Rod Lester stories
Rod Lester is a prolific author who focuses on the dynamic world of customer experience (CX) and contact centres. His writings delve into the revolutionary impacts of digital tools and artificial intelligence on the customer service industry. Lester provides expert advice on how businesses can enhance their digital customer strategies by integrating journey mapping, emotional intelligence, and AI to create seamless and efficient user interactions.
Additionally, Lester explores the pressing need for organisations to adopt a digital-first approach in the rapidly evolving business landscape, especially post-pandemic. His insights highlight the significance of channel selection, leveraging AI-driven analytics, and the implementation of digital self-service technologies to meet growing consumer demands. Through his articles, Lester not only underscores the role of AI in transforming customer engagement but also presents strategies to mitigate challenges associated with digital transformations.
How purpose-built AI transforms CX strategies
Mon, 17th Feb 2025
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Advanced AI technology is revolutionising customer experience strategies, enabling organisations to tailor services and boost efficiency in competitive markets.
NICE recognised as top employer by Great Place To Work
Tue, 18th Jun 2024
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NICE has been certified by Great Place To Work for 2024, with 84% of employees praising it as a great place to work, far surpassing Australia's 56% average.
Taking the next step forward in the contact centre evolution
Thu, 30th May 2024
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Artificial intelligence is revolutionising Australian contact centres, enabling unparalleled personalisation and efficiency.
Embracing new tools in CX to revolutionise the digital customer journey
Tue, 6th Feb 2024
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Businesses are advised to combine journey mapping, EQ and AI to enhance their digital customer experience strategies.
Channel selection: Essential for a successful customer experience strategy
Tue, 29th Aug 2023
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Today's contact centres are evolving rapidly to meet customer demand for diverse, seamless engagement channels. Here's how.
Key factors to look for in a Customer Experience Software
Wed, 26th Jul 2023
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Organisations need to continue investing in customer experience (CX) solutions that empower them to deliver frictionless experiences.
Demystifying GPT solutions: to ChatGPT or not to ChatGPT?
Sun, 16th Jul 2023
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Ultimately, the future of contact centres will likely hinge on the successful integration of AI technologies like GPT.
Prioritising a digital-first customer experience strategy
Wed, 1st Mar 2023
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The impacts of a digital-first society on contact centres are significant and require a digital-first customer experience strategy.
Why artificial intelligence is the invisible engine driving contact centre success
Tue, 11th Oct 2022
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data analytics
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martech
AI emerges as a powerful engine for contact centres, streamlining processes, supporting agents, and delivering better customer experiences.
How to overcome the digital experience dilemma - NICE
Fri, 8th Jul 2022
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data analytics
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martech
The global self-service technologies market is rapidly growing as consumer demand intensifies, creating a digital dilemma for businesses.
Leveraging technology in contact centres to reduce attrition rates
Fri, 27th May 2022
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Many organisations worldwide have accelerated DX to better respond to changing market drivers and business environments after the disruption of the pandemic.
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NICE appoints Russell Jones as Head of Channel for ANZ
Tue, 26th Apr 2022
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Nice has expanded its ANZ channel team with the appointment of Ben Eldridge and the promotion of Russell Jones.
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NICE appoints Ben Eldridge & Russell Jones as Head of Channel
Tue, 26th Apr 2022
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Nice expands ANZ channel team, appoints Ben Eldridge to enhance support for partners; Russell Jones to be Head of Channel for ANZ.
How leveraging AI-driven analytics can increase customer satisfaction in the contact centre
Wed, 9th Mar 2022
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data analytics
Leveraging AI-driven solutions can help contact centres improve customer satisfaction through sentiment analysis and identifying key behaviours.
How artificial intelligence impacts business transformation
Tue, 26th Oct 2021
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data analytics
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digital transformation
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.
Transforming contact centres with a digital-first customer experience strategy
Fri, 24th Sep 2021
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Taking a genuinely digital-first approach to CX means organisations must understand how customers access services and how they are supported.
Best practices for implementing a chatbot or virtual agent
Tue, 6th Jul 2021
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data analytics
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.