Flexible employment relationships: Five ways to ensure they’re a win-win for your contact centre

Allowing agents to work flexibly can be good for them and good for the bottom line, provided your systems and processes are sound, writes Daniel Harding, Director – Australia Operations, MaxContact

Topics: Customer experience Business Priorities CX AI strategic planning Artificial Intelligence CX Articles & Insights

Conversations In Isolation: Freshworks - Sreelesh Pillai

Conversations in Isolation is a series of podcasts from CX spotlight where Steve Nuttall, Director of Fifth Quadrant, sits down for an honest conversation with business leaders about the rapid changes happening in the world during the COVID-19 crisis... from the safety of isolation.

Topics: Customer experience Business Priorities CX AI strategic planning Artificial Intelligence CX Articles & Insights

11 CX Experts Predict the Future

For the second year running, artificial intelligence (AI) was the hottest topic in the world of customer experience (CX) in 2019.

You don’t have to look far to find major players touting AI-driven CX as the next big thing. For example, IBM recently published a report which predicts that AI will unleash a new approach to CX strategy, design and development. IBM calls the shift a ‘seismic’ one, comparing it to the changes that were ushered in during the 1990s at the advent of the internet.

Topics: Customer experience IoT Artificial Intelligence CX Articles & Insights

One Data Breach Could Be 'Game Over' for Your Brand, Study Finds

If your company is not already stepping up its security, now might be a good time to start because four out of every five (81%) of consumers say they would stop engaging with a brand online following a data breach.

This was a key finding from security company Ping Identity’s (NYSE: PING) 2019 Consumer Survey: Trust and Accountability in the Era of Breaches and Data Misuse report published this month.

Topics: Customer experience Artificial Intelligence CX Articles & Insights security Ping Identity

Global Study Reveals Top 5 Ethical Principles in Existing AI Guidelines

Spock: There is a certain scientific logic about it.

Anan 7: I’m glad you approve.

Spock: I do not approve, I understand.

- Spock and Anan 7, Star Trek The Original Series S.1 Ep. 23, A Taste of Armageddon

Artificial Intelligence (AI) is ushering in a new era of CX as companies use AI tools to gain valuable customer insights, improve efficiencies and decision-making, reduce costs, and boost customer and employee satisfaction.

Topics: Artificial Intelligence CX Articles & Insights

Talos To Support How Organisations Administer Processes and Workflows

Sydney, 11 September 2019  - FTS Data & AI, part of the FTS Group, has launched a new sub-brand and suite of services focused on delivering robotic process automation solutions to enterprises which increasingly want to automate repeatable, predictable interactions in support of providing exceptional customer experiences.

Topics: press release Artificial Intelligence

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

42pc of Australian enterprises lack understanding and skills for Artificial Intelligence

Avaya (NYSE: AVYA) today revealed that 42 per cent of Australian organisations lack understanding of artificial intelligence (AI) technology, while 42 per cent don’t have the in-house skills to facilitate adoption, exceeding global averages of 37 and 37 per cent, respectively.

Topics: press release AI Artificial Intelligence

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

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