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Not your typical CX Startup: Local Measure’s frontline-first approach
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 …
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AI across generations – Insights to shape better service experiences
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 …
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Why customer focus boosts M & A and organic growth in Australian banking
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 …
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Australia’s leadership lag – a call for urgent action
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 …
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How to empower contact centre agents to drive performance
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 …
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Building meaningful connections: Moving beyond transactional relationships
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 …
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Protecting your customers: The evolution of digital fraud prevention
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 …
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AI revolutionises marketing and behavioural analytics, but education remains key
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, …
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AI powered Resolution Platform debuts at Zendesk Relate ’25
At its annual Relate conference in Las Vegas, Zendesk unveiled the Zendesk Resolution Platform, a unified solution that integrates the company’s diverse technology offerings. Building upon AI, this platform is …