VR and AR pose more questions than answers
Most companies are struggling to see viable uses of Virtual Reality (VR) and Augmented Reality (AR) within their business. According to new research from Prophet, VR and AR can pose …
Customer journey maps – From the outside looking in
Do your customer journey maps truly represent your customer’s experience or your own assumptions on what your customer’s experience? For journey maps to be effective, brands need to deploy in …
Brendan Donoghue to lead UniSuper’s customer experience team
Recognising the need to provide more effective service to their members and customers, UniSuper has appointed Brendan Donoghue to head of customer experience. UniSuper is a $66 billion super fund …
Better customer experience with niche social media
Social media has played a pivotal role in shaping and redefining the customer experience. We’re all familiar with the mainstream juggernauts of Facebook and Twitter, but there’s a vast array …
Google raises the the bar with AI (Artificial Intelligence)
Artificial Intelligence presents a new paradigm shift from the previous “mobile first” approach in Google’s design thinking. Every product that Google is developing or is releasing has A.I. embedded into it. …
Personalisation vs data privacy: the customer experience dilemma
In the coming days, the GDPR comes into effect in Europe. Worldwide it represents a significant recognition of the issues surrounding data security and its impact on the customer experience. …
Is brand relevance more important than brand differentiation?
Most business leaders and marketers aim to differentiate their brand from those of their competitors. It’s commonly viewed that differentiation is the key to success of the brand and its …
Turning debt collections into a positive customer experience
For most organisations, managing credit and debt collections can be a time consuming, costly and complex process.It’s viewed as a necessary but negative and thankless task. An experience that everyone …
Can cognitive content management deliver a personalised customer experience?
Content, whether it’s written, visual, aural or interactive, underpins the customer experience. The challenges lie in the ability to deliver the right content at the right time to the right …
Living and shopping in an Augmented Reality
2018 is seeing Augmented Reality (AR) emerge into the mainstream market. The perception that AR is an expensive novelty has shifted. AR applications are now delivering real business value to …