Fronting up to a bricks and mortar premises has ceased to be the default move for customers seeking information about, or assistance with, a supplier’s products or services. In today’s …
In a crowded landscape of customer experience (CX) solutions, Local Measure carved a unique path, one that began not in the traditional contact centre but on the bustling front lines …
Artificial intelligence is no longer a futuristic fantasy, it’s an increasingly pervasive reality shaping how businesses interact with their customers. However, the integration of AI into service delivery isn’t a …
Customer centricity: the essential driver of growth, powering both organic expansion and the successful integration of acquired platforms. Small is beautiful, as the old saying has it, but it doesn’t …
Australia’s leadership capabilities are facing a critical challenge, struggling to keep pace with evolving best practices and the demands of a future-ready workforce. This lag, according to Nicole Mathers, a …
Agent engagement and performance are pivotal to the success of contemporary contact centres. As customer expectations escalate, demanding seamless and efficient service across diverse digital channels, agents find themselves at …
In a world increasingly driven by efficiency and quantifiable outcomes, the subtle art of building meaningful connections often takes a backseat to transactional interactions. Yet, the human desire for genuine …
For years, businesses have grappled with the challenge of balancing robust security measures with a seamless customer experience. The traditional belief that stronger security inevitably leads to greater friction in …
The landscape of marketing analytics has undergone a dramatic transformation in the past two to three years, driven primarily by the surge in artificial intelligence. What was once a complex, …
At its annual Relate conference in Las Vegas, Zendesk unveiled the Zendesk Resolution Platform, a unified solution that integrates the company’s diverse technology offerings. Building upon AI, this platform is …