The rise of digital has revolutionised the retail sector, enabling customers to be closer to brands they love. New channels of engagement like live chat, AI powered chatbots and social media have created a springboard for companies; and in turn their employees, to develop more meaningful relationships with customers.
This unique industry report and associated communications programs are designed as a resource for managers, consultants and suppliers working within the Australian Local Government Sector.
This reports contains an extensive analysis of results and industry benchmarks, supported by an executive commentary, illustrative graphics and trend data. It is the quintessential guide for professionals working in, for and supplying the contact centre industry in Australia.
LivePerson’s own research suggests the local market wants the government to do more when it comes to AI ethics. The company commissioned research from Fifth Quadrant, which surveyed 562 IT, customer experience and digital decision-makers in Australian businesses with at least 20 employees.
Fifth Quadrant has been monitoring the developments in wearables and considering how they can be used to deliver on truly personalised and better overall customer experiences.
Fifth Quadrant conducted research with industry thought leaders to understand how Customer Experience Design (CED) is being used by Australian organisations.
As customer expectations for personalisation increases, there is a need to design experiences for the customer that can be delivered seamlessly through physical and digital channels.
Fifth Quadrant have engaged with 133 decision makers in the industry to understand the status of Digital Transformation across organisations in Australia.
