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Artificial Intelligence (AI) is fundamentally changing how organisations listen to, understand, and act on customer feedback. Moving beyond the limitations of traditional, structured surveys (like NPS or CSAT scores), modern AI solutions are capable of analysing vast amounts of real-time, unstructured data. To fully grasp the success of AI, organisations must be able to understand …
Recently founded research and advisory firm, Crayon IQ, has released its inaugural “APAC Contact Centre CX Platforms With AI buyer’s Guide.” This report is the first independent, regional analysis to assess and rank 17 major vendors, providing a local perspective on a market often dominated by North American research. According to Audrey William, founder of …
The Australian Customer Experience (CX) job market is currently experiencing solid growth, with strong demand in the financial services, retail, and healthcare sectors. While competition for senior roles is high, there’s a notable need for professionals who can combine strategic thinking with hands-on technical skills and data analysis. CXFocus editor, Mark Atterby talks to Fiona …
In 2025, elevating the customer experience is the top agenda item for Australian and New Zealand financial services institutions.Understandably so. The market is not just mature and crowded; it is being reshaped by an unprecedented wave of mergers in the customer-owned sector and intense pressure from the ‘Big Four’ and a new generation of digital …
Intelligent experiences, powered by AI, are no longer a theoretical concept. They’re a tangible reality that’s transforming how businesses operate and how they connect with customers and employees. I recently spoke with Fabrice Martin about the trends reshaping customer engagement through AI and how Medallia’s roadmap is evolving to meet this trend. Mark Atterby (MA): …
The shift to cloud-based Contact Centre as a Service (CCaaS) aimed to modernise operations. While this has introduced new front office capabilities, it has also resulted in a separation between the contact centre and other areas of the business. Customers now find themselves trapped in a front-end office optimised for speed of answering calls. Frustration …
Does your organisation’s contact centre provide swift, seamless service to customers whenever and however they choose to get in touch? If you’re not able to answer with a resounding ‘yes’, you’re missing a golden opportunity to build the trust and loyalty that’s become the sine qua non of every successful commercial enterprise, irrespective of the …
Research shows a clear and concerning disparity. Despite 79% of business leaders claiming to deeply understand their customers, consumer behaviour tells a different story: 58% will walk away from purchases if the experience doesn’t feel relevant. 86% of Australian businesses believe they provide good or excellent customer engagement, only 54% of consumers agree. This chasm …
One of my sons is heading toward to the end of his teen years. He’s sailing through it like an OG. Assured. Confident. Way too adult in some ways, but I’m proud of him. Unlike his old man at the same age, he’s comfortable in his skin, knows who he is. But that’s not the …