CX Spotlight by Fifth Quadrant

Voice communication on the decline in an omni-channel world

Voice is still the dominant channel for B2C communication however, based on current trends, it's likely to represent less than 50 per cent of all interactions within the next two years.

Topics: CX VoC Voice of Customer

Acquire BPO Only Australian Company On IAOP’s Best List

Melbourne, Australia, 23 February 2017 - Acquire BPO has been honored as one of the world’s best outsourcing service providers by the International Association of Outsourcing Professionals® (IAOP®). Acquire was named in the Leader Size category based on its global presence, employees and revenue. IAOP judged the industry on five critical characteristics: size and growth, customer references, awards & certifications, programs for innovation and Corporate Social Responsibility. Acquire is distinguished as the only Australian‐owned provider on the list.

Topics: press release

Creating an Outstanding Secure Customer Experience

In the age of digital disruption, the new battleground for market leadership has shifted from price and product to customer experience. To deliver the convenient, high value experiences that customers have come to expect, businesses must constantly innovate. More importantly, they need to be able to roll out new services and apps quickly.

Topics: Customer experience CX

Diabetes Victoria Boosts Contact Centre Capacity with QPC

Diabetes Victoria is a peak consumer body and leading charity representing all people affected by diabetes and those at risk of developing diabetes. The organisation helps all people affected by diabetes contribute to the search for a cure. Its work covers type 1, type 2 and gestational diabetes, as well as programs for those at risk.

Topics: press release

Oracle Cloud Platform Comes to Australia

Only Vendor in Australia to Offer Full Suite of Enterprise SaaS, PaaS and IaaS Cloud Services for Customers Digital Transformation

SYDNEY, AUSTRALIA, February 14, 2017 – Oracle today announced the expansion of its cloud coverage in Australia, bringing its most popular enterprise-class, Oracle Cloud Platform services to the Australian market. Coupled with recently announced infrastructure investments in the US and EMEA, this sees a doubling of regional presence for Oracle’s cloud platform in the last 24 months.

Topics: press release CX

Australia’s Thought Leaders Weigh In On Customer Experience - Predictions For 2017

We reached out to: Microsoft, LogMeIn, Oracle, Verint and Flamingo - Here's what the CX experts had to say.

Each year our team of customer experience (CX) experts look to the future and make their predictions on how they see CX evolving. Attempting to peer into long-term technological and economic development is often a futile exercise considering the sheer amount of disruption various industries have gone through in the last decade, so we’ve generally found looking at the next couple of years is a bit more reasonable. Surely even Nostradamus today would find the changing tech world a serious hindrance to his ability to effectively predict the future.

Topics: personalisation virtual reality augmented reality Oracle CX IoT AI VoC Chatbot LogMeIn Flamingo Microsoft Verint Artificial Intelligence BoldChat

Tips to Creating a Balanced Omni-Channel

We’ve reached a tipping point in delivering digital customer experience.

From the published results of a 2016 global research paper by Opinium for Verint on customer experience in Australia & New Zealand (ANZ), when customers were asked to, “select the preferred method you currently use to interact with your service provider,” it was found that the majority of people (24%) still prefer contacting businesses or organisations by phone. While 19% preferred to physically walk into a store to engage with a service representative, and finally only 10% preferred using email.

Topics: omni-channel CX journey map mobile Verint

The Benefits of Omni-Channel Retail

Omni-channel retail can be described as a consumer-focused approach for the marketing of multi-channel retailing. It is a powerful strategy adopted by retailers for improving customer experience, business performance, sales and loyalty.

Topics: Customer experience omni-channel CX

Cars: The Web and Dealership Experience

Building Deeper Customer Relationships in the World of Automobiles

The ultimate goal of automobile marketing and advertising agencies is to create compelling advertising and marketing messages that drives sales or at least keeps a brand front of mind during the purchase decision. Advertising and marketing strategies are tailored accordingly, to highlight the USP or Unique Selling Proposition of a car/brand for a specific target market – or group they feel would most likely buy that brand.

Topics: Customer experience CX automotive

Oracle Marketing Cloud Teams with Eyeota to Enhance Global Data Offering

Eyeota data helps Oracle Data Management Platform customers improve ROI and strengthen customer experience across global campaigns

Redwood Shores, Calif. - Jan. 19, 2017 – Oracle Marketing Cloud today announced it is teaming with Eyeota to enable marketers and advertisers to use Eyeota data in the Oracle Data Management Platform to more intelligently target and personalise non-US campaigns to Eyeota’s three billion unique profiles in Europe, APAC, and the Americas. Eyeota data will be integrated into the Oracle Data Management Platform through the Oracle Data Cloud, and Oracle Data Management Platform users can build audiences directly from Eyeota data or by seamlessly combining it with additional data segments from Oracle’s BlueKai Marketplace.

Topics: press release CX