Helping Customers Navigate A Global Pandemic: Perspectives From NICE

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.

Topics: Customer experience throught leadership digital marketing digital transformation VoC Voice of Customer CX Articles & Insights customer engagement

Improving EX Critical to Solving Looming ‘Productivity Crisis’, Says Ricoh

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.

Topics: CX Articles & Insights customer engagement

Avaya partners with Standard Chartered to deliver Multi-Year CX Transformation

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.

Topics: Customer experience press release Cloud computing customer engagement

Smart Cities Should Provide Better Experiences, Not Just Efficiencies: Avaya's Peter Chidiac

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’.

Topics: Customer experience Artificial Intelligence CX Articles & Insights customer engagement

Every Company Should be Looking at AI: LogMeIn’s Ryan Lester

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).

Topics: Voice of Customer Chatbot Artificial Intelligence BoldChat CX Articles & Insights customer engagement

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

Retail CX: Differentiate And Don't Ignore The Basics

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.

Topics: Customer experience personalisation CX Articles & Insights customer engagement market research research experiential retail

8x8 and CSG Announce 100th Customer Milestone in Australia and New Zealand

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.

Topics: press release customer engagement

Improving customer service through a better understanding of context

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.

Topics: Customer experience Cloud computing call centres CX Articles & Insights cloud customer engagement

Beyond Omni-channel: A more effective way to increase customer engagement

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.

Topics: Customer experience CX Articles & Insights customer engagement

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