CX-hdr-2018

Conversations in Isolation: Staying Safe with Steve Fletcher at Drake International

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: Business Priorities CX strategic planning CX Articles & Insights

Conversations in Isolation: The Wisdom of Fiona Keough, CEO Auscontact

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 in the CX space about the rapid changes happening in the world during the COVID-19 crisis... from the safety of isolation.

Topics: contact centre Business Priorities CX strategic planning CX Articles & Insights cloud-based solutions video streaming unified communications cloud solutions

CX Spotlight Podcast: Turning the CX Flywheel - Episode 4 of 4: Challenges & Future of CX

In these exceptionally challenging times, the way your customers interact with your brand will have a pivotal effect on their sense of trust and loyalty.

Topics: Business Priorities CX strategic planning CX Articles & Insights cloud-based solutions cx maturity report

CX Spotlight Podcast: Turning the CX Flywheel - Episode 3 of 4: CX Flywheel

In these exceptionally challenging times, the way your customers interact with your brand will have a pivotal effect on their sense of trust and loyalty.

Topics: Business Priorities CX strategic planning CX Articles & Insights cloud-based solutions cx maturity report

CX Spotlight Podcast: Turning the CX Flywheel - Episode 2 of 4: CX Maturity Model

In these exceptionally challenging times, the way your customers interact with your brand will have a pivotal effect on their sense of trust and loyalty.

Topics: Business Priorities CX strategic planning CX Articles & Insights cloud-based solutions cx maturity report

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

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

UI is still missing the user

The challenge has been clear for 30 years; it's past time to act!

It's been 30 years since Grudin's law/paradox/problem was created, yet it remains largely unresolved.

A collaborative software pioneer, Jonathan Grudin was interested in why enterprise applications that management thought had value failed to take root. 

Topics: CX CX Articles & Insights

Australia Must Step Up AI Adoption or Face Being Left Behind, Expert Says

Artificial Intelligence (AI) has been one of the hottest topics in customer experience (CX) this year. To find out more about some of the trends and challenges within the fast-growing sector, Fifth Quadrant spoke to Dr Catriona Wallace, Founder and CEO of AI fintech company Flamingo Ai (ASX:FGO).

Topics: CX AI Artificial Intelligence CX Articles & Insights

You might also enjoy reading...