Don’t confuse digital-first customer experience with digital-only

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 channel. It’s why Australian businesses are prioritising digital experiences and adopting what’s referred to as a digital-first mindset. Customers expect seamless, fast, and consistent digital …

The CX balancing act: human experience vs digital technology

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 experiences and build barriers between customers and the brand. We’ve seen the rise of chatbots, AI and increased automation matched with the rapid shift to …

Orchestrating serendipity to elevate the customer experience

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 new that they like, their enjoyment and satisfaction of a particular product or service will be greatly enhanced.   Recent research by the University of …

What should we expect from AI (Artificial Intelligence) in 2022?

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 of AI is expected to expand as enterprises become mature in its adoption. More and more business leaders in Australia as well as consumers are …

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

The 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 Adelaide …

Boosting customer loyalty through personalised banking experiences

Personalisation 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 to …

Teaching the machine to serve our customers

In 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 refers …

We’re targeting you – personalisation vs segmentation

Personalisation 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 often …