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.
Applying AI (Artificial Intelligence) and ML (Machine Learning) to customer and marketing analytics has the potential to drive substantial value and benefits. Yet the success of applying these sophisticated tools, …
Modern and disruptive technologies that are set to speed up automation and reduce headcount aren’t a new revelation. We frequently hear concerns that artificial intelligence (AI) and robotic process automations …
Port Macquarie Koala Hospital started its donation page after 350 koalas perished in the devastating bush fires in Australia. Initially, the hospital hoped to raise $25,000 to be spent on …
With rising consumer expectations and expanding fulfillment options, the Australian and New Zealand retail markets are undergoing rapid change and becoming increasingly complex. As a result, retailers are finding that …
The success of many customer experience projects has been limited due to a range of very complex challenges and problems. “Design thinking”, with its capacity to harness the creativity and …
Personalisation is key to engaging consumers on mobile devices, according to research from Sinch. Yet most brands are not leveraging the data they need to offer the personalised experiences that …
Leading trends for Digital Experience in 2020 The range of digital touchpoints available for customers continues to expand. Brands must learn how to create engaging experiences at each touchpoint and …
Technology is dramatically reshaping the role of the contact centre and the tasks performed by contact centre agents. What will the contact centre of tomorrow look like? And what will …
The decisions being made by AI algorithms and machine learning are having an increasing impact on our lives, our jobs and our businesses. AI promises exciting possibilities for a wide …
Two years ago Caroline Maillols was appointed by MedicalDirector, a leading provider of healthcare and practice management software, to take charge of their CX and digital transformation strategy. Caroline’s job …