Australia’s long-standing connection with SMS has endured significant evolution in the mobile landscape, through increasing smartphone penetration, the rise of Over-the-top (OTT) messaging, mobile payments and expanding digital commerce industries. Few other communication tools have as much reach as SMS. While we might only sporadically check emails and instant messages from our WhatsApp groups and other channels, …
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 times, the contact centre is almost invariably their first port of call and, as a result, it’s become the beating heart of every organisation that …
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 of the hospitality industry. Unlike many CX startups born from within BPOs or the structured environments of large banks, Local Measure’s origins lie in empowering …
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 one-size-fits-all solution. Generational differences in perception, expectation, and comfort levels with AI necessitate a nuanced approach to ensure effective and satisfying customer experiences. Generational perceptions …
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 hold true where financial services are concerned. Here in Australia and around the world, small and mid-sized banks are under pressure to contain costs while …
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 leading workplace culture and emotionally intelligent leadership expert and co-founder of Uncapped Potential, is having significant negative consequences for customer and employee experiences, and ultimately, …
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 the forefront of customer experience (CX), amplifying their critical role. The future of Australian contact centres depends on equipping agents with the appropriate tools and …
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 connection remains a fundamental aspect of both personal and professional fulfillment. The limitations of solely transactional relationships are stark: they prioritise immediate gain over long-term …
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 customer interactions has been upended by modern advancements in fraud prevention. As fraud tactics grow increasingly sophisticated, the question remains: Can businesses enhance security without …
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, data-intensive process is now becoming more streamlined and insightful, thanks to AI’s ability to automate and analyse vast amounts of customer data. “The last couple …