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.

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.

A couple of weeks ago Avaya Australia announced that it had been selected for a five-year contract by the Australian Department of Defence (ADoD) as the contact centre technology provider. What follows is the second part of our discussion with Peter Chidiac, Avaya’s Managing Director of Australia and New Zealand. Peter provided some candid input on automation, analytics, AI and machine learning and how the combination of these tools will continue to shape Customer Experience and the future of the contact centre.

In today’s economy, responsibility for ‘customer experience’ (CX) has spread throughout organisations. Managing and understanding customers is no longer confined to frontline sales and contact centre staff, it now requires the attention of all employees – including management – in order to deliver to the expectations of increasingly-demanding consumers who have options aplenty at their whim.

The value in creating technology and digital roadmaps for your business.

In the wake of Oracle’s MBX 2017 conference here in Sydney, I’ve seen a lot of great information and case studies come forward on how businesses and organisations are pushing ahead to refine their digital offerings and channels as well as making the purchase journey for customers more personalised.