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.
by Andrew Kerrigan, on Apr 6, 2022 3:11:01 PM
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.
by Andrew Kerrigan, on Mar 15, 2022 10:07:24 AM
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.
by Andrew Kerrigan, on Mar 1, 2022 11:00:00 AM
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.
by Andrew Kerrigan, on Feb 10, 2022 2:21:49 PM
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.
by Stefan Kostarelis, on Sep 12, 2019 11:48:03 AM
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.
by Stefan Kostarelis, on Feb 19, 2019 9:15:06 AM
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.
by Stefan Kostarelis, on May 7, 2018 11:34:40 AM
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.
by FQ Editor, on Aug 11, 2017 1:52:42 PM
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.
by Brad Arsenault, on Feb 9, 2017 4:27:15 PM
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.
by Brad Arsenault, on Jan 23, 2017 4:29:46 PM
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.
The latest CX research from Fifth Quadrant, sponsored by Bold360 explores how Australian customers are interacting with retail brands using channels powered by AI. Get the report
This unique industry report and associated communications programs are designed as a resource for managers, consultants and suppliers working within the Australian Local Government sector. Get the report
Fifth Quadrant
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NSW 2060 Australia
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