Customize Consent Preferences

We use cookies to help you navigate efficiently and perform certain functions. You will find detailed information about all cookies under each consent category below.

The cookies that are categorized as "Necessary" are stored on your browser as they are essential for enabling the basic functionalities of the site. ... 

Always Active

Necessary cookies are required to enable the basic features of this site, such as providing secure log-in or adjusting your consent preferences. These cookies do not store any personally identifiable data.

No cookies to display.

Functional cookies help perform certain functionalities like sharing the content of the website on social media platforms, collecting feedback, and other third-party features.

No cookies to display.

Analytical cookies are used to understand how visitors interact with the website. These cookies help provide information on metrics such as the number of visitors, bounce rate, traffic source, etc.

No cookies to display.

Performance cookies are used to understand and analyze the key performance indexes of the website which helps in delivering a better user experience for the visitors.

No cookies to display.

Advertisement cookies are used to provide visitors with customized advertisements based on the pages you visited previously and to analyze the effectiveness of the ad campaigns.

No cookies to display.

The State of Customer Experience In Australia

Audio Player

For years, Australia has had with a well-established culture of customer experience. In general, companies seem to connect with customers better and offer more personalized solutions than they do in other parts of the world, including the U.S. However, many Australians have hit experience roadblocks with big companies lately, especially when it comes to the contact center. Having trouble waiting on hold or not being able to talk to a human isn’t new, but it can have a serious impact on the overall experience.

In the 1980s, many companies started using IVR, or interactive voice recognition systems, to corral people through their phone systems. These are the phone trees that have customers push buttons for certain types of calls, but that really just end up pushing customers’ buttons with a frustrating experience. Over the years, many companies have continued with the IVR mindset by becoming abusive to customers and mismanaging relationships. Instead of looking for innovative solutions, they hold on to decades-old technology that is frustrating and ineffective.

Many companies, in Australia and all over the world, have the idea that customers will keep coming back no matter how they are treated. That’s not the case. As more companies put humans back in customer experience, they separate themselves from the companies that cut costs and rely on impersonal technology. Research has shown that customers want more human interactions and less technology in their brand interactions. Companies that don’t offer personalized interactions with real humans are losing customers to brands that offer quality service and connections.

Customer experience in Australia will continue to evolve in coming years. As companies turn back to humans in our data-centered world, there will be a greater focus on personalized experiences and real relationships. Data and customization will help brands create one-to-one experiences instead of interactions that appeal to the masses. More companies will also turn to self-service tools to give customers power to solve their own problems and answer their own questions without contacting a bot or contact center.

Although customer experience in Australia may have hit some bumps, many companies still focus on what matters most: customers. By turning back to humans and offering convenient and personal interactions, those companies will build great experiences and lead the way to the future.

Blake Morgan is a customer experience futurist, keynote speaker and the author of two books including The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business.  Sign up for her weekly customer experience newsletter here.

Share this post