Why experience-led AI and not efficiency-led AI is the next competitive advantage In the nineties, Amazon played a central role in how we choose, decide and purchase. From a customer’s …
Inside Specsavers’ CX Transformation: How Empathy Outperformed AI in Australia’s Top Customer Experience Brand
Redefining CX Excellence In a year dominated by talk of AI-driven digitisation, Specsavers’ rise to the top of KPMG’s Customer Experience Excellence (CEE) rankings tells a refreshingly different story. Their …
CommBank’s AI Backflip: Lessons for Customer Experience Leaders
News in CX: CommBank’s AI Backflip In the past 24 hours, the Commonwealth Bank of Australia (CBA) has dominated national headlines. Its attempted shift to AI-driven call centres — and …
Customer Experience News 108: Empathy, CX Measurement, Customer Cause & VA’s
Empathy Inspired Decision Making (2min) Alex Allwood writes this week on empathy and how customer empathy can and should be incorporated into business decision making to benefit both customers and the bottom line. …