In most organisations, churn is silent. Customers rarely complain at the point of exit. Their decision to leave is typically made earlier, triggered by accumulated friction or a competitive alternative …
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 …
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 …
Launching Customer Journey Intelligence
This week marks the launch of my new consulting service: Qualitative Research-Driven Customer Journey Intelligence — supported by the rollout of my newly branded website. The consulting service helps organisations …
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 …