Convenience: a CX non-negotiable
This year’s Customer Service Week theme, “Mission: Possible,” encapsulates the collective commitment of Australian organisations to meet and exceed these expectations. As Chris Brown, Operations Director at Probe CX, aptly notes, “that’s exactly what we do every day. We make the impossible possible for our clients, and their customers.”
Adapting to evolving consumer behavior
As a frontline leader for five of Australia’s major enterprise brands, Chris Brown has a direct view of the shifting consumer landscape. The Australian Retail Report confirms that cost-of-living pressures have dramatically altered shopping priorities, with 65% of respondents prioritising discounts and promotions. “We’re seeing a dramatic shift in consumer behavior,” Chris observes. “They want more value for their money and retailers are responding with more and more monetary promotions and loyalty offers, which consumers expect to be able to activate instantly and conveniently.”
Staying ahead of customer experience demands is essential for our clients, and at Probe Group, continuous adaptation is at the core of what we do. As Chris explains, this means going beyond service delivery to provide the strategic insights our clients need to reach their specific business goals. “Our people are at the coalface of customer service,” he notes. “This means we gather immediate insights about customers that directly support business goals, building trusted partnerships and elevating the customer experience through insights.”
Chris Brown
Operations Director, Probe CX
The strategic role of AI and digital solutions
This heightened demand for exceptional CX isn’t confined to the retail sector. The public sector is also recalibrating its approach, as evidenced by Services Australia’s Vision 2030, which commits to making government services simple, helpful and transparent. Success is explicitly measured by improving customer experiences through intuitive, data-driven services and integrated channels.
Navigating these changing tides requires the strategic adoption of digital and AI solutions. Jacqui Smalley, Senior Manager of Digital Customer Success at Probe Group, asserts, “with digital anything is possible,” underscoring the critical role of an omnichannel approach in meeting customers where they are and successfully delivering on the convenience expectation.
Jacqui Smalley
Senior Manager of Digital Customer Success, Probe Group
The future of customer service hinges on an intuitive relationship between human and virtual agents. Jacqui explains that AI will handle routine, repetitive tasks, freeing human agents to focus on high-value interactions that require empathy and a human touch. This sentiment is echoed by Abby Quintos, Senior Operations Director at Probe CX, who champions AI not as a replacement, but as an enabler. “What I love about AI is that it is serving us and not replacing us,” she says. “It’s supercharging our team’s productivity and plugging in the skills gap, empowering us to upskill and direct our people towards more value-add tasks for our clients.”
Abby Quintos
Senior Operations Director, Probe CX
Human-centric, digitally enabled CX transformation
Delivering on the convenience expectation is a layered, multi-dimensional CX approach. “There’s not one big bucket for CX”, concluded Chris. “We need to be able to triage the right solution path for customers, at pace”. The future of customer experience lies in a cohesive model where digital solutions and AI are integrated to empower human teams. By automating routine tasks, organisations free their people to focus on empathy, problem-solving and relationship-building - the very qualities that make exceptional customer experiences ‘Mission:Possible’ with the right CX partner.
Let’s discuss your CX transformation needs. Reach out for a confidential conversation today.
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