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 …
Artificial intelligence is fundamentally reshaping the customer experience landscape, enabling brands to deliver faster, smarter, and more personalised interactions at every touchpoint. AI assists organisations in quickly resolving issues through virtual agents, providing dynamic recommendations, and delivering highly targeted communications. AI technology helps organisations anticipate needs, provide support in real time, and enhance personalisation in …
Here’s something we should probably all acknowledge: internal customer experience can be as important as external customer experience, especially in environments like contact centres. But new AI-powered tools are helping to get user experience right internally to help retain talent. Tackling turnover in customer contact centre teams can be a perpetual challenge for customer experience …
The recent acquisition of InMoment by Press Ganey Forsta marks a significant shake-up in the Voice of the Customer (VoC) marketplace. This merger brings together two prominent players, creating a formidable force aiming to challenge Qualtrics and Medallia. This increased competition is likely to drive further innovation and potentially benefit customers with more comprehensive and …
In the fiercely competitive quick-service restaurant industry, customer experience (CX) and employee experience (EX) are no longer distinct – they’re two sides of the same coin. For a global giant like KFC, with over 20,000 restaurants spanning diverse markets, the challenge of truly understanding and responding to the voices of both customers and team members …
Qualtrics aims to transform how organisations understand and act on customer and employee feedback with its launch of “Experience Agents.” Unveiled at Qualtrics X4 in Sydney, this innovation uses agentic AI to automate understanding at scale, moving beyond surveys to deliver proactive, personalised experiences. Agentic AI is poised to revolutionise Voice of Customer (VoC) in …
Contact centres are becoming the frontline of brand experience and key to delivering value to the organisation and their customers. Here’s how forward-thinking organisations are getting it right in transforming contact centres into strategic assets. In today’s times, Australian businesses are well and truly alive to the advantages a high functioning contact centre can confer. …
Subscription models have become a dominant business model across many industries, from streaming platforms and online learning to digital services and meal kits, with many products and services that were previously sold as one-time purchases now transitioning to subscription-based models. Increasingly, subscriptions are expanding beyond traditional digital platforms and services. As businesses strive for greater …
For years, organisations have actively sought customer opinions through surveys and feedback forms, directly asking for their thoughts and experiences. While this direct approach still holds value, a silent revolution is underway in how consumers and even employees are voicing their perspectives. The spotlight is shifting towards indirect feedback – the wealth of information shared …