CX Spotlight by Fifth Quadrant

See the World Through Your Customers' Eyes

An Example of Fostering a Business Culture Focused on Customer Centricity 

"Go see, ask why, show respect." The words of Toyota chairman Fujio Cho have become renowned as the basic lean principles on which to build and run a large business but what does this mean for mid-sized and small Australian businesses?

The concept here revolves around the importance of business leaders getting up from their desks and leaving their offices to observe firsthand what is really happening in the “gemba” — the location where the work actually takes place.

Topics: Customer experience Innovation CX Articles & Insights

Amazon Connect Poised to Disrupt Contact Centre Industry

With the U.S. retail giant's recent announcement of the global launch of Amazon Connect - industry experts left wondering what outcome to expect

The level of industry disruption coming from Amazon places the company in a class all its own. From media company to tablet producer to contact centre solutions provider. Amazon is a multi-dimensional business disruptor. With Amazon Web Services (AWS) now offering contact centre solutions, the question begs, how will the industry cope and what impact will AWS have on the region if any?

Topics: contact centre CX Articles & Insights Amazon

Teachers Mutual Bank Integrates Major Digital Transformation Strategy with Dell Boomi

Boomi integration platform allows Australian bank to connect best-of-breed applications while ensuring efficiencies, enhancing customer experience and reducing costs

Sydney, Australia – Apr 11, 2017Dell Boomi™ (Boomi), the number one integration cloud provider, announced that Teachers Mutual Bank (TMB) is using the Boomi integration platform as part of its multi-year, multi-million-dollar digital transformation strategy.

Topics: Customer experience press release digital transformation AI

Tuck In - Domino’s Added Another Topping To Its Customers' Experience CX

A short time ago a colleague was visiting a client where the client asked if ‘Brad’ (that's me) was in fact a real boy or simply a bot. I’m sure given a chance, my fun loving colleagues might say the latter. But in this case, I was well represented and I can assure all of you that I am in fact a real person.

Topics: Customer experience AI Artificial Intelligence CX Articles & Insights

Ooyala Research Shows Mobile Devices Drive The Most Viewership for Global AVOD Services

Mobile now represents 54% of all online viewing and is projected to hit nearly 60% in Q1 2017 

SANTA CLARA, Calif. — (March 14, 2017) —  Ooyala, a global leader in video monetisation, today released its Q4 2016 Global Video Index, showing mobile devices attract the most video views for advertising video-on-demand (AVOD) services with global distribution. The report also shows variances of viewing habits across devices in different regions and continues to track the upward trajectory of mobile as the primary device for video.

Topics: press release mobile

Harnessing the benefits of the multimodal contact centre

Modern contact centres can handle a range of different communication channels, however very few centres are enjoying the business benefits that this ability can deliver.

Customers want to be able to interact with a business in a variety of ways. Some want a voice call while others prefer to interact using email or text messages. Increasingly, chat sessions and social media are also becoming widely used. Any business that does not offer a range of options when it comes to communication risks losing its customers to one that does.

Topics: call centres CX Articles & Insights

Sitecore® Announces Winners of the Sitecore Experience Awards for 2016

 Sydney – March 8, 2017 – Sitecore(R) the global leader in customer experience management, today announced the complete list of winners of the Sitecore Experience Awards 2016. Every year, the Sitecore Experience Awards honour Sitecore customers and their partners who thoroughly demonstrate how their Sitecore solution is delivering an outstanding experience for customers and their own organisation.

Topics: Customer experience press release CX

Sitel Named to IAOP 2017 Global Outsourcing 100 List for 12th Consecutive Year

Leading Global Customer Experience Management Provider Recognised as One of the World’s Best Outsourcing Service Providers

Sydney, 6 March 2017— Sitel, a leading global customer experience management provider, today announced that it has been named to the 2017 Global Outsourcing 100 list by the International Association of Global Outsourcing Professionals® (IAOP®) and published annually by FORTUNE Custom Projects, in the Leader Judging Size category. This marks twelve years of recognition by the IAOP as a leading outsourced customer care provider. 

Topics: press release CX

Managing your IT applications to boost customer satisfaction

The success of most businesses depends on creating an experience that exceeds the expectations of customers. This requires effective management of company assets, providing problem-free, high quality service. With 89 per cent of marketers competing primarily on the basis of customer experience (according to Gartner), efficient service is truly critical.

Topics: CX CX Articles & Insights

Fin-tech are Racing Ahead to Disrupt Major Banks

Now that major companies like Facebook, Google and Microsoft have invested in Artificial Technologies and Bots in their digital platforms, the road has been cleared for a revolution in traditional banking and financial transactions. The emerging Financial Technology industry aims to change society’s perspective of online transactions, by eliminating human error in procedures and providing a seamless fit into consumer’s lives.

Topics: CX Fintech CX Articles & Insights