AI has huge potential to improve Australians’ well-being, the economy and society. However, the powerful outcomes that can be delivered by AI have to be weighed against considerations around the potential harms it may cause, not limited to personal privacy, algorithmic biases and issues of justice.
The state of CX maturity in the APAC region shows that organisations must facilitate effective remote working to achieve higher levels of productivity, and embrace digital communication channels to reach and satisfy home-based customers.
The global disruption caused by COVID-19 has forced Australian contact centres to rapidly switch to new ways of working and technology deployments to handle increased volumes and allow agents to work remotely.
The 2020 CX Maturity Report contains a comprehensive analysis of the current status of customer experience maturity in Australia and insights about future trends and priorities. Take an in depth look at our latest research on the state of CX Maturity in Australia.
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.
An extensive analysis of results and industry benchmarks, supported by executive commentary, illustrative graphics and trend data. The quintessential guide for professionals working in, for and supplying the Australian contact centre industry.
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.
