#Cx
The Future is Conversational (AI)
The progression of conversational artificial intelligence (AI) has completely transformed the way consumers engage with businesses. Recent breakthroughs have led to a new generation of Virtual Assistants (VAs) – these could be specific to your bank, telco and even your pizza ordering. As the Australian business landscape becomes increasingly more competitive – particularly as international […]
Businesses with multiple service channels are ‘scrambling’ to meet customer expectations
Leading companies across a range of sectors – including finance, utilities, government, education, automotive and telecommunications – need to lift their game when it comes to customer experience (CX), a new study reveals. CX consulting firm, Customer Service Benchmarking Australia (CSBA), studied 3000 customer interactions with 136 companies in Australia, assigning each a score out of 100 […]
CX marks the spot: Lessons for restoring trust with customers after a company data breach
Consumers have become increasingly comfortable with providing personal data to brands in order to receive a personalised experience and seamless customer journey. However, recent news that Uber concealed a data breach affecting 57 million users and drivers for a year, demonstrates the rapid mistrust a brand can generate when it doesn’t adequately protect this data, […]
Why your business needs to know about – and prioritise – ‘Operational Customer Experience’
Gartner defines customer experience (CX) as “the customer’s perceptions and related feelings, caused by the one-off and cumulative effect of interactions with a supplier’s product or service, marketing, channels, employees, and systems.” However, there is a crucial element of CX that has been overlooked within the customer engagement management landscape. It’s called Operational Customer Experience (OCX) […]