Author: Ivana Sekanic
Ivana Sekanic
Head of CX Solution & Strategy at Qualtrics. Through her career Ivana has a proven track record in helping organisations design and implement large-scale CX programs that improve decision making, prioritise resources and drive superior customer outcomes. She has held a broad range of business transformation roles across the Australian Energy and Financial Services sectors.
It sounds counterintuitive, but in today’s always-on world consumers are placing a premium on human connection. Among headlines about households spending more online than ever before, traditional bricks and mortar institutions moving to online- and digital-only models, and the general buzz for AI, two-thirds of Australian consumers still prefer to engage with brands via human channels (64%) instead of digital (36%). On top of this, two of consumers’ biggest concerns using AI-powered services are a lack of human connection and the possibility people will lose their job. None of this is to say shifting to digital or using AI in…