Human & machine collaboration: AI success in 2025
2023 was what we could call generative AI’s “wow!” moment. It opened the doors of plenty of new use cases for AI, and made the technology readily available to literally …
Category: Artificial Intelligence – AI
Artificial intelligence (AI) is rapidly transforming the customer experience (CX) landscape, offering businesses unprecedented opportunities to personalise interactions, automate processes, and enhance customer satisfaction.
By understanding the potential of AI and implementing it strategically, businesses can create exceptional customer experiences that drive loyalty and growth. It’s important to remember that AI should augment, not replace, human interaction, focusing on enhancing the overall customer journey.
How personalisation drives a brand’s competitive advantage
As technology revolutionises the ability to personalise omnichannel experiences, the days of one-size-fits-all approaches are long gone. Brands now recognise the importance of influencing customer journeys in real time, dynamically …
CX in enterprise software: Get it right, or they may not use it
When thinking about customer experience (CX), the mind turns first to how interfaces and interactions relate to paying customers. But businesses can’t serve those customers unless their internal customers – …
Five reasons why your bank’s customer journeys are falling short – and how to fix them
Australia and New Zealand are no strangers to digital disruption. With pioneers like Afterpay, Xero and Humanitix setting the standard, organisations across all sectors – including banking – face a …
The role of AI in transforming the employee experience
Artificial intelligence (AI) is increasingly redefining how organisations shape the employee experience (EX). For customer service and support teams in particular, AI presents opportunities to simplify processes, enhance coaching and …
Nespresso’s AI-Driven excellence for customer and employee Experience – Interview with Heather Lage
Nespresso has harnessed the power of chatbots to elevate customer interactions and has also employed AI to optimise employee training and knowledge management. Mark Atterby from CXFocus talks to Heather …
LLMs use online reviews to guide consumers to potential businesses
I still remember the look of confusion on my grandfather’s face as I located a tire shop and booked a tire change for him using the computer, despite him asking …
Using GenAI to make chatbots smarter and more human
Ever felt frustrated by a chatbot that just doesn’t seem to get what you’re saying? You’re not alone. Traditional chatbots often struggle with natural language and can misinterpret even simple …
Drowning in data – Why frontline agents are struggling
Customer experience (CX) agents are the backbone of any company’s interaction with its customers. It can be a very tough job, however. They’re juggling multiple applications, information screens, and clunky …
Tech vs Touch: Finding the right balance between automation and human interaction
Automation brings undeniable benefits. Repetitive tasks are completed with lightning speed and flawless accuracy, freeing up human resources for more complex endeavours. Customer service chatbots can handle routine enquiries, while …