by Rosalyn Page | Jul 30, 2020 | crm, customer engagement, customer experience management, customer technologies, marketing technology
“It’s incredible valuable because there’s nothing that falls through the cracks.”
by Rosalyn Page | Jul 21, 2020 | consumer trend, coronavirus, COVID-19, customer engagement, customer experience management, Forrester Research, market research
Five trends will permanently change business and tech as a result of the coronavirus pandemic, according to a new report from Forrester. The New, Unstable Normal describes how, despite healthcare and management procedures, COVID-19 will profoundly impact the next...
by Nadia Cameron | Jul 16, 2020 | AWS Connect, chatbots, customer experience management, customer service, David Jones, digital assistance, Salesforce.com
Managing stakeholder expectations around the artificial intelligence (AI) journey, embracing an iterative approach and building internal capability are key lessons David Jones has learnt after transforming its customer service approach.
by Nadia Cameron | Jul 16, 2020 | brand strategy, chief customer officer, COVID-19, customer engagement, customer experience management, customer insights, marketing leadership, omnichannel retailing, retailing, Salesforce.com
A physical mascot for customers in meetings, ruthless prioritisation, cross-functional teamwork and employee camaraderie are just a few ways Australian retail group, Super Retail Group, has ridden through the COVID-19 crisis.
by Rosalyn Page | Jun 26, 2020 | artificial intelligence, chatbot, chatbots, conversational AI, customer engagement, customer experience management
Chatbots are increasingly deployed by brands as another important channel of customer contact. BT’s Autonomous Customer 2020 research found chatbots are one of the new tech tools, along with phone and email, plus real human agents, that customers want when contacting...
by Nadia Cameron | Jun 24, 2020 | chief customer officer, COVID-19, customer engagement, customer experience management, flybuys, leadership, marketing leadership
A customer segmentation program gleaning the underlying motivations of flybuys members has not only been a strong tool during the crisis, it provides the key to responding in the new normal, says the group’s customer chief.
