CX Spotlight by Fifth Quadrant

Talend Boosts Business Agility Using the Cloud, Accelerating Time-to-Insight 3x

Fall ’17 Release of Talend Integration Cloud Includes Self-Service Data Preparation Application that Empowers Business Users with Insight While Centrally Controlling and Protecting Data

REDWOOD CITY, Calif.– October 18, 2017 – Talend (NASDAQ: TLND), a global leader in cloud   and big data integration solutions, today unveiled a new version of Talend Integration Cloud (TIC), the company’s highly scalable and secure integration platform-as-a-service (iPaaS) solution, which leverages the power of the cloud to enable widespread use of data for decision making. The new release includes a cloud-based version of Talend Data Preparation, which delivers data-as-a-service, 24x7, to a variety of business roles, while allowing IT to maintain control and governance over enterprise information. Available immediately for trial, Talend Data Preparation Cloud  accelerates time-to-insight by 3x so companies can more efficiently utilise data as a strategic asset to improve business performance and competitiveness.

Topics: press release

2017 Auscontact National Award Winners Announced

Australia’s Top Customer Contact Professionals Revealed in a Celebration of Individual Achievement

After months of intense deliberation and State Award ceremonies celebrated across the nation, the 2017 Auscontact State Award winners converged at the RACV City Club in Melbourne on Friday, 13th October to compete for the title of 2017 Auscontact National Award Winners – Year of the Individual

Topics: press release

Tic:Toc Selects MuleSoft to Power Instant Online Home Loan Service

Fintech Startup Leverages API-led Connectivity to Revolutionise the Customer Loan Application Process

MELBOURNE, October 10, 2017– MuleSoft (NYSE: MULE), the leading platform for building application networks, today announced that financial services startup Tic:Toc has selected MuleSoft's Anypoint Platform™ to power it’s real-time home loan approval system.

Topics: press release

After 22 Strong Quarters, Mobile Video Goes Flat, New Ooyala Q2 2017 Video Index Reveals

SANTA CLARA, Calif. -- (October 16, 2017)--Ooyala,a leading provider of software and services that simplify the complexity of producing, streaming and monetising video, has released its Q2 2017 Global Video Index, revealing video consumption on mobile devices stayed essentially flat in the second quarter of 2017. This quarter’s report also tracks global variances in video consumption including greater Q/Q growth for tablet viewing, mobile growth in global markets, as well as emerging trends in online video advertising.

Topics: press release

Promapp unveils ‘consumer-style’ star rating system to stimulate process improvement culture

Sydney, 12 October 2017– Promapp, a leading provider of cloud-based business process management (BPM) software, has unveiled a new star rating system that aims to boost collaboration and promote a healthy process culture. The new ‘consumer-style’ feature feeds off the success of tools used by firms such as TripAdvisor and Uber where users are given the opportunity to rate their experience and offer comments.

Topics: press release

AI takes customer service automation to the next level

When automation was first introduced into customer service channels, the results were often spectacularly underwhelming. Confusing phone menu systems in call centres and canned responses to emails led to frustrated customers and lower satisfaction levels.

Topics: Customer experience CX AI Chatbot Artificial Intelligence CX Articles & Insights

The iPhone X and facial recognition - implications for CX and privacy

 On Tuesday, September 12th all eyes were on the newly completed campus, "Apple Park."

Nicknamed "the spaceship", our first proper look inside the campus would have been an event in itself for any other company. But Apple isn't just any other company, and on this occasion, they were unveiling something much more important: new iPhones. Apple inspires the kind of brand loyalty and advocacy that other companies dream of and the release of new iPhones – especially whole new models rather than "S" upgrades - have become the Holy Grail of Apple fandom.

Topics: CX Articles & Insights cyber security biometrics

More Than One in Three Australian Businesses Unsure if They Need to Comply with GDPR

New survey findings shed light on worldwide confusion and unpreparedness in the face of looming GDPR compliance deadline 

Sydney – September 14, 2017WatchGuard Technologies, a leader in advanced network security solutions, today announced the results of a global survey that explores how well global as well as Australian organisations understand Europe’s General Data Protection Regulation (GDPR)  and their readiness for its fast approaching compliance deadline. The findings indicate widespread confusion about GDPR compliance criteria and an overall lack of preparation. The survey examines the views of more than 1,600 organisations across the globe and was conducted by independent market research firm, Vanson Bourne.

Topics: press release

3 Technologies Reshaping Customer Experience in Australian Banking

Australians are often credited with being early adopters of technology so it should come as no surprise that Australian banks are world leaders when it comes to embracing the move towards digital. In this article, we'll look Australia's early adopter status and then examine three technologies – or “fintech” - that are reshaping customer experience (CX) in Australian banking.

Topics: AI Artificial Intelligence CX Articles & Insights big data biometrics

Movember Foundation Escapes the Spreadsheet Shackles with BOARD

Sydney, 13 September 2017 - BOARD International, the world’s leading supplier of decision-making software, today announced that Movember Foundation, the innovative charity focused on improving the health of men, has deployed the BOARD performance management software platform to support its ongoing global growth. 

Topics: press release