Stories by Rod Lester

Combining human empathy with AI’s smart automation transforms contact centres, boosting efficiency and delivering personalised customer experiences.

AI-driven sentiment analysis reveals customer feelings in real time, enabling contact centres to improve service quality and agent coaching effectively.

Advanced AI technology is revolutionising customer experience strategies, enabling organisations to tailor services and boost efficiency in competitive markets.

Artificial intelligence is revolutionising Australian contact centres, enabling unparalleled personalisation and efficiency.

Today's contact centres are evolving rapidly to meet customer demand for diverse, seamless engagement channels. Here's how.

Organisations need to continue investing in customer experience (CX) solutions that empower them to deliver frictionless experiences.

Ultimately, the future of contact centres will likely hinge on the successful integration of AI technologies like GPT.

The impacts of a digital-first society on contact centres are significant and require a digital-first customer experience strategy.

AI emerges as a powerful engine for contact centres, streamlining processes, supporting agents, and delivering better customer experiences.

The global self-service technologies market is rapidly growing as consumer demand intensifies, creating a digital dilemma for businesses.

Many organisations worldwide have accelerated DX to better respond to changing market drivers and business environments after the disruption of the pandemic.

Leveraging AI-driven solutions can help contact centres improve customer satisfaction through sentiment analysis and identifying key behaviours.

AI can be a useful tool for improving CX — in terms of how human agents interact with customers, and how customers engage with contact centres.

Taking a genuinely digital-first approach to CX means organisations must understand how customers access services and how they are supported.

Rushing to implement solutions can lead to poor CX and have significant negative impacts on the bottom line, writes NICE managing director for ANZ Rod Lester.