The demand for highly skilled and strategically adept CX professionals is on the rise. While various certifications exist, a new credential, the Mini MBA in Customering from the Field Bell Institute, is emerging as a significant contender, promising to accelerate careers by addressing fundamental gaps in customer education. For years, the customer field has grappled …
A competitive interest rate has always been key to winning business in the hotly contested savings space, and never more so than in today’s times, when cash strapped consumers are grappling with a long running cost of living crisis. While the stress may have begun to ease a touch of late, cost of living pressure …
Directing customers to digital support channels has long been a goal, but Agentic AI offers a way to make the experience more personable and seamless. For a long time, customers have come to expect personalisation of services and support – to a level that reflects an understanding of who they are, their communication preferences, the …
Contact centres have long been the heart of customer service, essential for maintaining customer satisfaction. Traditional call centres relied heavily on human agents for all interactions. Now, AI adoption is revolutionising this landscape, transforming roles and seamlessly integrating front and back office operations for a more efficient and connected customer experience. How adaptation of AI …
The customer journey is rarely linear. Customers engage with businesses across a multitude of channels creating a complex web of touchpoints that can happen in any order. In the past, deciphering these intricate paths was an intensive process. However, the advent of Artificial Intelligence (AI) is ushering in a new era of precision, efficiency, and …
Today, prioritising customer experience (CX) isn’t optional-it’s essential. Yet, many businesses still struggle with outdated, disconnected contact centres-often seen as cost centres rather than strategic assets for customer service. These frontline teams remain attached to outdated ways of working, hampered by inefficiencies and reactive problem-solving rather than proactive management. That’s about to change. AI-driven automation …
Anytime Fitness’s vision for “one million healthier lives” guides their innovative marketing, retention strategies, and unwavering focus on empowering individuals through mind, body, and community. I recently sat down with Caitlin Bancroft, Group Chief Brand & Marketing Officer for Anytime Fitness, to explore how Australia’s largest gym network is inspiring healthier lives. From championing inclusivity …
The impact of AI on Customer Experience (CX) is immense. Many companies find themselves, however, grappling with a landscape bombarded by often exaggerated claims and false promises. While AI offers genuine, measurable benefits, navigating the hype, understanding current limitations, and strategically implementing solutions are crucial for realising true return on investment (ROI). Tom Lewis, global …
In the quest for superior customer experience, businesses traditionally rely on direct feedback channels like surveys, feedback forms, and product reviews. While invaluable, these methods often present a curated view of customer sentiment. The true goldmine of customer insights lies in the vast, unstructured world of indirect customer feedback – the unsolicited data generated through …
Is your organisation finding it as tough as it’s ever been to generate new business? If the answer is yes, join the club. Early June brought the unwelcome – but not unexpected – news that Australia had slid back into a per capita recession, with GDP up by a tiny 0.2 per cent in the …