For an organisation that connects millions of Australians every day, the shift toward artificial intelligence is about amplifying the human element. At the centre of this transformation is Michelle Francis, General Manager of Customer Success at Australia Post. Managing an ecosystem that serves millions of senders and receivers, Michelle’s mission is clear – modernise the …
Last week, the vineyards of the Hunter Valley served as the backdrop for the 13th annual Customer 360 Symposium. Bringing together over 150 of the region’s most influential CX and customer insights leaders. If you missed the morning mists and the deep-dive sessions, here is the essential roundup of what shaped the conversations this year. …
The digital customer journey, traditionally viewed as a linear progression from awareness to purchase, has evolved into a dynamic, ‘always-on’ ecosystem. Every digital touchpoint—from a social media scroll to a voice-activated search—serves as a data signal that informs a brand’s understanding of a consumer. On their journey, customers often jump between discovery and deep research …
It’s a tough time to be in business. Geo-political tensions continue to disrupt supply chains, damage business confidence and throw forecasts and forward plans into abject disarray. Customers, meanwhile, have never been more demanding – or disgruntled. Almost two-thirds of Australians have a moderate to high sense of grievance and believe governments and private enterprise …
In the traditional world of Business Process Outsourcing (BPO), the industry was long defined by ‘bums on seats’ and labour arbitrage. Success was measured by how many calls you could churn through and how cheaply you could do it. But for CDM Direct, a specialist operating in high-stakes sectors like automotive, Aged Care, and the …
In an industry traditionally seen as a laggard in digital adoption, Kennards Hire is proving that a ‘bricks-and-mortar’ foundation is no barrier to cutting-edge customer experience. Leading this charge is Nathan Borg, Head of Digital and Customer Experience. With a career spanning 15 years within the business, Nathan brings a unique perspective on how to …
Today, a single bad experience can undo a hard-won customer relationship. Customers move quickly, compare constantly, and switch brands with less hesitation than ever. Yet many customer experience strategies are still built around delayed reactions. Friction is identified only after it has already cost conversion or trust, whether through abandoned carts, negative reviews, or spikes …
Artificial intelligence hasn’t just improved the customer journey. It has compressed it, fragmented it, and partially handed control to algorithms. Yet while investment surges, results lag. MIT research found that 95% of generative AI pilots have failed to deliver measurable P&L impact. At the same time, Zendesk reports that 83% of consumers believe customer experience …
In the digital economy, customer experience has evolved from a competitive differentiator into a strategic imperative. Boardrooms no longer debate whether CX matters, but how every investment – from product design to cybersecurity – reshapes the customer journey. CX is no longer just a differentiator but the foundation of long-term success. That foundation, however, is …
In the financial services industry, customer obsession is a term often used but rarely mastered. For Annmaree Bell, Zurich’s Chief Customer Officer, it isn’t a corporate buzzword—it’s a philosophy rooted in two decades of leading transformation and a deep-seated passion for the art of storytelling. Since joining Zurich in 2010, Annmaree has championed major organisational …
