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Articles and insights on customer experience, product strategy, and the work behind meaningful change.
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The impact of EX and CX with the introduction of AI
It is a double edged sword: On the one hand, Artificial Intelligence (AI) could exponentially help employees deliver an even better customer experience, with knowledge at their fingertip and their ability to exercise greater discretion without having to engage their managers. However, tip the balance, and AI could be doing too much that it takes away jobs, employees that were spared redundancies experiencing survivor guilt, and ultimately impacting the customers experience. We’ll explore that balance and what it means for customer experience overall.
Customer Experience can unify your AI strategy and unlock its true value
Here's an uncomfortable truth: most organisations aren't ready for autonomous AI agents. That's okay because readiness was never the point. The challenge isn't whether you use AI; it's whether you're extracting full value from the maturity level you're at today. Because we live and breathe Customer Experience, we'll demonstrate this through the lens that matters most: the customer. Using our AI Value Ladder, we'll walk a standard customer journey and show how each level of AI maturity changes what the customer actually experiences and what value becomes possible at every stage.
How CX teams can supercharge your product roadmap
Are your excellent customer experience insights gathering dust? Those NPS results not getting actioned? It is a major issue with the CX function: it may have owned capturing customer sentiment, but none of the delivery accountability to make insights into reality. This guide reveals practical, actionable ways proactive CX teams can move beyond just "support" to become indispensable partners in Product Management. Learn how to transition from reactive problem-solvers to strategic asset owners for measurable user success. It is not just representing the customer at the start, but all the way through the product development process.
Donor Journey 2025: Why donor experience is more important than ever
A refreshed map of how Australians discover, research, give to, and stay with charities, and what's changed since our 2015 version. The headline: giving is flat, so donor experience and retention are now the real levers for growth.
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