Digital transformation is no longer a futuristic concept; it’s a present-day necessity for businesses looking to thrive in the digital age. At the heart of this transformation lies the customer experience (CX). By leveraging the right technologies, businesses can create seamless, personalised, and engaging experiences that drive customer loyalty and growth.
I have an obsession with the digital experience space, both at a global level as well as what’s happening in my own backyard. One thing that has become absolutely clear …
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. …
The demand for self-service is understandable. Self-service delivers a range of benefits to businesses and customers alike, including reduced costs and higher customer satisfaction. However, while self-service solutions can deliver …
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): …
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 …
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 …
As a result of the pandemic, we have seen customers dramatically shift to online channels. These days most customer journeys start online even if they may finish via a physical …
Digital technology is vital to be able to provide personalised customer experiences at scale and in a way that is economically viable. Yet, digital transformation can appear disconnected from human …
The unexpected or apparently random discovery of a new product, according to recent research, can have a major and positive impact on the customer experience. When customers unexpectedly discover something …
From chatbots to hyper-personalised experiences to better understanding customers, AI and machine learning have been used in a variety of contexts to improve the customer experience. In 2022, the role …