As companies around the world figure out how to navigate a way through the SARS-COV2 pandemic, solutions that enable employees to rapidly transition to and effectively work from home have never been more critical.

Australian organisations can reduce staff turnover and boost productivity by improving employee experience (EX) and satisfaction.

This was a key finding from a new white paper, which was produced via a collaboration between Ricoh and Adapt CXO Advisory.

Singapore – April 24, 2019 –Avaya Holdings Corp. (NYSE: AVYA) is partnering with Standard Chartered to deliver a multi-year client experience transformation project that will enable the Bank to more fully align its services with clients’ fast-paced, digitally connected lives. The Avaya OneCloud Private solution enables organisations such as Standard Chartered to hit the ground running with unified communications and contact centre solutions delivered on their own private cloud.

Last year, global communications company Avaya held a showcase in Sydney to demonstrate how its innovations in communications, Artificial Intelligence (AI), blockchain and other key areas are shaping customer experience (CX) in an increasingly interconnected world.

Leveraging its capabilities in these technologies, Avaya is working with financial services companies, government departments and healthcare providers in various cities that are making the transition to becoming ‘smart’.

As the cost of artificial intelligence (AI) comes down and its applications become more widespread, companies are increasingly exploring and executing implementation. Fifth Quadrant spoke with Ryan Lester, Director of Customer Engagement Technologies at LogMeIn to get his views on AI, chatbots, contact centres, and what LogMeIn’s products can do for customer experience (CX) and employee experience (EX).

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.

Retail is currently in a state of upheaval both globally and here in Australia. Facing weakening growth, changing customer expectations and increasing competition online brick-and-mortar retailers must explore customer experience (CX) strategies that will allow them to thrive, and, in some cases, survive.

SYDNEY, 26 April 2018 - 8x8, Inc., a leading provider of global cloud communications and customer engagement solutions, has announced that CSG Limited, a major 8x8 channel partner in Australia and New Zealand, has signed its 100th 8x8 customer in the region.

By Maurizio Canton, EMEA Chief Technology Officer at TIBCO Software

Becoming more customer focused is a goal shared by many financial organisations, but reaching that goal has recently become more complex. In fact, the rule book has essentially been torn up. 

In the past, it was sufficient for a business to create a product or service and then seek out customers who would be likely to want it. Now this has changed as businesses must adjust, react to shifting consumer demands, and deliver an engaging experience if they are to compete and drive revenue and profitability.

Often the go-to strategy for contact centre operators, omnichannel involves interacting with customers via the communications channel they prefer and at the time they wish to do so. The channel could be a mobile device, a call centre, a website or even a bricks-and-mortar store.

The challenge for businesses is to ensure that customers receive a consistent level of services regardless of the channel they select. The channels must also be usable throughout all the various stages of an interaction. Starting with pre-purchase and then moving to purchase, delivery and post purchase, the channels effectively become a window into the customer journey.