tom Lewis, global …
In the quest for superior customer experience, businesses traditionally rely on direct feedback channels like surveys, feedback forms, and product reviews. While invaluable, these methods often present a curated view of customer sentiment. The true goldmine of customer insights lies in the vast, unstructured world of indirect customer feedback – the unsolicited data generated through …
The recent acquisition of InMoment by Press Ganey Forsta marks a significant shake-up in the Voice of the Customer (VoC) marketplace. This merger brings together two prominent players, creating a formidable force aiming to challenge Qualtrics and Medallia. This increased competition is likely to drive further innovation and potentially benefit customers with more comprehensive and …