It sounds counterintuitive, but in today’s always-on world consumers are placing a premium on human connection. Among headlines about households spending more online than ever before, traditional bricks and mortar institutions moving to online- and digital-only models, and the general buzz for AI, two-thirds of Australian consumers still prefer to engage with brands via human …
Consumers are increasingly privacy-conscious, and prioritising data security and transparency throughout the entire brand experience is no longer optional – it’s essential for success. AI and its use in marketing and providing personalised experiences for customers are raising the stakes in terms of data privacy and security. Data is the lifeblood of modern marketing and …
The world of B2B marketing is undergoing a seismic shift. Gone are the days when brand awareness, lead generation, and flashy campaigns were the sole domain of the B2B CMO. Today, success hinges on a deeper understanding – an understanding of the customer journey, their needs, and their satisfaction. Traditionally, B2B CMOs were tasked with …
Ben Motteram, industry veteran and founder of CX consultancy CXpert, extolls the importance of creating positive employee experiences in building successful customer experiences. In this interview with CXFocus Editor, Mark Atterby, he shares his thoughts about CX and the trends shaping the future. Mark Atterby (MA): Please provide a background to your career and your …
Generative AI in the form of ChatGPT has undoubtedly captured our attention, spotlighting how AI is ready at last for business prime time. In a few short months, we’ve been dazzled as it has written code, composed music, and rewritten text in the style of Shakespeare. But it isn’t ‘intelligent’—and it still has many limitations. …
Just as the modern customer expects personalised experiences tailored to their individual needs and preferences, so too do employees. All the talk around AI has mainly centred on its impact on CX. Its impact on personalising employee experience, however, is likely to be as significant. According to Nick Martin, Senior Vice President, Medallia, International, “Personalisation …
B2B e-commerce has evolved across most industries at a phenomenal pace, with 65% of B2B companies now offering e-commerce solutions. These platforms have risen to keep up with the competition and deliver slick business transactions that provide lower cost to serve buyers. For many, the temptation is to focus on how to move to these …
The cost of bad customer service in Australia is estimated to be $74 billion annually, according to a recent study by Qualtrics. This sobering figure underscores the importance of prioritising excellent customer service in today’s competitive landscape. The true cost, however, might be even higher, considering the additional strain placed on understaffed teams struggling to …
In the time it takes to read this paragraph, most Demand Side Platforms (DSPs) will have analysed billions of bid decisions, selecting the perfect ad to display to the right person at the right time and on the right device. Intriguing, isn’t it? In the early 2000s, 1:1 marketing was an exciting vision. Today, it’s …
Australia’s non-profit and charity sector is crucial to the well-being of many communities, providing vital services and support to those in need. The sector employs almost 1.5 million paid workers, with revenue expected to total $201.0 billion in 2023-24[i]. Non-profits and charities face a range of challenges amid a period of rapid technological innovation and …