Ben Motteram, industry veteran and founder of CX consultancy CXpert, extolls the importance of creating positive employee experiences in building successful customer experiences. In this interview with CXFocus Editor, Mark Atterby, he shares his thoughts about CX and the trends shaping the future. Mark Atterby (MA): Please provide a background to your career and your …
Generative AI in the form of ChatGPT has undoubtedly captured our attention, spotlighting how AI is ready at last for business prime time. In a few short months, we’ve been dazzled as it has written code, composed music, and rewritten text in the style of Shakespeare. But it isn’t ‘intelligent’—and it still has many limitations. …
Just as the modern customer expects personalised experiences tailored to their individual needs and preferences, so too do employees. All the talk around AI has mainly centred on its impact on CX. Its impact on personalising employee experience, however, is likely to be as significant. According to Nick Martin, Senior Vice President, Medallia, International, “Personalisation …
B2B e-commerce has evolved across most industries at a phenomenal pace, with 65% of B2B companies now offering e-commerce solutions. These platforms have risen to keep up with the competition and deliver slick business transactions that provide lower cost to serve buyers. For many, the temptation is to focus on how to move to these …
The cost of bad customer service in Australia is estimated to be $74 billion annually, according to a recent study by Qualtrics. This sobering figure underscores the importance of prioritising excellent customer service in today’s competitive landscape. The true cost, however, might be even higher, considering the additional strain placed on understaffed teams struggling to …
In the time it takes to read this paragraph, most Demand Side Platforms (DSPs) will have analysed billions of bid decisions, selecting the perfect ad to display to the right person at the right time and on the right device. Intriguing, isn’t it? In the early 2000s, 1:1 marketing was an exciting vision. Today, it’s …
Australia’s non-profit and charity sector is crucial to the well-being of many communities, providing vital services and support to those in need. The sector employs almost 1.5 million paid workers, with revenue expected to total $201.0 billion in 2023-24[i]. Non-profits and charities face a range of challenges amid a period of rapid technological innovation and …
Imagine catching an Uber and not only reaching your destination quickly, but also receiving insightful recommendations from your driver for your evening plans. This simple example illustrates the essence of what David Stone, VP of Growth at Concentrix, refers to as the ‘value beyond’. It’s about exceeding customer expectations by going the extra mile, understanding …
From hyper-personalised customer journeys to predictive customer service, AI is no longer a futuristic buzzword, but the engine driving a revolution in customer experience (CX) across all industries. 2024 marks the year organisations graduate from AI baby steps to a full-blown sprint, embracing its transformative power to create hyper-personalised experiences that anticipate needs and build …
From automating mundane tasks to creating hyper-personalised experiences, AI is leaving a mark on every pixel and click. But what does this mean for the future of digital marketing, and how can digital marketers, content creators and creative designers, leverage this evolving technology responsibly? The canvas of possibilities with AI is constantly expanding. Imagine waving …