Upcoming Events

Call to Excellence 2015

18th – 19th May 2015 in Melbourne, Australia

Transforming towards an intelligent and productive contact centre to deliver proactive service and personalised customer experience across multichannel operations.

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Recorded Webinars

 Title  Date

Over half of Australian Businesses See Improved Customer Satisfaction and Operational Efficiency through Digital Transformation

31 March 2015

What are Australian Consumers Saying about Customer Experience?

17 February 2015

What does it take to create a business that customers love?

4 February 2015

More news



The Association of Data Driven Marketing and Advertising (ADMA) has formed an alliance with digital strategic consultancy Zuni to create a series of courses based around digital marketing. ADMA said Australian companies are still struggling to unify their overarching business goals with their digital, CRM, metrics and content strategies in order to maximise return on investment in these areas and achieve their core objectives. It says its partnership with Zuni will help marketers and advertisers transform their businesses through a series of new courses called Strategic Development Programs, a first-of-its-kind industry initiative.

The first course up in the overall program is a bespoke Digital Strategy course which will be followed later in 2015 with tailored Content Strategy, CRM Strategy and Metrics and Measurement courses. Through a combination of classroom learning, Q&A and consulting sessions, marketers can develop individual strategies in these areas in a fast-track process, completing their strategy in just two months. "Businesses are increasingly frustrated, sensing that digital could work much harder for them.

"There is little clarity on ROI across digital channels and we see many businesses that have not fully aligned their business objectives to their digital strategy and they're missing out as a result," Zuni MD Mike Zeederberg said.

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Indian logistics company Delhivery has upgraded its customer service IT with a solution from Ameyo.

Delhivery implemented inbound voice campaigns on Ameyo to address its Forward Shipment processes and ticketing management solutions to cater to customer queries and complaints. Delhivery was able to evaluate agent performance and workflows through basic reports generated by Ameyo that helped in identifying the gaps in the processes.

"Delhivery's Customer Experience Strategy is to build a world-class voice of customer program by delivering supreme customer experience through various touch points," said Delhivery's Bhavneet Kaur. "The objective is to improve customer satisfaction and loyalty, thereby increasing customer lifetime value by making the most out of every customer engagement whether in person, online via email or chat or over the phone."

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Industry experience, feature-rich functionality and flexibility of cloud-based solution key to selection

Brand Developers Limited (BDL), Australasia's leading direct response television company specialising in product development and multi-channel retail distribution, has chosen StayinFront, a global provider of cloud-based field force effectiveness and customer relationship management (CRM) technology, for its retail execution and monitoring system.

StayinFront TouchCG®, with guided workflows and advanced capabilities for image recognition, barcode scanning and in-store, data-driven selling, enables field teams to complete retail activities in less time, focus on priorities and goals and prompt corrective action to maximise performance.

A deep understanding of the consumer goods industry, along with the ability to globally deliver and support fully-configurable retail execution and data-driven selling tools, were critical factors BDL considered when selecting StayinFront.

"Choosing a partner with in-depth industry expertise was essential for us," said Simon Fraser, Group General Manager, Brand Developers Limited. "StayinFront TouchCG® is a robust industry solution specifically designed to manage the retail execution process and will enable us to gain key insight into our field operations so we can rapidly achieve a return on our investment."

"We're pleased to have been selected by BDL, which will leverage our tools and technology to gain a competitive advantage," said Kerrie-Anne Turner, StayinFront's APAC Vice President and Managing Director Australia. "Our proven industry-specific mobile platform and easy-to-use selling tools will give BDL's field reps all the information they need at their fingertips, helping them do more, know more and sell more."

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Dr Catriona Wallace defines Customer Experience Strategy.


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