As companies around the world figure out how to navigate a way through the SARS-COV2 pandemic, solutions that enable employees to rapidly transition to and effectively work from home have never been more critical.
by Steve Nuttall, on Sep 18, 2020 7:30:00 AM
As companies around the world figure out how to navigate a way through the SARS-COV2 pandemic, solutions that enable employees to rapidly transition to and effectively work from home have never been more critical.
by Guest, on Feb 24, 2017 3:06:12 PM
Voice is still the dominant channel for B2C communication however, based on current trends, it's likely to represent less than 50 per cent of all interactions within the next two years.
Motivated by the desire to improve service levels while also reducing costs, businesses are investing in alternatives such as email, chat and social as they strive to establish omni-channel contact centres to support their operations.
by Brad Arsenault, on Feb 13, 2017 9:42:50 AM
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.
by Brad Arsenault, on Jan 11, 2017 5:02:05 PM
The vast majority of business executives today claim that a critical aspect of their business is Customer Experience delivery (CX). According to Gartner, today 89% of companies surveyed are primarily competing on CX.
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
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