CX-hdr-2018

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

Tips to Creating a Balanced Omni-Channel

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.

Topics: omni-channel CX journey map mobile Verint

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