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 …
AI-Powered CX Insights: For Leaders the Message is Proceed with Caution and Care.
AI-powered CX insights promise speed, scale and innovation. Yet when we tested these claims in practice, the reality contradicted the hype: fast outputs, yes — but with major risks to …
Customer Experience News 202: Innovation: What Next in CX?, Customer Experience: What’s Normal Anymore? and Technology: Human vs Machine
Innovation: Home Delivered Fuel – What Next? (3min) HBR asks, how often are we really innovating to solve customer problems? For example, when the ‘job to be done’ by customers is …
Customer Experience News 113: Innovation, Gartner Report & Online CX.
Who Are We Really Innovating For? (2min) Writing for Oracle’s SmarterCX, Alex Alwood argues that inward looking innovation is a thing of the past and the key to adding real and sustained …
Customer Experience Disruption: Healthcare Faces a Bitter Pill
First published in CMO magazine https://www.cmo.com.au/blog/brand-cx/2018/03/27/customer-experience-disruption-healthcare-faces-a-bitter-pill/ Over the past decade, disruptors such as Amazon, Apple and Australia’s Atlassian have delivered technology enhanced customer experiences, which for the most part, have …