In a consumer world where purchasing decisions are increasingly influenced by social media reviews, hash-tagged gossip and AI slop, it is becoming more difficult for businesses to acquire the trust of their customers in the swirling tide of synthetic content. Yet with ‘the brand’ playing a key value-creating and capital-anchoring role for commercial organisations, there …
When Michael Chen joined premium Australian mattress manufacturer Sealy Posturepedic nearly 7 years ago, centralising the fragmented CX function was his first priority. Laying the right foundations with the CX team, before introducing process automation tech, was most important. “People, culture, processes, come first and then and only then the technology. If you have people …
Emotional media headlines about AI replacing the jobs currently done by people may be common but they are not supported by history. Technology and labor markets have been constantly changing since the 19th Century but “we’ve never had a tech revolution where there were fewer jobs at the end of it,” according to Martha Gimbel, …