For years, Australia has had with a well-established culture of customer experience. In general, companies seem to connect with customers better and offer more personalized solutions than they do in other parts of the world, including the U.S. However, many Australians have hit experience roadblocks with big companies lately, especially when it comes to the contact center. Having trouble waiting on hold or not being able to talk to a human isn’t new, but it can have a serious impact on the overall experience.
Even though artificial intelligence has been around for 60 years, it is only now that we can use AI to create personalized customer experiences, better self-service and key customer insights. For decades we’ve provided customers with experiences that were very non-human. All too often we don’t know who our customers are, what’s going on in their lives or what they need. Across the board, customer experiences are still made for the masses and not the individual. However, advances in AI have made it possible for brands to treat customers less like machines and more like people.