CX Spotlight by Fifth Quadrant

Promapp Checks In At Credit Union South

Auckland, 28 June 2017 – Promapp, a leading provider of cloud-based business process management software, has won a contract to support digital process innovation at Credit Union South, one of New Zealand’s oldest and most established credit unions.   Promapp will enable the organisation to boost customer experience resulting from streamlined processes at a time when the credit union is undergoing major digital business transformation.

Topics: Customer experience press release

Avaya Advances the Digital Transformation Imperative with New Customer Engagement Cloud Solutions

Company sees growing global adoption of Avaya Oceana as enterprise customers seek to manage and deliver exceptional personalised customer experiences

Call Center Week, Las Vegas – June 27, 2017 - Avaya today unveiled Avaya Customer Engagement Cloud solutions, a comprehensive set of advanced capabilities and services to help businesses keep customers engaged, happy and coming back. Comprised of Avaya Oceana for omni-channel customer engagement and built on Avaya Breeze, Customer Engagement Cloud solutions provide the flexibility required for adopting and integrating new digital technologies through a portfolio of hybrid, public and private cloud offers and developer tools.

Topics: press release cloud customer engagement

Village Roadshow Limited Deploys MuleSoft to Enhance Entertainment Experiences

MuleSoft’s Anypoint Platform Enables Village Roadshow Limited to Provide Personalised Entertainment While Ensuring Greater Security and Reliability 

MELBOURNE, 27 June 2017 - MuleSoft (NYSE: MULE), the leading platform for building application networks, today announced that Village Roadshow Limited (“Village Roadshow”) (ASX: VRL), a leading entertainment company will deploy MuleSoft’s Anypoint Platform™ to personalise entertainment experiences for customers across digital channels.

Topics: press release

A mile in your customer's shoes

Escaping brand vilification in an engaged and outraged world

Australians are known for their adoration of beer, so you would think that local beer brands would be able to do no wrong. 

But in early March of this year, South Australian brewery Coopers, the largest Australian-owned brewer in the nation, found itself facing immense public backlash. 

Topics: CX Articles & Insights

Growing Apple device usage poses challenges for IT managers

As organisations increasingly allow employees to choose their own mobile devices for use in the workplace, effective management is becoming an issue.

Bring Your Own Device (BYOD) and Choose Your Own Device (CYOD) programs are creating challenges for IT teams as they struggle to maintain security of systems and data. Rather than managing a standard fleet, they have to deal with a range of different operating systems and configurations.

Topics: IT CX Articles & Insights cyber security

8 Rules for Data Driven Marketing

  1. Start with the Basics:  It’s very easy to become obsessed with pinpointing the ultimate ROI-based marketing metrics, but rather than hunt for ‘the killer’ indicators, it’s best to identify a few easy-to-implement, basic metrics that can provide a sound assessment of both performance and ROI.  These can include number of leads, number of Marketing Qualified Leads (MQLs), number of MQLs pending sales review, and the number of MQLs recycled/accepted. All of these will give you an idea of how to ensure leads have the proper number of touch points to be qualified and get to the right sales person for conversion.
Topics: CX Articles & Insights

Ads that won't die: Solving the problem of retargeting gone wild

We've all experienced it. You research a product online and for the next few weeks, you are stalked mercilessly by ads. It's a kind of personalised advertising known as "retargeting" and it can result in ads that continue to follow you long after you have made your purchase.

Topics: personalisation CX Articles & Insights

Small Contact Centre Improvements Deliver BIG Business Benefits

A modern contact centre represents a significant investment for any business, and ensuring it delivers the best possible return is vital. A balance must be achieved between running costs, agent productivity and customer service levels.

For this reason, businesses are constantly on the hunt for ways to improve their contact centre's functionality. Even incremental changes can have a significant positive impact over the longer term.

Topics: contact centre CX Articles & Insights

Promapp’s New Lean Tagging Solution Conquers The War on Waste to Deliver Lean Business Improvement

Sydney, 15 June 2017 – Promapp, a leading provider of cloud-based business process management software, has extended its feature functionality with the launch of Lean Tagging ensuring that organisations can integrate lean improvement initiatives into day-to-day business operations.

Topics: press release cloud

Long-Form Video Is Now the Most Popular Content

SYDNEY, June 15, 2017 - Ooyala, a leading provider of software and services that simplify the complexity of producing, streaming and monetising video, today released its Q1 2017 Global Video Index, revealing, for the first time, long-form content represents the majority of time spent watching video on every screen. This quarter’s report also found that the Asia Pacific region had the largest growth in mobile video consumption globally jumping 15% from a year ago.

Topics: press release