CX Spotlight by Fifth Quadrant

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

Customer Experience Is Crap...

...Is a dangerous statement to make when you work for a CX consulting and research company. But the reality is that companies everywhere are still struggling with the fundamentals of developing and executing a solid CX strategy and based on conversations I’ve had with CX professionals, I can understand their frustration. But it’s not their fault - not entirely.

Topics: Customer experience CX Artificial Intelligence CX Articles & Insights

EnergyAustralia to Enhance Customer Experience Through Personalisation

EnergyAustralia Switches on MuleSoft’s Anypoint Platform to Enhance Customer Experience Through Personalisation - API-Led Connectivity Offers EnergyAustralia Agility to Stay Competitive in Age of Energy Market Disruption

MELBOURNE – May, 8 2017 - MuleSoft, Inc. (NYSE: MULE), the leading platform for building application networks, today announced that EnergyAustralia, one of Australia’s leading energy retailers, will deploy MuleSoft’s Anypoint Platform™. MuleSoft will enable the business to offer omnichannel services to consumers and obtain a 360 degree view of each customer and their energy consumption.

Topics: Customer experience personalisation press release CX

Sitecore® Announces Winners of the Sitecore Experience Awards for 2016

 Sydney – March 8, 2017 – Sitecore(R) the global leader in customer experience management, today announced the complete list of winners of the Sitecore Experience Awards 2016. Every year, the Sitecore Experience Awards honour Sitecore customers and their partners who thoroughly demonstrate how their Sitecore solution is delivering an outstanding experience for customers and their own organisation.

Topics: Customer experience press release CX

Sitel Named to IAOP 2017 Global Outsourcing 100 List for 12th Consecutive Year

Leading Global Customer Experience Management Provider Recognised as One of the World’s Best Outsourcing Service Providers

Sydney, 6 March 2017— Sitel, a leading global customer experience management provider, today announced that it has been named to the 2017 Global Outsourcing 100 list by the International Association of Global Outsourcing Professionals® (IAOP®) and published annually by FORTUNE Custom Projects, in the Leader Judging Size category. This marks twelve years of recognition by the IAOP as a leading outsourced customer care provider. 

Topics: press release CX

Managing your IT applications to boost customer satisfaction

The success of most businesses depends on creating an experience that exceeds the expectations of customers. This requires effective management of company assets, providing problem-free, high quality service. With 89 per cent of marketers competing primarily on the basis of customer experience (according to Gartner), efficient service is truly critical.

Topics: CX CX Articles & Insights

Fin-tech are Racing Ahead to Disrupt Major Banks

Now that major companies like Facebook, Google and Microsoft have invested in Artificial Technologies and Bots in their digital platforms, the road has been cleared for a revolution in traditional banking and financial transactions. The emerging Financial Technology industry aims to change society’s perspective of online transactions, by eliminating human error in procedures and providing a seamless fit into consumer’s lives.

Topics: CX Fintech CX Articles & Insights

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