CX-hdr-2018

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

Voice communication on the decline in an omni-channel world

Voice is still the dominant channel for B2C communication however, based on current trends, it's likely to represent less than 50 per cent of all interactions within the next two years.

Motivated by the desire to improve service levels while also reducing costs, businesses are investing in alternatives such as email, chat and social as they strive to establish omni-channel contact centres to support their operations.

Topics: CX VoC Voice of Customer CX Articles & Insights

Creating an Outstanding Secure Customer Experience

In the age of digital disruption, the new battleground for market leadership has shifted from price and product to customer experience. To deliver the convenient, high value experiences that customers have come to expect, businesses must constantly innovate. More importantly, they need to be able to roll out new services and apps quickly.

Topics: Customer experience CX

Oracle Cloud Platform Comes to Australia

Only Vendor in Australia to Offer Full Suite of Enterprise SaaS, PaaS and IaaS Cloud Services for Customers Digital Transformation

SYDNEY, AUSTRALIA, February 14, 2017 – Oracle today announced the expansion of its cloud coverage in Australia, bringing its most popular enterprise-class, Oracle Cloud Platform services to the Australian market. Coupled with recently announced infrastructure investments in the US and EMEA, this sees a doubling of regional presence for Oracle’s cloud platform in the last 24 months.

Topics: press release CX

Australia’s Thought Leaders Weigh In On Future of AI, Bots, VR & AR - CX in 2017

We reached out to: Microsoft, LogMeIn, Oracle, Verint and Flamingo - Here's what the CX experts had to say.

Each year our team of customer experience (CX) experts look to the future and make their predictions on how they see CX evolving. Attempting to peer into long-term technological and economic development is often a futile exercise considering the sheer amount of disruption various industries have gone through in the last decade, so we’ve generally found looking at the next couple of years is a bit more reasonable. Surely even Nostradamus today would find the changing tech world a serious hindrance to his ability to effectively predict the future.

Topics: personalisation virtual reality augmented reality Oracle CX IoT AI VoC Chatbot LogMeIn Flamingo Microsoft Verint Artificial Intelligence BoldChat CX Articles & Insights

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