Richard Lundgren stories
Richard Lundgren explores the evolving landscape of customer service through the lens of artificial intelligence's integration in contact centres across Australia and New Zealand. His recent work delves into how widespread AI adoption is reshaping customer experience strategies and operational models in this region.
By engaging with his stories, readers can gain insight into the balance between technological innovation and the enduring importance of human skills and trust within customer service. His analyses help illuminate the complex dynamics at play as industries navigate digital transformation.
From metrics to meaning: Rethinking KPIs in contact centres
Wed, 17th Dec 2025
Australian contact centres risk drowning in metrics; experts urge a sharper focus on a few vital KPIs to lift service, loyalty and morale.
Beyond the spreadsheet: Why AI forecasting is a must-have, not a nice-to-have
Tue, 4th Nov 2025
AI forecasting revolutionises contact centres by replacing outdated spreadsheets, boosting staffing accuracy and customer satisfaction amid volatile market demands.
Behind the bots: Rebuilding agent trust in the age of AI
Tue, 23rd Sep 2025
Contact centres in Australia and New Zealand embrace AI for efficiency but face challenges in rebuilding trust and support for human agents amid rising job anxieties.
Blending efficiency with empathy - how to strategise for AI success
Tue, 26th Aug 2025
Almost all contact centres now use AI, but success hinges on blending technology with human skills to tackle complex, emotional customer needs effectively.
The AI tipping point: How contact centres in ANZ are reinventing CX
Tue, 27th May 2025
AI is transforming contact centres in Australia and New Zealand, with 98% adopting it, but human skills and trust remain crucial for success.