CX-hdr-2018
Brad Arsenault

Brad Arsenault

Brad is the Head of Marketing at Fifth Quadrant. For over 16 years he's worked across digital marketing and content production. He actively publishes content on LinkedIn and Medium.

Recent Posts by Brad Arsenault:

Macquarie Telecom CEO Urges Industry to Improve CX

Macquarie Telecom Group announced its results for the fiscal year ended 30 June 2018 last Wednesday. In contrast with the some of the recent poor results and negative sentiment in Australia's telco sector, MTG boasted a full year revenue increase of 6 per cent, cementing a fourth successive year of strong profit growth.

Topics: Customer experience CX Articles & Insights customer engagement

The Rising Importance of Hyperpersonalisation in Retail CX

Personalisation, which used to be simply about adding someone’s first name to an email, has been undergoing a rapid evolution over the past few years. Thanks to advances in Artificial Intelligence (AI), big data, analytics, machine learning and mobile devices, the way in which brands reach and communicate with their audiences has changed dramatically. We are now in an era of hyperpersonalisation, a time in which customer experience (CX) is being driven by highly curated experiences for increasingly demanding customers with growing expectations.

Topics: personalisation CX Articles & Insights big data

3 Key Areas In Which CX Leaders Leave Laggards Behind

With technology rapidly advancing, it's never been more important for companies to meet evolving customer expectations. But companies need to start by understanding their customers and the total Customer Experience (CX) before introducing new technologies. An emerging trend is that the gap between CX leaders and laggards is widening – and will continue to widen – as the companies with a clear CX execution strategy enjoy greater growth than those who haven't yet set a clear path forward. In this article, we’ll take a look at 3 key areas that differentiate Leaders from Laggards. 

Topics: Customer experience personalisation CX Articles & Insights

Better Storytelling Through Data

If any company has set the standard for story telling with data, it’s Pixar. Having earned over $11 billion (USD) in global box office take by the end of 2016, Pixar has set the gold standard of story telling. So what do they have to do with data? Everything. Their entire business is based on data. After all, every frame of every feature film they’ve produced is comprised of data.

Topics: CX Articles & Insights

Welcome to the Jungle: Experiential Retail in the Age of Amazon

It's no secret that online retail has been growing in recent years. Across the globe, the trend towards online retailing has resulted in the mass closure of physical stores, and for many brick and mortar retailers to rethink their strategies. 

Topics: Customer experience retail insights CX Articles & Insights experiential retail

Why It’s Still Day 1 for Amazon in Australia

It's no secret that Amazon's much-lauded launch in Australia last November was a little underwhelming. In the weeks leading up to the launch, local media outlets feverishly covered Amazon's arrival, creating a hype that the online retailing giant could never hope to live up to.

Topics: retail insights CX Articles & Insights

The Need For Cloud & Data Warehousing In A Big Data World

Digital transformation continues to be a buzz term for business but the concept is often ambiguous at best and the overall idea - lofty. There are many components required to successfully digitally transform and the construction of a digital roadmap is step one. At the foundation of this roadmap sit cloud and data warehousing and both are the main topics for discussion in what follows.

Topics: CX Articles & Insights cloud utilities cloud-based solutions data centre

2018 Contact Centre Report Reveals Majority Of Industry Is Striving To Improve CX

Fifth Quadrant has just released its 2018 Australian Contact Centre Benchmark Report which reveals that almost three-quarters of the industry (73%) is striving to improve customer experience (CX) through technology that optimises agent performance and delivers a more customer-centric channel offering.

Topics: contact centre Voice of Customer CX Articles & Insights market research research

Latest Contact Centre Report From Fifth Quadrant

The 2018 Australian Contact Centre Benchmark Report has just been released by Fifth Quadrant. The report contains over 140 pages of insights into the industry. Some highlights contained in the report include the following.

Topics: contact centre CX Articles & Insights

5 CX Trends Australian Companies Should Watch in 2018 

With 2018 well and truly upon us, it's time to reflect on the year past and ponder the year ahead.

Last February, Fifth Quadrant reached out to some of Australia's customer experience (CX) Thought Leaders to find out where they believed CX would head in 2017. Fifth Quadrant spoke with experts from Microsoft, LogMeIn, Oracle, Verint and Flamingo who predicted that 2017 would see the rise of Artificial Intelligence (AI), machine learning, bots, Virtual Reality (VR) and Augmented Reality (AR) in CX.

Topics: Customer experience virtual reality augmented reality Chatbot Artificial Intelligence CX Articles & Insights Blockchain

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