Welcome to The Essential CIO Toolkit Podcast. This is a four part series, sponsored by Boomi, designed to help today’s CIO’s elevate technological investments onto the agenda at the highest corporate levels.

Welcome to The Essential CIO Toolkit Podcast. This is a four part series, sponsored by Boomi, designed to help today’s CIO’s elevate technological investments onto the agenda at the highest corporate levels.

Welcome to The Essential CIO Toolkit Podcast. This is a four part series, sponsored by Boomi, designed to help today’s CIO’s elevate technological investments onto the agenda at the highest corporate levels.

Welcome to the Essential CIO Toolkit Podcast. This is a four part series, sponsored by Boomi, designed to help today’s CIO’s elevate technological investments onto the agenda at the highest corporate levels.

I recently had what I would call a great omni-channel customer experience. We often talk about CX in terms of positive experiences, but the truth is, when things go wrong, this is precisely the moment companies have an opportunity to shine.

My case involved a bed frame which I bought from a large online furniture retailer. The checkout, payment and shipping process was all smooth and quick, which is expected these days.

Avaya (NYSE: AVYA) creates intelligent communications experiences for customers and employees via innovative solutions that enhance and simplify communications and collaboration.

Steve Nuttall, Head of CX Research at Fifth Quadrant, recently sat down with Avaya’s Managing Director ANZ Peter Chidiac to discuss a range of topics including Artificial Intelligence (AI), customer experience (CX), the omnichannel, the move from personalisation to individualisation, and smart cities. 

Although Australians have a reputation for being early adopters of technology, recent research by Fifth Quadrant indicates that Australian contact centres may be struggling to keep pace with innovations taking place globally.

Most-preferred method of contact with bank is online, Avaya survey shows; continued demand for traditional interactions highlights importance of omni-channel solutions 

Sydney, Australia, August 10, 2017 – Australian customers would prefer to resolve their basic banking issues without having to deal with a human being, according to a new survey by market researcher, YouGov. The Avaya-commissioned Customer Experience in Banking 2017 report indicates that Australians’ most-preferred method of contact with their bank would be via the website, while a third, 34 per cent, regularly use mobile banking apps, more than their counterparts in the UK and UAE. 

We’ve reached a tipping point in delivering digital customer experience.

From the published results of a 2016 global research paper by Opinium for Verint on customer experience in Australia & New Zealand (ANZ), when customers were asked to, “select the preferred method you currently use to interact with your service provider,” it was found that the majority of people (24%) still prefer contacting businesses or organisations by phone. While 19% preferred to physically walk into a store to engage with a service representative, and finally only 10% preferred using email.

Omni-channel retail can be described as a consumer-focused approach for the marketing of multi-channel retailing. It is a powerful strategy adopted by retailers for improving customer experience, business performance, sales and loyalty.