Author: Chris Luxford

In recent years a number of unique CX innovations have been produced in Australia. Almost all are being developed by small companies led by passionate entrepreneurs trying to solve a customer experience problem that has frustrated them for years. Our local innovations are impressive but many lack the necessary capital and marketing clout for wide adoption. Most are all based on leveraging data and information in a way that is vastly different from today, be it from existing systems, IOT devices, external sources or other internal sources. Most of these innovations are focused on automation, analytics and improving engagement. They…

Few organisations, according to a recent report from Altimeter, have a coherent method for aligning customer experience with business strategy. This misalignment is impacting the decisions and investments business leaders are making to improve the customer experience. It also limits their understanding of how CX can contribute to tangible business goals and the overall strategy of the business. Numerous studies have shown that companies that drive genuine CX innovation as a fundamental part of their business strategy outperform in almost every major financial metric over their industry peers. Many organisations believe they have an aligned CX strategy. In fact, their strategy is frequently narrow…

We are starting to see AI (Artificial Intelligence) being deployed in ‘every day’ situations. It’s potential to reshape the way consumers interact with brands, for the benefit of both, presents a series of significant opportunities as well as challenges. The latest advances in automation, software and robotics are allowing computers to do things we never thought a computer could do.  And they are doing these things so much better, more effectively and more quickly than mere mortals could ever do. The holy grail of CX In its simplest definition, AI is about taking a range of inputs (written and spoken…