Written by Sam Deckert, Founder and Principal Consultant of Peak Insight
“Measure your progress by displacement, not by speed. If you’re running around in circles, you’re not getting anywhere.”
— Vinod Muthukrishnan, VP and COO of Webex Customer Experience, co-founder of Cloudcherry (acquired by Cisco).
This insightful quote perfectly captures the challenges and opportunities in today’s customer experience (CX) landscape. True progress in CX isn’t about rapid activity but about making meaningful advancements that deliver tangible outcomes for both businesses and their customers.
Representing Peak Insight and Peak Amplify
In late 2024, I had the privilege of representing Peak Insight and Peak Amplify at the Cisco APJC Partner Advisory Council for Webex Customer Experience in Singapore. This was more than an event – it was a platform to advocate for the needs of Australian businesses, ensuring their unique challenges shape the evolution of Webex CX solutions.
Key Takeaways from the Advisory Council
1️⃣ Influencing the Webex CX Roadmap:
We directly contributed to the Webex Customer Experience roadmap, advocating for the needs of Australian businesses. This ensures that the platform continues to evolve to address real-world demands and opportunities.
2️⃣ Insights from Cisco Leadership:
Engaging with Cisco’s global leadership provided valuable insights into upcoming innovations and enhancements. This direct feedback loop positions us to deliver transformative solutions for our customers.
3️⃣ Sharing Regional Expertise:
The council brought together Webex CX partners from across the APJC region, including India, China, Singapore, Thailand, Korea, and Japan. These discussions highlighted diverse strategies for delivering exceptional customer experiences.
The State of CX in Australia: Challenges and Opportunities
Consumer Expectations Are Rising
Australian consumers now have heightened expectations of service quality. They value knowledgeable human interaction over automated responses, with over 70% of consumers reporting no significant improvements in service in recent years. (CPM Australia :The State of Customer Experience in Australia in 2024).
The Cost of Poor Experiences
The impact of poor CX is staggering. A recent study found that 37% of Australian consumers ceased purchases from companies after a bad experience. In total, Australian firms risk losing $71 billion annually due to poor customer service. (CFOtech).
Declining Industry Standards
According to Forrester’s 2024 Australia Customer Experience Index (CX Index™)
- Banking: Recorded its lowest average CX score since 2020.
- Government: CX scores fell by 3.5 points, with all ten evaluated agencies ranking as either ‘poor’ or ‘very poor.’
Despite these challenges, we’re encouraged by an emerging trend in Australia and among our customers: more organisations are recognising that prioritising customer needs is not just a business advantage but a critical driver of business growth.
AI-Powered Innovation: A Path to Transformation
The rapid integration of AI into Webex CX solutions presents a transformative opportunity for businesses. By leveraging AI, organisations can:
- Deepen Customer Understanding: AI-powered insights allow businesses to anticipate and address customer needs.
- Deliver Personalised Experiences at Scale: Tailored interactions foster trust and loyalty.
- Enhance the Human Connection: Technology supports, rather than replaces, empathy in customer service.
These advancements address a critical gap in CX: the need for businesses to deliver not just efficient service but meaningful, human-centred experiences.
Moving Forward, Together
At Peak Insight, we are committed to empowering Australian businesses with the tools and insights needed to thrive in an increasingly competitive landscape. Whether it’s modernising contact centres, enhancing collaboration, or integrating AI capabilities, we aim to drive not just movement but meaningful progress toward achieving your CX goals.
If you’re ready to explore how these innovations can transform your organisation, let’s start the conversation. Contact Us. Together, we can create more thoughtful, personalised, and human customer experiences that set you apart in today’s market.