Providing citizens with fast and efficient access to information and government services is seen as a priority for most federal and state departments as well as local governments across Australia. …
Mark Atterby interviews Tom Scantlebury, CEO and Founder of Sky Blue, about the importance of connecting with customers as humans and exceeding their expectations. Mark Atterby (MA): Can you please provide …
Mark Atterby interviews Rik Johnson, Head of Solutions at Curious Thing, about the importance of challenging assumptions when it comes to designing customer experiences and conversational AI. Mark Atterby (MA): …
In a career spanning 25 years, Jasmine Gray, Customer Success Team Manager APAC at cloud based telephony company Aircall, has applied her formula for customer success and experience to a …
Being able to connect and work with other people is critical to successful customer experience and change management. Jane Tyzack, founding Director of Change Playbook, has built her long and …
Delivering a great customer experience is hard. There are so many factors that go into creating a great customer experience including strategy, culture, processes, technology and organisational structure. Customer expectations are constantly rising …
Many CX leaders and executives have diverse backgrounds that encompass a variety of job roles across multiple industries. Such leaders have a deep understanding of how CX impacts or connects …
Organisations are using conversational AI to relieve the pressure on their contact centres while at the same time aiming to improve productivity and service levels. In the past, the performance …
It has become accepted wisdom in the CX community for brands to delight or ‘wow’ their customers. But the truth is, delighting your customers may not necessarily build loyalty or …
Providing customers with a connected and frictionless experience requires a full understanding of the end-to-end customer journey. Where does it start, where does it end, and what happens along the …