Author: Andrew Carlton

Practice Director, Customer Science Group.

Human-centred design – Preventing an automation-driven CX crisis

By

Is incorporating AI-powered automation into your operations on the agenda for your business this year? If you answered in the affirmative, you’re in good company. Forgetting about your customers while you focus on process driven efficiency is a mistake that can cost Australian businesses dear. Four in 10 small and medium sized enterprises were adopting AI in Q1, 2025, according to the National AI Centre, which is monitoring how SMEs use and view this game changing technology. That figure represented a five per cent increase on the previous quarter. The percentage of SMEs not intending to implement AI in the…

Read More