Author: Michael Gwilliam

In a recent interview with CXFocus’s Michael Gwilliam, at Ashton Media’s CX Retreat, Siân Howatson, Head of Customer Insights & Automation at Swyftx, discussed the evolving trends in CX, emphasising proactive and predictive customer experiences enabled by AI. She stressed the need for a balanced approach to AI implementation, ensuring it complements employee experience and drives meaningful business impact. Michael Gwilliam (MG): Siân, what fundamental CX trends do you anticipate will reshape the Australian and international markets over the next 12 to 20 months? Siân Howatson (SH): While there’s definitely been significant focus on AI, which is crucial to my…

AI’s true potential lies in disrupting the Australian market by enabling unique customer experiences, according to Lachlan Davidson, GM of Customer Strategy & Performance at Bupa. Davidson also emphasises that AI must be leveraged to enhance ‘signature moments’, not just basic services. Michael Gwilliam from CXFocus recently caught up with Lachlan at Ashton Media’s CX Retreat, to discuss AI and other key trends shaping customer experience in the next 12 – 18 months. Michael Gwilliam (MG): Hi Lachlan, thanks for taking the time to be interviewed today. To start with – beyond the hype of Generative AI, what do you…

Dannielle Pearson, Head of Customer Strategy & Insights at Concentrix, recently shared her perspective on the shifting landscape of customer experience (CX) and Artificial Intelligence (AI) at Ashton Media’s CX Retreat. She spoke to CXFocus’s Michael Gwillian about the enduring need for human skills like emotional intelligence and critical thinking. She also stressed that CX initiatives must be deeply rooted in strategic objectives and value propositions, cautioning against a narrow focus solely on immediate Return on Investment (ROI). Michael Gwilliam (MG): Hi Danielle, thanks for taking the time out to talk to me. I like to start by asking, beyond…