Author: Mark Atterby

The recent acquisition of InMoment by Press Ganey Forsta marks a significant shake-up in the Voice of the Customer (VoC) marketplace. This merger brings together two prominent players, creating a formidable force aiming to challenge Qualtrics and Medallia. This increased competition is likely to drive further innovation and potentially benefit customers with more comprehensive and advanced solutions. David Blakers, comments, “This acquisition allows us to significantly scale up across the globe. The combined entity, particularly with the strength of the Press Ganey Forsta group, will enable substantial platform investment. We’re at the cusp of the next major industry evolution, transitioning…

In the fiercely competitive quick-service restaurant industry, customer experience (CX) and employee experience (EX) are no longer distinct – they’re two sides of the same coin. For a global giant like KFC, with over 20,000 restaurants spanning diverse markets, the challenge of truly understanding and responding to the voices of both customers and team members is monumental. KFC pioneered a global listening program, called ‘KFC Listens’, that places experience management (XM) at the heart of every business decision. During her recent visit to Australia, Abby Czito, Global Lead, XM Insights and Analytics at KFC, spoke at the Qualtrics X4 event…

Qualtrics aims to transform how organisations understand and act on customer and employee feedback with its launch of “Experience Agents.” Unveiled at Qualtrics X4 in Sydney, this innovation uses agentic AI to automate understanding at scale, moving beyond surveys to deliver proactive, personalised experiences. Agentic AI is poised to revolutionise Voice of Customer (VoC) in profound ways, transforming it from a reactive data collection and analysis function into a proactive, autonomous, and deeply integrated system. Over the years, VoC has evolved from simple tools for collecting feedback surveys to sophisticated, comprehensive systems that drive deep insights into both customer and…

For years, organisations have actively sought customer opinions through surveys and feedback forms, directly asking for their thoughts and experiences. While this direct approach still holds value, a silent revolution is underway in how consumers and even employees are voicing their perspectives. The spotlight is shifting towards indirect feedback – the wealth of information shared organically through social media, online reviews, and even customer service interactions. This burgeoning pool of unsolicited opinions is rapidly becoming a new goldmine for businesses savvy enough to tap into it. Ashley Taylor, Global Voice of the Customer Specialist at Flight Centre, comments, “To…

At Zendesk Relate 25, Mark Atterby, CXFocus editor, interviewed Tom Powers VP of Operations at Catapult Sports. Powers explains the evolution of Catapult and its commitment to delivering world-class service to its clientele, who leverage Catapult’s integrated data and video analytics to gain crucial insights for athlete performance and development. Mark Atterby (MA): Can you please provide a background to your career and an explanation of your role at Catapult? Tom Powers (TM): In my role as VP of Operations, I’m responsible for ensuring our global operations and product support teams deliver world-class service. Having been with the company for…

The shift to digital workplaces promised enhanced connectivity and flexibility, but a darker side is emerging that many organisations are failing to confront – digital bullying. As teams increasingly rely on online collaboration tools like Slack, Microsoft Teams, and internal chat forums, these platforms can inadvertently become breeding grounds for harmful behaviours that erode trust, damage morale, and ultimately destroy the employee experience. Nicole Mathers, Australia’s leading workplace culture and emotionally intelligent leadership expert and co-founder of Uncapped Potential, has been sounding the alarm on this growing threat. “We’ve moved the watercooler online, but without establishing clear boundaries, these digital…

In a crowded landscape of customer experience (CX) solutions, Local Measure carved a unique path, one that began not in the traditional contact centre but on the bustling front lines of the hospitality industry. Unlike many CX startups born from within BPOs or the structured environments of large banks, Local Measure’s origins lie in empowering those directly interacting with customers – the hotel concierge, the restaurant server, the frontline staff. For roughly six years, Local Measure initially operated as a B2B application tailored for the hospitality sector. Their early clients were familiar names: major hotel chains like Merivale and Accor,…

Artificial intelligence is no longer a futuristic fantasy, it’s an increasingly pervasive reality shaping how businesses interact with their customers. However, the integration of AI into service delivery isn’t a one-size-fits-all solution. Generational differences in perception, expectation, and comfort levels with AI necessitate a nuanced approach to ensure effective and satisfying customer experiences. Generational perceptions of artificial intelligence are multifaceted, influenced by a lifetime of technological evolution and societal discourse. Anthony Brown, director of solution consulting, NICE CXone Mpower, comments, “Older generations, such as the Baby Boomers, tend to approach AI with caution, perceiving it as a potential threat to…

Australia’s leadership capabilities are facing a critical challenge, struggling to keep pace with evolving best practices and the demands of a future-ready workforce. This lag, according to Nicole Mathers, a leading workplace culture and emotionally intelligent leadership expert and co-founder of Uncapped Potential, is having significant negative consequences for customer and employee experiences, and ultimately, the success of businesses nationwide. Mathers warns that Australian organisations are at risk of falling behind global benchmarks for leadership effectiveness due to a number of factors: “There are managers and then there are leaders, and there is a difference,” Mathers explains. “Leaders have the…

In a world increasingly driven by efficiency and quantifiable outcomes, the subtle art of building meaningful connections often takes a backseat to transactional interactions. Yet, the human desire for genuine connection remains a fundamental aspect of both personal and professional fulfillment. The limitations of solely transactional relationships are stark: they prioritise immediate gain over long-term value, fostering a sense of detachment and ultimately hindering deeper trust and collaboration. When individuals and organisations operate solely on a transactional basis, they miss out on the rich tapestry of benefits that come from cultivating meaningful relationships. These benefits include heightened loyalty, robust trust,…