CX-hdr-2018

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

2018 Contact Centre Report Reveals Majority Of Industry Is Striving To Improve CX

Fifth Quadrant has just released its 2018 Australian Contact Centre Benchmark Report which reveals that almost three-quarters of the industry (73%) is striving to improve customer experience (CX) through technology that optimises agent performance and delivers a more customer-centric channel offering.

Topics: contact centre Voice of Customer CX Articles & Insights market research research

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