Brands are fighting back. As AI makes it easier to fabricate convincing digital and physical replicas, technologies that enable independent verification are becoming more important. Luxury brands were early adopters, …
The next competitive advantage: Amazon changed the way we shop. AI is changing the way we make decisions.
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 …
AI ‘Plan and Buy’ Customer Journey: Checkout Lands in Chat
Customers will shift from searching for products to describing their needs AI shopping is still very early, patchy and far from seamless. But the direction of the future customer experience …
Why Customer Journey Mapping Fails Without Rigour
The Problem Most organisations approach customer journey mapping from the inside out. The exercise is typically led by internal stakeholders: marketing, operations or service delivery, who describe what they believe …
Evidence Before Action: Why ‘As-Is’ Customer Journey Mapping is Critical
There’s an emerging narrative in customer experience that journey management gets easier when you “map less.” The idea is seductive, especially when a CX solution involves fewer journey steps, fewer …
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 Retention Strategy – Metrics First
In developing a customer retention strategy leading companies use a combination of metrics to measure customer retention – metrics first then the retention strategy. Customer retention is a critical metric …
Discover Why Customer Experience is Important for Business Growth
Here are 10 reasons why customer experience excellence is important for business growth and positive outcomes such as higher customer loyalty, repeat business and customer growth. Business Growth and Revenue …
Customer Experience News 240: Holiday Reading: Books That Inspire, Better CX Governance and US President’s CX Agenda
Books That Inspire Me: Holiday Reading (2min) There are 4 books in particular that helped Alex shape the narrative and inspired her thinking for her latest book, Customer Empathy: A …