CX Spotlight by Fifth Quadrant

ManageEngine Releases Future Readiness Survey Results

SYDNEY — August 18, 2017 — ManageEngine, the real-time IT management company and creators of ServiceDesk Plus, the IT service desk software used by more than 100,000 organisations worldwide, today announced the results of its IT Service Management Future Readiness survey.

Topics: press release AI cloud ITSM IT service management

New Zealand’s Promapp Recognised as Hot Vendor in Business Process Management

Auckland, 17 August 2017 – Promapp, a leading provider of cloud-based business process management (BPM) software, has been recognised as one of the five Hot Vendors in Business Process Management 2017, in an annual report prepared by Aragon Research who are based in Silicon Valley, US.

Topics: press release

Even Cybercriminals Know the Importance of Great CX

In roughly a decade, ransomware has become the weapon of choice for cybercriminals looking to extort money from their victims. It’s easy to think of the people behind these crimes as ruthless villains. But as one recent study shows, even ransomware groups are now becoming aware of the importance of giving people great customer experience (CX).

Topics: Customer experience CX CX Articles & Insights cyber security customer journey

Compassion Australia On Course for 2020 Vision with Promapp

Sydney, 9 August 2017 – Compassion Australia, the country’s fourth biggest fundraiser, has commenced deployment of Promapp’s cloud-based business process management software to support the realisation of its 2020 vision to release more children from poverty by developing and applying business technologies and processes that are better, smarter, faster and more efficient. 

Topics: press release digital transformation cloud

Australian Customers Prefer Digital-First Approach to Banking Services

Most-preferred method of contact with bank is online, Avaya survey shows; continued demand for traditional interactions highlights importance of omni-channel solutions 

Sydney, Australia, August 10, 2017 – Australian customers would prefer to resolve their basic banking issues without having to deal with a human being, according to a new survey by market researcher, YouGov. The Avaya-commissioned Customer Experience in Banking 2017 report indicates that Australians’ most-preferred method of contact with their bank would be via the website, while a third, 34 per cent, regularly use mobile banking apps, more than their counterparts in the UK and UAE. 

Topics: Customer experience omni-channel press release Avaya market research

5 Cloud Takeaways That Are Changing The World Of ITSM

IT Service Management (ITSM) is set for an interesting journey as it moves into the cloud and evolves to support a mobile workforce. Help desks will have to adapt as end users’ expectations of ITSM solutions start to mirror those of consumer applications. 

Topics: CX Articles & Insights cloud cyber security social media

Australia's 5G Network and its Impact on Customer Experience

"A key to understanding IoT is that it is not a technology revolution, but a customer experience revolution." - Andrew Penn, CEO of Telstra

Going for Gold

Next April, all eyes will be on Australia's Gold Coast as it hosts the 21st Commonwealth Games (GC2018).

According to the organisers, GC2018 will attract over 6,600 athletes and officials from 70 nations and territories, in an 11-day event that will garner a cumulative audience of 1.5 billion.

Topics: Customer experience mobile CX Articles & Insights 5G

MapR and Talend Collaborate to Deliver Governed GDPR Data Lake Solution

Combined offering accelerates GDPR compliance by addressing key requirements around data inventory, portability, anonymisation, and more

Sydney, 1 August 2017 — MapR Technologies, Inc., provider of the Converged Data Platform that fully integrates analytics with operational processes in real time, and Talend (NASDAQ: TLND), a global leader in cloud and big data integration solutions, has announced they are working closely on a solution to help customers address requirements for the European Union’s (EU) General Data Protection Regulation (GDPR) legislation. The combined offering from MapR and Talend enables companies to create a governed data lake capable of meeting even the most stringent data storage, inventory, protection, retention, portability, and security requirements mandated by GDPR.

Topics: press release

New Research: Ransomware Attacks Caused Collapse of 22% of Infected Australian SMEs

Ransomware Victims Find Lost Productivity a Bigger Issue Than Payment Demands

Sydney – August 1, 2017 – Malwarebytes™, the leading advanced malware prevention and remediation solution has released its “Second Annual State of Ransomware Report”.  The multi-country study surveyed 1,054 companies with no more than 1,000 employees across North America, France, U.K., Germany, Australia, and Singapore. The report, conducted by Osterman Research, explores ransomware attack frequency, impacts of attacks in SMB environments, costs of attacks, attitudes towards ransom payments, preparedness and more.

Topics: press release ransomware

Cultural Change Vital for the Success of Digital Transformation

Management attitudes just as important as new technologies

Sydney - July 26, 2017: Successful digital transformation projects require more than investments in new technologies and processes and must also include fundamental changes to organisational culture, according to business experts.

Topics: press release digital transformation