Customer Data Platforms are critical for AI-driven insights

The fifth annual Customer Data Platform Report from Twilio Segment shows embracing CDPs (Customer Data Platforms) that are interoperable with data warehouses is key to capitalising on AI. Amidst the widespread adoption of AI, businesses are grappling with an exponential increase in data volume. Twilio Segment processed a record high 12.1 trillion API calls in …

Empowering internal experiences with generative AI

While the potential of Generative AI is undeniable, many organisations remain hesitant to integrate it into customer-facing systems. Concerns about maturity, general understanding, and potential risks are understandable. However, there’s a growing interest in leveraging its power internally to improve employee experience (EX) and boost productivity. In this controlled environment, organisations have more control over …

Australian businesses put $74 billion at risk due to bad customer service

Australian consumers cut spending with a brand more than half the time after receiving bad customer service (55% of negative experiences) – a figure 18 % points higher than 12 months previously – according to new research from the Qualtrics XM Institute. Local consumers say one in ten (11%) of their interactions with brands results …

Do businesses still believe in love? Australian consumers do.

It is predicted that Aussies will spend a  whopping $465 million on Valentine’s Day this year. However, according to research by ecommerce marketing company Omnisend, only one in five (22%) of online businesses executed a  Valentine’s Day campaign in 2023, which means they might decide to skip it this year as well. Furthermore, only 10% …

58% of Australian businesses increase IT security spending

A recent survey by Capterra reveals that Australian businesses are more actively improving their cybersecurity infrastructure to defend against potential attacks. The study’s findings show that a third (33%) of the respondents have experienced security breaches in 2023 amidst recent notable data breaches occurring at Optus and Medibank.  Research Analyst at Capterra, Laura Burgess, said, “The …

Asia Pacific Loyalty Awards announces finalists for 2024

The Asia Pacific Loyalty Awards, held by the Australian Loyalty Association (ALA), have announced its finalists for 2024. Finalists have been selected for their excellence in loyalty-related initiatives, demonstrating exceptional creativity, innovation, and effectiveness in engaging customers across diverse sectors. The categories encompass a wide spectrum of loyalty-focused areas, ranging from Best Overall Loyalty Program, …

Metlifecare chooses InMoment’s CX Platform to manage resident and customer feedback

Metlifecare, established in 1984 is one of New Zealand’s largest retirement village providers. They currently own and operate 37 retirement villages throughout the North Island of New Zealand. Positive experiences directly impacts the emotional and physical well-being of residents who live in Metlifecare’s villages. From seamless onboarding and responsive staff to a vibrant social calendar …

Why the experience gap is growing wider?

81% of leaders believe they excel at customer experience. Only 21% of customers, however, agree. Despite substantial investment in CX technology, processes and data the experience gap, according to research from Stellar Elements, is getting wider. The research highlights 20 connected gaps or blind spots that contribute to this perennial problem. The top 5 gaps …

Customers complaining less to brands directly as trust and loyalty drops

The volume of customers giving feedback directly to brands after a bad customer experience in Australia declined in 2023, according to new research released today by Qualtrics. A drop in feedback on bad experiences has not resulted in happier customers, however, with findings also showing consumer trust (- 4% to 71%), advocacy (-3% to 69%), …

ANZ consumers embrace AI-led customer experience, but brands lag in adoption

Consumers in Australia and New Zealand (ANZ) are global frontrunners in their preference for AI-driven customer experiences (CX), however ANZ brands are trailing the world in harnessing the latest AI innovations, a new report shows.  According to Adobe’s State of Digital Customer Experience report, around 4 in 10 ANZ consumers (39%) would choose an AI-enabled …