CX-hdr-2018

Retail CX: What do Millennials want?

Retail is changing. On top of the rising popularity of online shopping there is also a tectonic demographic shift taking place. As Baby Boomers retire and the remaining Generation Xers enter their 40s, Millennials are beginning to enter the mid-stage of their career. As a result, their buying power is increasing and they are changing the retail game.

Topics: Customer experience personalisation CX Articles & Insights consumer research experiential retail

Retail CX: Differentiate And Don't Ignore The Basics

Retail is currently in a state of upheaval both globally and here in Australia. Facing weakening growth, changing customer expectations and increasing competition online brick-and-mortar retailers must explore customer experience (CX) strategies that will allow them to thrive, and, in some cases, survive.

Topics: Customer experience personalisation CX Articles & Insights customer engagement market research research experiential retail

Gambling with your customers’ security: challenges facing today’s SMBs

As marketers love to point out, we are living in "The Age of the Customer", a time when Customer Experience (CX) has risen to the forefront of brands' survival in the digital world.

In the last few years, the rise of mobile, technology savvy customers with increasingly high expectations has changed the business landscape significantly. As well as having access to more information, today's customers are vocal and unafraid to use social media to advocate or vilify brands.

Topics: Customer experience personalisation CX Articles & Insights cloud cyber security

Ads that won't die: Solving the problem of retargeting gone wild

We've all experienced it. You research a product online and for the next few weeks, you are stalked mercilessly by ads. It's a kind of personalised advertising known as "retargeting" and it can result in ads that continue to follow you long after you have made your purchase.

Topics: personalisation CX Articles & Insights

Making Window Fashions a Personalised Business

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.

Topics: Customer experience personalisation Oracle customer journey maps CX Articles & Insights marketing automation Hunter Douglas

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

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

4 Key Drivers for Your Digital Transformation Strategy

“A man is only as good as his tools.” - Emmert Wolf

Every business organisation either uses the tools available in the market or develops their own tools to meet their objectives. Creating effective systems are vital to making proper use of the available resources and maximising the efficiency in a business, helping it gain an edge against competitors. However, technology improves every single day, keeping up with the best that science has to offer ensures that you stay ahead in an unending race. In fact, surveys have shown that nearly one out of three senior executives believe that Digital Transformation is needed for survival, and around 70% of the organisations surveyed are currently pursuing it. Given below are some of the primary reasons that companies all around the world are trying to improve their digital technologies.

Topics: personalisation digital transformation

One on one chat with Catriona Wallace, CEO Flamingo.io

This week, Fifth Quadrant's Head of CX Research, Dr. Steve Nuttall, sat down with Flamingo.io founder and CEO Dr. Catriona Wallace for a one-on-one chat about her experience starting up Flamingo.io and taking it to the US and globally.

Listen as Steve also dives into how Flamingo is redefining the intelligent assistant and what the rise of AI means for FinTech both in the US and Australia.

Topics: personalisation contact centre customer centric Finance CX intelligent assistant

Personalising the IoT

The Internet of Things (IoT): the connection and intercommunication of devices and appliances using a combination of WiFi, Bluetooth and the World Wide Web.

Today, people are increasingly becoming more and more dependent on applications (apps). Carl Nawagamuwa, Vice-President of Client Services (Southeast Asia) at Amobee, is convinced that mobile phone apps are set to play an even greater role in defining customer experience (CX) as we move toward 2020. Mobile smart phones are already the sole gateway to the internet for many people in the Asia-Pacific region.

Topics: personalisation CX investment priorities CX Articles & Insights

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