Author: Mark Atterby

For most organisations, managing credit and debt collections can be a time consuming, costly and complex process.It’s viewed as a necessary but negative and thankless task. An experience that everyone would like to avoid. Yet it’s a key moment in the life cycle of a customer and how it’s handled can have a tremendous impact on your brand. Not all delinquent customers are bad customers. A large proportion have simply fallen on difficult financial times. Some may be dragging their feet in paying, due to a service issue or unresolved complaint. Adopting a rigid, one-size-fits-all approach to all debtors, is…

Content, whether it’s written, visual, aural or interactive, underpins the customer experience. The challenges lie in the ability to deliver the right content at the right time to the right customer. Cognitive content management promises, by utilising AI and machine learning, to deliver very personalised and relevant content across all communication channels – at the right time. Organisations create and store a lot of content. This content resides on websites, intranets, folders, flash drives and a variety of other media. Accessing the right piece of content at the right time to serve it to a particular customer can be a…

2018 is seeing Augmented Reality (AR) emerge into the mainstream market. The perception that AR is an expensive novelty has shifted.  AR applications are now delivering real business value to a range of industries. CXFocus speaks to Rupert Deans, CEO and Founder of Plattar, about some real-world case studies and how AR is reshaping the customer experience. Businesses are starting to understand the potential of AR and the value it can bring to the customer experience. According to Rupert Deans, AR enables a brand to create a new narrative and engage customer customers with rich content and experiences that bring…

Verifier is an innovative new platform that aims to disrupt the lending and credit industries by offering consumers a simpler, more efficient and secure way to verify their income online. It has already been adopted by most of the major lenders in Australia and is soon to launch overseas. We talk to Verifier’s founder, Lisa Schutz about her vision for Verifier and the importance of protecting consumer data. Lisa has an extensive background in turning data into strategic insights for organisations and is an evangelist for the protection of consumer data. In 2014 she realised there was a better way…

In terms of managing, sharing and accessing information and data via the Internet, blockchain delivers trust, transparency, as well as greater speed and efficiency. Famous for the rise of cryptocurrencies such as Bitcoing and Ripple, many predict that blockchain will have a more dramatic impact on the customer experience and revolutionise the way business is done in the future. In the near future, blockchain is expected to be a major disruptive technology impacting a wide range of industries. According to Jason Lopatecki, Senior Director of Innovation, Adobe Advertising Cloud: “Blockchain has the potential to be one of the more revolutionary…

The leadership of most Australian business and government organisations lack the competencies to lead their organisations through digital transformation, according to Mark Toomey Executive Chair at Australia’s Digital Leadership Institute. This lack of skills may greatly affect the future competitiveness of the Australian economy. Digital transformation is touted as one of the most important issues that businesses need to factor into their strategy. Yet few senior roles are tasked with making it happen. Toomey comments, “The first barrier in transforming a large established organisation such as a bank or insurance company is the high end managers and executives of the organisation. Their KPIs,…

Technological innovation and digital disruption are dramatically reshaping the way brands are interacting with customers. Terms such as AI, chatbots, machine learning, AR, VR and a host of others have emerged to refer to the different technologies organisations are using to improve the customer experience. We take a look at some of the key technology trends for 2018 and their impact. There’s a plethora of innovative CX technology out there being developed and deployed within organisations. Chris Luxford, from Experience Innovators, highlights how this new technology is focused on automation, analytics and improving engagement to deliver the following benefits: Better…

The term ‘customer experience’ is now ubiquitous and used in so many different contexts that it means everything yet nothing at the same time. The term has become useless in describing a particular thing, action, strategy, or whatever. Can this term that is being touted across every boardroom in Australia, be rescued from sinking into a cesspit of meaninglessness confusion? When talking about ‘customer experience’ we’re referring to an ever changing multi-verse of concepts, strategies, terms and ideas. When you feel you have it pegged and understand what is actually going on, the sand starts shifting beneath your feet and…

The emergence of AR (Augmented reality) promises to revolutionise the customer experience by offering immersive experiences for both consumers and employees. Many do question, however, what is the actual potential of this technology? And how can organisations implement it into their operations and for what purposes? Juniper Research predicts Augmented Reality (AR) will grow tenfold by 2019 to $US 2.4 billion in revenue. AR technology is currently being used in a number of industries including healthcare, public safety, gas and oil, tourism and marketing. In terms of consumers and the customer experience, AR is still viewed largely as a novelty.…

Almost all organisations say that their customers come first. In reality, most business processes and organisational structures are built around the management and operational needs of the organisation. Building a “customer first” culture is one of the top CX challenges facing organisations today. Yet many flounder when trying to make the necessary changes. When it comes to CX innovation and transformation there is a tendency to place a greater emphasis on technology while neglecting the people side of the equation. Cultural change is fundamentally more important than the technology. According to Craig Borowski from Software Advice, “If everyone within the…