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

One Data Breach Could Be 'Game Over' for Your Brand, Study Finds

If your company is not already stepping up its security, now might be a good time to start because four out of every five (81%) of consumers say they would stop engaging with a brand online following a data breach.

This was a key finding from security company Ping Identity’s (NYSE: PING) 2019 Consumer Survey: Trust and Accountability in the Era of Breaches and Data Misuse report published this month.

Topics: Customer experience Artificial Intelligence CX Articles & Insights security Ping Identity

Nutanix Opens Sydney Office on Strong ANZ Growth, Talks Subscription Model Growing Pains

Enterprise cloud OS leader, Nutanix (NASDAQ: NTNX), last month confirmed that its Australia and New Zealand (AN/Z) operations continue to see solid growth, driven by an increase in large enterprise and government deals.

The news came as Nutanix unveiled its new flagship Sydney-based office. Fifth Quadrant attended an opening event at the office last month and heard from Jamie Humphrey, Country Manager of Nutanix’s business in AN/Z, Nutanix CFO Duston Williams, Senior Vice President Asia Pacific/Japan (APJ) Matt Young, and Vice President for Marketing APJ Jordan Reizes.

Topics: CX Articles & Insights

3 Key Lessons From Australia's CX Leaders

Last month, professional services firm KPMG published its annual Customer Experience Excellence Report 2019, which surveyed 2503 Australian consumers for their views of the performance of 114 domestic and global brands operating Down Under.  

Topics: Customer experience customer centric CX Articles & Insights

Alexa, what’s the rate on my home loan? Big tech's CX-driven move into financial services

Global big tech companies have dipped their toes in the water with payments and some in China are now expanding into the provision of credit, insurance, savings and other investment products, either directly or in cooperation with established financial institutions.

With the exception of Netflix, the so-called FAANG companies (Facebook, Amazon, Apple, Netflix, and Google) and their Chinese counterparts BAT (Baidu, Alibaba, Tencent), are all exploring or offering financial services.

Topics: Customer experience Finance CX Articles & Insights banking

CX Toolkit: The Difference Between Personas and Empathy Mapping and How to Combine Them

Personas and empathy mapping are CX tools which share the common goal of helping you to better understand your customers. As the importance of highly personalised and even predictive experiences rises across channels, the ability to leverage these tools is becoming critically important.

Topics: Customer experience customer centric journey map Voice of Customer customer journey maps CX Articles & Insights customer journey

NSW customers highly satisfied with Council interactions

2019 Local Government Customer Experience Insights Report Reveals Key CX Issues Facing Local Government 

Three quarters of residents are satisfied with the recent contact they have had with their council, according to new research carried out by Fifth Quadrant. The report outlines which councils had the highest satisfaction percentage, and as it turns out also had the highest first contact resolution (FCR) rate. The study suggests that FCR continues to be a crucial metric within the realm of local council customer experience (‘CX’).

Topics: Customer experience CX Articles & Insights consumer research

ANATAS and C-Net Collaborate to Extend Solution and Market Reach for SafetySuite

Sydney, 8 October 2019  - Anatas, part of the FTS Group, a federated group of IT services businesses operating throughout Australia and New Zealand, has announced that it has entered into a strategic partnership to extend the solution and market reach for the SafetySuite workplace health and safety management solution.

Topics: CX Articles & Insights

Security the Top Obstacle to Cloud Adoption and Innovation, Experts Say

Security is the number one concern for organisations looking to commence their digital transformation journeys via migration to the cloud, according to global cybersecurity experts.

Speaking at a Zscaler-hosted lunch event attended by Fifth Quadrant last week, Alex Woerndle, who is an analyst at Ecosystm and on the Board of the Australian Information Security Association, said that organisations need to move away from this outdated view.

Topics: Customer experience CX Articles & Insights security cybersecurity

Global Study Reveals Top 5 Ethical Principles in Existing AI Guidelines

Spock: There is a certain scientific logic about it.

Anan 7: I’m glad you approve.

Spock: I do not approve, I understand.

- Spock and Anan 7, Star Trek The Original Series S.1 Ep. 23, A Taste of Armageddon

Artificial Intelligence (AI) is ushering in a new era of CX as companies use AI tools to gain valuable customer insights, improve efficiencies and decision-making, reduce costs, and boost customer and employee satisfaction.

Topics: Artificial Intelligence CX Articles & Insights

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