Modern and disruptive technologies that are set to speed up automation and reduce headcount aren’t a new revelation. We frequently hear concerns that artificial intelligence (AI) and robotic process automations (RPA) will come at the cost of jobs, whilst leaving customers without access to real people to help solve their problems. But despite this fear, …
As companies pour resources into CX projects and initiatives they want to know the success of their efforts. The use of NPS (Net Promoter Score), CES (Customer Effort Score) and CSAT (Customer Satisfaction) to measure CX have come to dominate. Many business leaders, however, have come to question this over reliance on these metrics and …
When it comes to hiring temporary or casual customer service staff, companies often face a difficult balancing act in terms of speed of hire versus quality of hire. Unfortunately, the hiring methods that many organisations use are slow, expensive and deliver inconsistent results. Weploy, a Melbourne based startup, aims to eradicate the inefficiencies inherent in …
Port Macquarie Koala Hospital started its donation page after 350 koalas perished in the devastating bush fires in Australia. Initially, the hospital hoped to raise $25,000 to be spent on building wildlife drinking stations. Still, in less than a month, the amount has surpassed the goal by a mile, raising a staggering 2 million dollars, …
As Head of Digital at Primo Foods / JBS, Renaud Frisé fully embraces the need to accept the constantly changing nature of things. Primo Foods is the largest producer of ham, bacon and smallgoods in Australia. Primo Foods is part of the JBS Group of global companies. Renaud is responsible for all things digital at …
In 1978 Douglas Adams wrote about the ‘Babel fish’ in his comic Sci Fi novel The Hitchhiker’s Guide to The Galaxy. By placing the Babel fish in their ear, a person can translate every known language in the universe. Jeeves.Plus, an enterprising Australian start-up, is turning the fictional fish into a practical reality. Launched in …
With rising consumer expectations and expanding fulfillment options, the Australian and New Zealand retail markets are undergoing rapid change and becoming increasingly complex. As a result, retailers are finding that they quickly need to adopt new technology solutions that help meet the consumer demand for a seamless and more personalised shopping experience today and into …
Customers and employees want to engage with brands that are honest and transparent. Trust is a critical differentiator that can catapult an organisation above its competitors. Trust, unfortunately, is not prioritised by most organisations Brand trust creates loyalty and advocacy, not just between brands and customers, but also between employees and managers within an organisation. …
We live in an age where experience dictates loyalty. Whether an experience is a good one or a bad one depends on the amount of friction involved with an interaction between a customer and the brand. The greater the friction, the poorer the experience will be. Removing the friction and the seams from the customer …
The success of many customer experience projects has been limited due to a range of very complex challenges and problems. “Design thinking”, with its capacity to harness the creativity and experiences of numerous stakeholders, promises a panacea for these problems. Over the last few decades design thinking has emerged as a framework for solving complex …