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 Lage, Customer Experience & Training Manager at Nespresso, on their use of AI to elevate CX and EX. Heather is presenting at a upcoming webinar …
For any organisation, the reality is that customers expect seamless, personalised, and frictionless interactions across all channels and touchpoints. Shareholders, on the other hand, demand businesses achieve their objectives to maximise value. To succeed in meeting both business objectives and customer expectations, organisations need to unite CX across all aspects of their operations, including teams, …
Mark Atterby, Editor of CXFocus, recently interviewed Ledi Lapaj, Director Customer Experience Bank-al-Etihad, who is the international keynote speaker for the CX Retreat in October. Ledi explains the customer centric journey the bank has been on, highlighting the six pillars of CX transformation that an organisation needs to become customer-centric. Mark Atterby (MA): Can you …
A new study by CX Network has identified convenience as the paramount customer behaviour shaping the strategies of customer experience (CX) professionals in 2024. This dramatic shift, up from fourth place in the previous year, underscores the growing urgency for businesses to prioritise speed, ease, and efficiency in their customer interactions. In contrast, the report …
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 for the Yellow Pages to find the number of the nearest tire shop. With 65-81% of consumers starting their shopping journey with online research[1] , asking …
The marketing landscape is evolving rapidly, driven by technological advancements, shifting consumer behaviours, and heightened expectations. To thrive in this dynamic environment, marketers must prioritise a combination of strategic, technological, and human-centric competencies. CXFocus editor, Mark Atterby, talks to Bronwyn Heys, CEO of the Australian Marketing Institute, about the challenges and opportunities facing today’s marketing …
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 questions. But there’s a new sheriff in town: Generative AI (GenAI). This cutting-edge technology is expected to revolutionise chatbot interactions, making them more natural, engaging, …
In 2013, customer experience innovator Matthew Dixon authored a book that forever changed the way contact center leaders look at customer service. In his book, The Effortless Experience, Dixon argued that customer loyalty is earned when companies deliver on their basic promises. In other words, effortless customer experiences produce repeat buyers and greater ROI much …
At its X4 event In Sydney last week, Qualtrics revealed its vision and roadmap for the future development of its products. That vision firmly embraces AI and the capabilities it can provide to improve customer and employee experiences. Attended by 2,000 delegates, the Qualtrics X4 event was held at the International Convention Centre (ICC) Darling …
Can you recall the last time you interacted with a bank teller? Chances are it’s been a while since most financial transactions are now completed digitally or via self-service channels. This shift has resulted in banks focusing more on the experience they offer their customers. They need to be sure that transactions can be completed …