Research shows a clear and concerning disparity. Despite 79% of business leaders claiming to deeply understand their customers, consumer behaviour tells a different story: 58% will walk away from purchases if the experience doesn’t feel relevant. 86% of Australian businesses believe they provide good or excellent customer engagement, only 54% of consumers agree. This chasm …
One of my sons is heading toward to the end of his teen years. He’s sailing through it like an OG. Assured. Confident. Way too adult in some ways, but I’m proud of him. Unlike his old man at the same age, he’s comfortable in his skin, knows who he is. But that’s not the …
As competition grows and customer expectations continue to rise, experience has become one of the few remaining levers for differentiation and customer loyalty. For CX leaders, the challenge is no longer limited to resolving issues efficiently, it’s about moving beyond transactional interactions to ones that foster trust and long-term relationships. AI agents have emerged as …
Violet Lazarevic-Sittrop has taken on the role of Head of Customer Experience for the Commercial Bank at ANZ. In this position, she is responsible for the end-to-end customer experience for small and medium-sized businesses in Australia. Her role involves ensuring customer-centric strategies are integrated and aligned across the bank, optimising them to meet customer needs. …
The iconic scene in Taxi Driver where Robert De Niro’s character, Travis Bickle, stares at his reflection and asks, “You talkin’ to me?” reflects the shift that conversational search has brought to the customer experience. Traditional keyword-based search is like Travis talking to himself—a one-sided, often frustrating monologue. The user types a query, and the …
Today’s customers are an exacting lot with little tolerance for suppliers that fail to meet their ever-increasing expectations. Almost 94 per cent of Australian consumers stopped purchasing from at least one company after a negative experience, according to CPM’s 2025 The State of Customer Experience in Australia Report. Getting the basics right As to what …
Is optimising the way you bill your customers for products and services on your corporate agenda for the next 12 months? If you answered in the negative, it’s possible you’re doing your organisation out of an opportunity to strengthen its position and boost profitability. While, historically, revenue management has been viewed as very much a …
A recent study by Morning Consult, commissioned by Zoom, reveals a strong connection between effective customer service and brand loyalty among Australian consumers. The research also found that issue resolution is the most critical factor for Australians when they interact with customer support. Luke Carruthers, Head of CX for Zoom APAC, comments, “Our Zoom-commissioned research, …
Is incorporating AI-powered automation into your operations on the agenda for your business this year? If you answered in the affirmative, you’re in good company. Forgetting about your customers while you focus on process driven efficiency is a mistake that can cost Australian businesses dear. Four in 10 small and medium sized enterprises were adopting …
Medallia’s Experience World Tour took place yesterday at the Sydney Opera House, where the company unveiled its vision for the future of CX and AI. Set against the striking backdrop of the harbour, the event brought together partners, customers, and international speakers.It was an opportunity for Medallia to make some preliminary announcements about their product …