CX-hdr-2018

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

CX Key As Royal Commission Creates Opportunity For Alternative Banks To Rise

The Royal Commission into the Australian financial industry has unearthed some nasty truths about the nation’s Big Four banks including revelations that they provided shoddy home loan, credit card and financing information, charged fees for no service, intentionally misled the regulator and lost customer data.

Topics: Customer experience Finance CX CX Articles & Insights market research banking

Oracle helps Heineken Urban Polo Bring The Sport of Kings Closer To The Customer

Sydney, Australia, May 8, 2018 – Heineken Urban Polo is using Oracle artificial intelligence (AI) in the cloud to help it revolutionise the sport of Kings and bring the game of polo closer to the consumer.  Through a digital concierge accessed from a mobile phone, all the event’s information is being put at attendees’ fingertips – how to get there, where the bar is, what times the matches start, when the pony parade is on, rules of the game, details of players, which DJs are playing and when, and so on.

Topics: Customer experience press release CX Artificial Intelligence cloud

7 Cybersecurity Trends to Watch in 2018

In the constantly changing world of cybersecurity, it can be difficult to make predictions. But with 2018 just around the corner, cybersecurity professionals are taking a serious look at what the future holds. 

Recently, Fifth Quadrant attended an event in which Phil Kernick, Founder and Chief Technology Officer at CQR Consulting led a discussion on where Australia's cybersecurity landscape was heading into the new year. Drawing partly on that discussion, we'll now take a quick look at 7 trends in Australian cybersecurity to watch out for in 2018.

Topics: Internet of things CX Cloud computing AI Artificial Intelligence CX Articles & Insights security Blockchain

AI takes customer service automation to the next level

When automation was first introduced into customer service channels, the results were often spectacularly underwhelming. Confusing phone menu systems in call centres and canned responses to emails led to frustrated customers and lower satisfaction levels.

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

Even Cybercriminals Know the Importance of Great CX

In roughly a decade, ransomware has become the weapon of choice for cybercriminals looking to extort money from their victims. It’s easy to think of the people behind these crimes as ruthless villains. But as one recent study shows, even ransomware groups are now becoming aware of the importance of giving people great customer experience (CX).

Topics: Customer experience CX CX Articles & Insights cyber security customer journey

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