Convenience: a CX non-negotiable

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.

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.”