Author: Mark Atterby

Due to the success of ChatGPT and the media coverage it’s received, AI is currently receiving a lot of attention. This is starting to generate a tsunami of new AI solutions and apps which are flooding the CX and digital marketplace. But how many of these solutions and applications will truly provide value versus how many are just riding the wave of hype surrounding Generative AI? According to Jay Sanderson, Global Product Marketing Manager for Progress who is based in Australia , Generative AI has the potential to be more significant than the introduction of the web browser or Graphical User…

Simply Energy is an energy retailer with over 700,000 commercial and residential customers across Australia. Allison Dorogoj is Head of Customer Experience and Sales at Simply Energy. Mark Atterby, CXFocus Editor, Interviews Allison about the difference between what people say they will do and what they actually do. Mark Atterby (MA): Allison, can you please provide a background to your career and an explanation of your role at Simply Energy? Allison Dorogoj (AD): I’m drawn to organisations where there is a clear customer-centric purpose. Prior to Simply Energy, I held a number of roles across marketing, customer experience. digital, product…

World Vision Australia is a humanitarian aid and development organisation that aims to elevate children and the communities they are part of out of poverty. People can donate to the organisation or sponsor a child. Elisa Iurato is the Chief of Community, Retail and Supporter Experience at World Vision Australia. Mark Atterby talks to Elisa about working for a brand that is committed to making a difference in the world. Mark Atterby (MA): Elisa, can you please provide a background to your career and an explanation of your role at World Vision Australia? Elisa Iurato (EL): I’ve got quite a…

Zappos.com is an American online shoe and clothing retailer owned by Amazon. Zappos employs over 1500 people and generates over $US 2 billion in revenue per annum. Alex Genov is Head of Marketing Insights and Customer Research at Zappos. In this interview with Mark Atterby, Editor of CXFocus, he explains the importance of understanding customers as individuals and as human beings. Mark Atterby (MA): Alex, can you please provide a background to your career and an explanation of your role at Zappos? Alex Genov (AG): Sure. I head up customer research and marketing insights at Zappos. Essentially, my team and…

Finding new ways to engage with customers and build long-term loyalty is central to the CX strategy of most businesses. A loyalty program that includes experiential rewards rather than a purely traditional points-based system can be an effective tool for building customer loyalty. Building and maintaining customer loyalty before covid was a challenge. That challenge became more difficult because of the changes in consumer behaviour and the rapid shift to digital channels. Since the pandemic, many businesses, according to Sarah Richardson – Chair of the Australian Loyalty Association (ALA), have developed loyalty programs. She comments, “Loyalty programs are much more…

Rania Wannous, the Chief Customer Officer at the New South Wales Telco Authority, leads the customer experience, partnerships, communications and stakeholder engagement functions at the authority. As customer advocate, Rania ensures the Telco Authority’s services meet evolving customer and citizen connectivity needs. Mark Atterby interviews Rania about the importance of being authentic and inclusive in her role. Mark Atterby (MA): Can you please provide a background to your career and your role at New South Wales Telco Authority? Rania Wannous (RW): I’m the Chief Customer Officer at NSW Telco Authority. In this role, I lead all aspects of our customer-facing…

The BPO industry emerged and grew over the 80s, 90’s and 2000s primarily as a means for organisations to reduce costs through labour arbitrage. Contact centres and customer service were seen as ideal targets to have someone else manage these functions, whether locally or overseas. Technology and the pandemic have greatly impacted the BPO industry and the value it can deliver in helping organisations manage their CX initiatives. Technology and the ability to offer solutions built around automation as well as managing a workforce more cost effectively, has become critical for most BPOs. Sharon Melamed, Managing Director and founder of…

Becoming a ‘for purpose’ or purpose-led business can elevate your brand above your competitors in the mind of the conscious consumer. But not all conscious consumers are the same. Some consumers may be totally committed activists for the cause, while others are sympathetic and would prefer to do the right thing, but their purchasing decisions are still primarily driven by other factors such as price or convenience. The Conscious Consumer Report 2021 reported that 62% of Australians surveyed say they have re-evaluated their priorities in life as a response to the pandemic. According to the report, Australian consumers want companies and…

Amidst continued economic concerns combined with some recent very high-profile privacy and data breaches, Australian consumers have grown increasingly suspicious of businesses’ and governments’ ability to remain ethical and protect consumers from technology risks. The 2022 Edelman Trust Barometer found just over half of Australians trust the government to do the right thing, down 9 points year-on-year. Trust in businesses wasn’t a lot better at 58 per cent, down 5 points, while not-for-profits declined 4 points also to 58 per cent. The biggest concerns were around media. The barometer also found that only 40% of consumers say they trust brands…

Banks and other financial institutions that focus on personalisation, innovation and trust, are more capable of meeting the ever-increasing expectations of their customers. According to recent research by FT Longitude and supported by Genesys: The Challenge of Customer-Centric Banking, banks and financial services that deliver highly personalised and quality experiences are more successful at acquiring new customers, retaining talent and achieving their financial goals. Consumer expectations from the organisations they interact with are constantly rising across all industries. 61% of banking executives say that expectations for customer experience are continuing to rise, while nearly 45% say the are struggling to…