Is your organisation planning a large-scale transformation exercise in the upcoming financial year? Or perhaps you’re already in the midst of one and have some key milestones looming in FY2025? While high tech modernisation has become the overarching goal for thousands of Australian and New Zealand enterprises of all stripes and sizes in recent times, …
Australian business leaders must prioritise diversity and resist the potentially damaging trend of mirroring the United States’ recent retreat from inclusivity – a move that could significantly undermine workplace innovation and progress, according to Mary-Beth Hosking, founder of Quantum Transformation. She says, “Fostering a diverse workforce is not just a social responsibility but a strategic …
The term “channel-less commerce” can mislead. How, after all, might one engage in commerce without some sort of channel to connect sellers to buyers? Channel-less commerce means quite the opposite. It’s about an ability to support any channel at all – wholesale, retail, business-to-business, business-to-consumer – via any medium, whether in-store, kiosk, vending machine, voice, …
Is keeping the customer satisfied an urgent imperative for your business this year? If it’s not, it should be, given the prevailing mood of under-pressure Australians who continue to contend with a tough set of economic conditions. Consumer stress is on the rise again, with many folk wary about what the upcoming year has in …
Third-party cookies have long been a contentious subject. Since legal requirements were introduced requiring websites that collect cookies to display pop-ups, marketers have been searching for ways to account for the shortfall in conversions and ad revenue from users opting out. With Australia’s new Privacy Reform underway, best practices for collecting, unifying, and using personal …
Visit Site Last year, Officeworks was recognised with the Best CX Initiative Award at the Ashton Media-produced CX Awards. Driven by data and a focus on customer convenience, Officeworks launched the “I’m On My Way” initiative, a project designed to enhance the Click & Collect experience. Mark Atterby interviews Alyssa Milton, Head of Insights, Data …
The fight for customer loyalty has shifted to a new arena – the realm of artificial intelligence. Customers are becoming accustomed to the speed, efficiency, and personalisation that AI-powered solutions can deliver. They expect seamless interactions, instant answers, and proactive support. Commenting on findings from Zendesk’s seventh annual CX Trends report, Kellie Hackney, Regional Vice …
Australian businesses that fail to engage with AI, according to Mary-Beth Hosking, global keynote speaker and founder of Quantum Transformation, risk becoming uncompetitive and losing customer engagement. She says, “The AI revolution is here, and businesses that are misaligned and fail to adopt AI meaningfully risk missing out on the full potential of these technologies.” …
The Australian banking sector is at a crossroads. Industry consolidation and rising competition are pushing banks to innovate, but outdated technology continues to hold them back. Banks with traditional digital banking solutions aren’t able to offer the superior experiences that customers now demand. Decades of point solutions and a patchwork of legacy technologies has made …
Hyper-personalisation, the delivery of uniquely tailored experiences that address the individual needs and preferences of each customer, is no longer a futuristic concept. It’s rapidly becoming a reality, driven by the power of artificial intelligence (AI). As organisations move beyond cautious exploration and fully embrace AI, hyper-personalisation will become a key objective. AI and hyper-personalisation …