How AI and Robotics is reinventing CX
We are starting to see AI (Artificial Intelligence) being deployed in ‘every day’ situations. It’s potential to reshape the way consumers interact with brands, for the benefit of both, presents …
A security breach could ruin your reputation in seconds
A major security breach or cyber-attack can ruin the experience customers have with a brand. Failure to act decisively when customer’ interests or the security of their information is threatened, …
Steve Austen from InLoop is living the start-up dream
Margot Cairnes talks to Steve Austen about how focusing on customer experience and customer centric design helped Inloop to become one of the fastest growing start-ups in Australia. They have …
How the Internet of Things will revolutionise the customer experience.
In recent years we have seen the Internet of Things (IoT) move from the drawing board to become an emerging reality. It’s predicted IoT will radically redefine the relationship we …
Creating a disruptive culture – Part Two
Essential to creating a disruptive culture is to promote and cultivate independent thinkers. Companies that thrive in times of radical disruption drastically reinvent themselves by: Clearly seeing the changing environment …
Are you in touch with your customer’s reality?
Organisations are making increasing use of data and analytics to build a more comprehensive picture of their customers. Everyone recognises that the benefits of this are potentially substantial. But the …
Creating a disruptive culture – Part One
Charles Darwin told us: It is not the strongest of the species that survive nor the most intelligent, but the one most responsive to change. In today’s business environment the …
Why “management inertia” is your biggest threat! Interview with Karen Moses
Margot Cairnes, change visionary and leader, talks candidly with Karen Moses, former COO and head of strategy for Origin Energy, about the impact of digital disruption on Australian companies. Karen …
Can behavioural economics improve the customer experience?
Customers are fickle and unpredictable creatures. Their behaviour and purchasing decisions can be completely illogical. Designing customer interactions that delight and build brand loyalty may seem almost impossible. Behavioural economics, …
Chatbots: Disruption is coming to the call centre
By Joe Tawfik, CEO of Kinetic Consulting Services. Leveraging the latest in AI technology and robotics, chatbots are expected to replace numerous jobs in the contact centre industry. In one …