Customer experience (CX) has become a critical differentiator in the rapidly evolving business landscapes of Australia and New Zealand. A robust CX transformation strategy is no longer a luxury as organisations race to meet ever-increasing customer expectations —it’s a necessity.
Artificial intelligence (AI) is at the forefront of this transformation, revolutionising interactions through personalisation, efficiency, and proactive service.
To harness AI’s potential, companies need a structured approach. In partnership with New Zealand Marketing Association and The Marketing Academy, we recently held a series of events across the region with marketing and sales leaders to get their perspectives on what we have identified as the three key dimensions for a successful CX transformation.
I. Build Aspiration and Purpose: AI as the Catalyst for Customer-Centric Ambition
Every transformative CX strategy starts with a bold vision—one that rallies the organisation around the customer. This isn’t about vague platitudes; it’s about embedding customer-centricity into every decision, empowering employees to act decisively, and grounding strategic goals in tangible steps.
II. Redesign Journeys: AI-Driven Innovation with an Energy Retailer
Redesigning customer journeys means transforming pain points into seamless experiences, and AI is key to this shift. A standout example is an energy retailer in Europe that uses an AI-powered conversational agent to handle customer inquiries. This agent manages 75% of calls independently, cutting costs by half and boosting satisfaction by six points. When human agents are needed, they get a full conversation summary, ensuring a smooth handoff. For industries like telecommunications and banking in Australia and New Zealand, this AI-driven approach could set a new bar for service excellence.
III. Enable the Transformation: AI’s Predictive Power with a European Telco
Enabling transformation with technology means using AI to anticipate and elevate customer needs, shifting from reactive to proactive service.
Consider a European telecommunications provider that leverages AI to predict customer needs and decide the best moment to serve versus sell. By analysing behavior and usage patterns, the AI determines when a customer might need support—like a data usage spike signaling a plan issue—or be ready for an upsell, such as frequent browsing of new services. This drives timely, personalised engagement. Plus, AI detects network issues before they hit, ensuring reliability.
For Australia and New Zealand, this blend of personalisation and proactivity could redefine customer loyalty.
“Organisations that lead in that space have basically one main characteristic: they don't want to be left behind.” - Nicolas Maechler, Senior Partner, McKinsey and Company
Embrace AI to Lead in CX
Imagine a future where your customers feel understood, valued, and delighted at every turn. AI can make that vision a reality—but it requires bold action. Are you ready to lead the charge?