CX-hdr-2018

SMEs cautiously optimistic despite further staff cuts as JobKeeper ends

Updates to this research will be published monthly to track the impact and response to COVID-19. View previous wave.

Topics: Business Priorities strategic planning CX Articles & Insights market research

Challenging business conditions as weak revenues continue for 57% of SMEs

Updates to this research will be published monthly to track the impact and response to COVID-19. View previous wave.

Topics: Business Priorities strategic planning CX Articles & Insights market research

Flexible employment relationships: Five ways to ensure they’re a win-win for your contact centre

Allowing agents to work flexibly can be good for them and good for the bottom line, provided your systems and processes are sound, writes Daniel Harding, Director – Australia Operations, MaxContact

Topics: Customer experience Business Priorities CX AI strategic planning Artificial Intelligence CX Articles & Insights

How customer data could help your business rebound from the coronavirus crisis faster

When times are tight, exploiting the customer data at your fingertips can help your organisation do business more productively and efficiently, writes Prakash Durgani, Vice President of APAC & Japan, Twilio Segment.

Topics: personalisation digital marketing CX Articles & Insights big data marketing automation

Christmas Cheer for SMEs as Strong Revenue, Jobs and Investment Data Point to a Happy New Year

Updates to this research will be published fortnightly to track the impact and response to COVID-19. View previous wave.

Topics: Business Priorities strategic planning CX Articles & Insights market research

Road to Recovery Continues with SME JobKeeper Claims Dropping to 26%

Updates to this research will be published fortnightly to track the impact and response to COVID-19. View previous wave.

Topics: Business Priorities strategic planning CX Articles & Insights market research

Using a data platform to power personalised marketing campaigns

Every day businesses gain more data about their interactions with customers, yet many continue to struggle to make use of it for personalisation and analytics.

Data may be stored in multiple locations and in different formats, making it difficult to combine to achieve a single view of each customer. As a result, customer experiences suffer and relationships erode.

Topics: personalisation digital marketing CX Articles & Insights big data marketing automation

Content tops marketing budget priorities moving into 2021

According to the Creating Connections report, based on a survey of more than 300 businesses, most have maintained or increased budgets in all major areas of marketing and communications except physical events. This has led to more competition in fewer channels.

Topics: Customer experience thought leadership Business Priorities CX investment priorities strategic planning CX Articles & Insights customer engagement market research research

SME Recruitment Drive Hindered by a Lack of Candidates

Updates to this research will be published fortnightly to track the impact and response to COVID-19. View previous wave.

Topics: Business Priorities strategic planning CX Articles & Insights market research

Conversations In Isolation: Freshworks - Sreelesh Pillai

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: Customer experience Business Priorities CX AI strategic planning Artificial Intelligence CX Articles & Insights

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