CX-hdr-2018
Stefan Kostarelis

Stefan Kostarelis

Stefan is the Content Manager at a Sydney-based investor relations firm, and a freelance writer whose work has appeared in Techly, Paste Magazine, Lost at E Minor and Tech Invest.

Recent Posts by Stefan Kostarelis:

Inside the Feedback Economy with Usabilla’s Robin Meijer

In September 2019, leading global Voice of the Customer technology provider Usabilla will hold its Global Exchange event, one of the largest CX events held in Amsterdam. The theme of this year’s event is ‘Finding your way through the Feedback Economy’. To find out more about the Feedback Economy and how Usabilla helps companies navigate it, Fifth Quadrant spoke with Usabilla’s Customer Success Team Lead Asia-Pacific, Robin Meijer.

Topics: Customer experience CX CX Articles & Insights

6 Technologies Changing Aged Care In Australia

Charlie Brooker’s hit show Black Mirror tells mostly dystopian stories of how technology can run amuck and seriously mess up our lives.

However, not every episode is necessarily negative. For instance, a happy ending of sorts was possible in the recent choose-your-own-adventure style episode Bandersnatch and back in Season 3, an episode called San Junipero explored the use of Virtual Reality (VR) in elderly and palliative care.

Topics: Customer experience wearables virtual reality augmented reality CX Cloud computing Artificial Intelligence CX Articles & Insights

Will Regulation Kill Personalisation?

Netflix knows what I want.

It is becoming harder to imagine a time when people actually had to watch whatever was scheduled for them. Thanks to the internet, TV – like many other things - has become a personalised experience. The catch? Well, as is the case with every instance of personalisation, it is all about The Trade: I give you my data, you give me an experience tailored to me.

Topics: Customer experience personalisation CX Articles & Insights

Creating New Customer Experiences With Dell Boomi CEO Chris McNabb

Dell Boomi is an integration platform as a service (iPaaS) company that helps organisations unite everything in their digital ecosystems to create better business outcomes faster.

Boomi, which was acquired by Dell in 2010, operates as an independent business unit of Dell, and provides an intelligent, flexible, scalable platform that harnesses the power of the cloud to accelerate business results.

Topics: Customer experience CX Articles & Insights

Apocalypse Postponed: Why Companies Must Retain the Human Element

With all the talk of robots taking over, it is comforting to see more research that shows that the human touch is as important as ever.

While companies are rightly piling into technology such as AI, machine learning, and virtual assistants to improve efficiency and CX, a recent report has found that the human element cannot be ignored.

Topics: Customer experience CX Voice of Customer CX Articles & Insights

The BluePrint to AI Success with Verint's Jason du Preez

Artificial Intelligence is without a doubt one of the hottest topics in the world of customer experience right now. But with hype comes a considerable amount of fear, as organisations are becoming increasingly worried about getting left behind or failing to properly commence their AI journey.

Topics: Customer experience AI Chatbot Artificial Intelligence CX Articles & Insights

Human or Robot? New Fifth Quadrant Study Identifies Key “Moments of Truth” in the Retail Journey

I ain't lookin' for praise or pity
I ain't comin' 'round searchin' for a crutch
I just want someone to talk to
And a little of that human touch

-Bruce Springsteen

There are clear points in the customer journey or “moments of truthin which human interactions are strongly preferred to a chatbot, according to new research carried out by Fifth Quadrant in partnership with LogMeIn. The study concludes that a customer journey in which a human/robot blended approach is effectively employed will deliver superior customer experience (CX).

Topics: Customer experience Chatbot LogMeIn Artificial Intelligence BoldChat CX Articles & Insights market research

No S*** Sherlock - The Evolution of the Phone Channel

"Mr. Watson--come here--I want to see you.”  

No, the above quote isn’t from an episode of Sherlock – they were the first words ever spoken on the telephone, said by Alexander Graham Bell to his assistant Thomas Watson in 1876.  

Now, some 140 plus years later, the phone has endured. And while the features and abilities of the phone - particularly the smartphone - have grown, the basics of the phone call are pretty much the same. You pick up, you dial, you talk. 

Topics: Customer experience contact centre CX Articles & Insights

When it comes to chatbots, don’t bamboozle your customers

Nobody likes getting bamboozled.

In the world of customer experience (CX), trust is a major currency and is frequently ranked as the most important attribute a brand can cultivate in its customers.

When your customers trust you, they are more likely to buy your products or services, refer you to a friend, share information with you, and even forgive you when you have that one PR nightmare.

Topics: AI Chatbot CX Articles & Insights experiential retail

Avaya’s Chief Technology Strategist Chris McGugan Talks 3 Key Priorities, Teases Next-Gen Platform

Last month, Fifth Quadrant attended the Experience Avaya Asia Pacific event to learn more about how Avaya is improving CX and accelerating value co-creation for its stakeholders.

The event brought together executives, industry experts, thought leaders, customers and partners from throughout APAC and around the globe so that they could collaborate on how to create connected experiences that deliver business value.

Topics: Customer experience contact centre CX Articles & Insights cloud solutions

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