Tag: CX

New generation AI-powered virtual agents can help your enterprise deliver superior service at scale.

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 […]

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 […]

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, […]

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) […]