Customer Smarts

Turning AI strategy into business impact is something a lot of businesses are trying to do right now. So, I wanted to create an episode focussed on how to develop an AI strategy and put it into actio…

AI is transforming how CMOs are running their marketing program. Many marketing departments would like to spend more time focussing on the innovative long term programs of work to progress the organi…

Every time a new technology is introduced it creates new ways to interact with customers. In recent times AI is flipping the world on it’s head but we’re also seeing progress with spatial computing a…

Building customer centric culture is smart, but it’s hard to do.

It’s smart because it’s more efficient for the business and better for customers. Win + Win.

The problem is, many large organisations …

Last year Australian’s were scammed out of $2.74 billion dollars, that’s an insane amount of money.

The scary thing is that scammers are innovating at a speed that’s authorities are finding impossibl…

Innovating inside corporates is harder than it should be…

New ideas often get bogged down in politics and red tape.

So, when it comes to innovating and getting new ideas to market, there is a lot cor…

Becoming customer centric is smart, but it’s hard to do…

It’s smart because it’s more efficient for the business and better for customers. Win + Win.

The problem is, it’s a massive shift for large or…

The speed at which AI is changing the customer experience space is mind blowing…

Qualtrics invited me to record an episode of the Customer Smarts Podcast at their X4 Summit in Sydney last week. Every…

Will AI make us less or more creative?

AI and automation have stolen the spotlight in the last couple of years, so I wanted to explore the impact it’s having on the creative industry and what it mean…

Many transformations have been superficial…

In the last 30 years there’s been transformation after transformation, digital, data,  customer centric and now AI.

The problem I’ve seen is that many orga…

Many of us can’t live without coffee…

There’s nothing better than sitting in your local cozy coffee shop with a perfectly made coffee from your barista who knows exactly how you like it made. It’s a …

Imagine if you knew what customers wanted next?

Marketing would be a whole lot easier right?…

Well, every time a customer interacts with you, they are telling you something. Often giving you clues ab…

Over the past 30 years driving growth has become far more complex. There is now a myriad of digital channels across a mix of paid, owned and earned media assets you can leverage to engage customers. …

Most organisations have a desire, strategy or program to become more customer centric. However, many CX leaders are still struggling to shake old product centric ways of working inside organisations …

In most companies between 10-30% of customers are at risk of leaving…That’s a lot of customer revenue on the table…

Yet, most organisations aren’t paying enough attention to this. Some companies are …

Designing your customer intelligence in a way that’s usable for the entire organisation to drive decision making but also facilitate connection between teams is one of the most crucial elements to ge…

We’ve all come up with great new customer experience ideas only to discover that the data is not available or that from a tech perspective it’s very expensive or too hard to build. These issues come …

Over the last 30 years, engaging with customers has become increasingly complex. There is a vast array of customer channels and touchpoints and many organisations are struggling to deliver a consiste…

Why are CMO’s slowly being replaced by Chief Customer Officers? I had the pleasure of interviewing Shaden Mohamed who has worked for companies like Google, held senior roles at Expedia and was most r…

There are some really valuable insights that Organisations and CX leaders can learn from professional football coaches. Especially when it comes to overcoming organisational silos and driving collabo…