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Sydney | 28th March 2014
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UK self-service interaction specialist Creative Virtual has opened a new office in Sydney in response to the growing demand in the region.
"We deployed our first Australian self-service implementation in 2011 and are looking forward to providing this same technology to other organisations in Australia," said Creative Virtual CEO Chris Ezekiel. "The establishment of an Australian office means we can now offer the same local support and collaboration for our customers here as we do in many other parts of the world."
Ezekiel said Australia is at the forefront for delivering innovative self-service solutions, "and our unique blend of expertise in knowledge management, natural language virtual assistants and business intelligence reporting make for a perfect fit." Creative Virtual allows customers to provide instant online answers combined with a fully-integrated escalation route to other support channels such as live chat, email or phone.
German BPO specialist arvato has expanded its operations in the Philippines with the opening of a new contact center in Metro Clarke north of Manila.
The new site is part of arvato's strategy growth plans which aim to double its workforce in the region over the next three years. "This expansion will provide more capacity to service our existing client base and a strong platform for growth as the Philippines continues to emerge as a major outsourcing destination," the company said.
The Clark operation will initially provide multi-channel English-speaking customer service support for the North American region. It forms part of arvato's global CRM delivery network of nearly 100 sites across 21 countries.
Sydney, 11 March 2014: Customer Experience management consultancy and research firm, Fifth Quadrant, today announced that nominations are open in the search for Australia's Best Customer Experience companies.
Customer Experience (CX) is a mega trend driving organisations to transform how they enable consumer-led engagement. Fuelling the CX revolution is the rapidly changing customer who in Australia is happy to pay, on average, 14 per cent more for a good and consistent customer experience, according to Fifth Quadrant research*.
"Nine in 10 Australians will switch to a competitor because they have had a poor experience. Eight in ten will actively advise friends and family to avoid companies who provide a poor experience, and 77 per cent will not purchase again from that company," said Chris Kirby, Director of Customer Experience Research for Fifth Quadrant.
"These figures resolutely show Australians will no longer accept below par experiences. Our research shows consumers reward leading CX organisations with on average a 10-20 per cent increase in overall business performance," he said.
As a result, CX Strategy is now a priority of board and C-level executive teams. Seven in 10 Australian-based organisations say customer satisfaction improvements are a priority for 2014, while over half state in 2014 "developing a customer experience strategy" is key*.
To recognise the Australian organisations who are committed to CX leadership, Fifth Quadrant is proud to launch The Best Customer Experience Companies List.
By participating, organisations will:
To be considered for the Best Customer Experience Companies List, organisations will be judged on the quality and effectiveness of their Customer Experience strategy through a robust qualitative and quantitative assessment process.
Kirby said this process assesses the capability of the whole enterprise, not just customer facing service operations. It also recognises the efforts of organisations and provides insights to support future customer experience initiative
"This List is a great opportunity for Australia's rapidly evolving Customer Experience industry. Many organisations recognise the critical nature of becoming customer centric and are investing significantly to transform this capability. The Best Customer Experience Companies List gives organisations the opportunity to assess their progress versus industry peers and gain national recognition of their achievements," he said.
Nominations for the List are open from now for the next four weeks and can be made at www.bestcxcompanies.com or by contacting Chris Kirby on 02 9927 3399 A shortlist of 50 customer experience companies will be announced in May followed by the unveiling of the Best Customer Experience Companies List of Australia's 30 Best Customer Experience organisations in September 2014.
*Fifth Quadrant, Australian Market Customer Experience Strategy Report 2014