Bendigo and Adelaide Bank aims to become Australia’s bank of choice

Please shareFacebookTwitterLinkedinDiggThe Bendigo and Adelaide bank wants to become the bank of choice for Australia within the next five years. Megan Papadopoulos, head of consumer connection, explains how their Customer Experience (CX) and digital transformation strategy is critical to the bank achieving its goals. The bank was formed by the merger of Bendigo Bank and …

Boosting customer loyalty through personalised banking experiences

Please shareFacebookTwitterLinkedinDiggPersonalisation has become an important aspect of creating a great customer experience. Customers now expect seamless personalised experiences when dealing with their bank and if they aren’t satisfied with their current institution, an alternative provider is only a click away. The move to greater personalised experiences has gained momentum during COVID.  Banks are looking …

Teaching the machine to serve our customers

Please shareFacebookTwitterLinkedinDiggIn recent years the customer experience landscape has seen the emergence of chatbots, virtual digital assistants, and AI. By automating repetitive tasks these tools have saved costs, allowing humans to focus on more complex issues. The long term impact of AI and machine learning applications, however, is potentially tremendous and far reaching. Machine learning …

We’re targeting you – personalisation vs segmentation

Please shareFacebookTwitterLinkedinDiggPersonalisation is one of the most important aspects of creating a great great customer experience. Today’s customers expect a personalised experience when dealing with brands. Highly personalised customer experiences driven by data analytics about current customers are difficult for competitors to imitate. The challenge lies in: who are we actually trying to personalise for? All too …

IoT in 2021 – Capitalising on your Data

Please shareFacebookTwitterLinkedinDiggThe Internet of Things (IoT) continues to transform businesses as developing technology presents benefits to every vertical. From a business standpoint, there are two major forces at play right now. IoT adoption is leading to an increase in data volumes, while advancements in the likes of 5G is leading to increasing network speeds that …

From despair to prosperity: Reimagining the future of Australia’s auto Industry

Please shareFacebookTwitterLinkedinDiggThe COVID-19 pandemic has fundamentally changed the world. While many of the changes posed by this global crisis have never been seen before – others were predictable and perhaps, expected. The alarming pandemic has accelerated the rate of digital transformation in the Australian auto-industry, revolutionising the experience of purchasing and maintaining a new car. …

Make a customer, not a sale – Enhancing CX in 2021

Please shareFacebookTwitterLinkedinDiggThe start of the new decade has been challenging to say the least. The stress, anxiety, and uncertainty of events in 2020 have forced a heavy and transformative hand on many industries and business functions, not to mention the customer experience space. During the pandemic, customer experience focused retailers that manage the customer journey …

How to bridge the CX gap during a crisis

Please shareFacebookTwitterLinkedinDiggCovid-19 was an unexpected turn for the whole world. Right from the businesses to events to day-to-day life, everything came to a halt. Apart from showing how vulnerable and co-dependent our lives are, the Covid-crisis also highlighted the significant areas in the corporate realm that were shrieking for improvements and transitions. One of the …

Finding the right balance between human and digital interactions

Please shareFacebookTwitterLinkedinDiggDigital Interactions are being considered as the first step towards digital transformation. Also, at present, utilising technology to boost customer experience has gained tremendous value, making it mandatory for brands to incorporate one or more ways of interacting with customers over digital channels.  Asking whether we can replace human interaction with digital ones may sound …

Why is IoB (Internet of Behaviours) important for Customer Experience?

Please shareFacebookTwitterLinkedinDiggIn recent years we have seen the range of devices and physical objects connected to the Internet grow exponentially. The information and data collected by IoT (Internet of Things) devices has the potential to generate significant insights into customer behaviour. Collecting and using this data and the technology that allows it to happen, has …