Fifth Quadrant offers unrivalled insights and knowledge into the CX industry.
Our customer experience webinars are free for download.
Despite the negative revenue and employee data, there are signs that sentiment is turning as we move closer to lockdowns ending. SMEs are less pessimistic regarding short term revenues and expectations regarding local and global economic conditions over the next 3 months are also more positive.
To understand the impact of COVID-19 on small and medium enterprises, we have been monitoring the pulse of the SME sector via the COVID-19 SME Tracker in partnership with Ovation/TEG Insights.
Watch James Organ and Steve Nuttall at Fifth Quadrant & ACA Research as they discuss the latest key insights and implications from the Tracker.
Dr Steve Nuttall, Fifth Quadrant’s Director of CX Research, and guests from Verizon will look at the latest CX Maturity Report to shine a light on what defines a CX leader, discuss how to accelerate your CX programs and take questions from the audience.
It's been a year since we launched the COVID-19 SME Tracker, in partnership with TEG Insights, to understand the impact of COVID-19 on small and medium enterprises. The tracker monitors how business decision makers are coping with the seismic effects of COVID-19 and adapting to the new business reality.
As the second wave of coronavirus infections continues to rise, Australian businesses are feeling increasingly uncertain about their prospects of recovery.
In these exceptionally challenging times, the way your customers’ interact with your brand will have a pivotal effect on their sense of trust and loyalty. Now is the time for customer experience (CX) leaders to position their companies at the forefront of the longer-term shifts in consumer behaviour that will result from the COVID-19 crisis.
With customer expectations continuing to evolve in a global market-place, Australian knowledge service centres are having to deal with the twin head winds of increasingly complex inbound enquiries and pressure to reduce the cost to serve customers.
In a world where time is the new currency, Steve Nuttall, Director of Research at Fifth Quadrant and Chris Savio, Senior Product Marketing Manager at Bold360 by LogMeIn, will discuss how you can leverage AI to operate more efficiently and help your customers faster.
In recent research conducted on behalf of Bold360, it found significant benefits to increasing your customer engagement maturity. However, there are serious risks for those who do not undergo digital transformation soon.
The latest CX retail research from Fifth Quadrant, sponsored by Bold360 by LogMeIn explores how Australian customers are interacting with retail brands using channels powered by AI.
An increasing number of Australian organisations are planning to adopt contact centre cloud solutions for their telephony and digital channel systems in the next 1-2 years. The biggest growth is expected to be in a hybrid solution, combining on-site, off-site and cloud infrastructure.
The impact of AI on the employee experience has often been ignored or reduced to a zero sum game of machines replacing human labour. In practice, AI has the potential to augment human skills - not replace them - and to remove operational inefficiencies freeing up agents to be more strategic.
The experts explore the insights from our inaugural salary benchmark report. How are pay and benefits affecting your competition? Can the right pay and benefits package give you a competitive edge?
Join us: Wednesday, September 26 starting at 12pm - Businesses are overwhelmed by the operational challenge of managing the volume of queries they are having to respond to which are typically telephone and email which ultimately results in customers churning out.
The final of three webinars based on the recent release of our annual Contact Centre Benchmark Study & Report (click for details). The experts explore and discuss; operational performance, CX measurement, and staff management and engagement and help sort out what the above mean for businesses and the industry.
Join us for the second of three webinars based on the recent release of our annual Contact Centre Benchmark Study & Report (click for details). The experts explore and discuss; customer interaction types, the evolution of the multi-channel contact centre and help sort out what the above means for businesses and the industry.
Join us for the first of three webinars based on the recent release of our annual Contact Centre Benchmark Study & Report (click for details). The experts will explore and discuss; key emerging trends, challenges faced by today's contact centres and help sort out what the above means for businesses and the industry.
The topic of Amazon Marketplace in Australia is the hottest button in retail, but the manufacturing and supply chain implications are seemingly overlooked.
As we quickly head to the end of the year it is time to look forward to the key trends in customer experience that will affect your business in 2018.
In this webinar Steve Nuttall, Head of CX Research at Fifth Quadrant and Kristi Mansfield, CX Strategy & Transformation Director at Oracle take a closer look at the cultural environment and new skill sets that are required to deliver a reinvented customer experience.
In this webinar we discuss how an Enterprise Knowledge Management solution will help you deliver a consistent omni-channel customer experience.
Before we know it the year will have come to a close and a new year will be upon us. What have we learnt from the last 12 months and where are we heading in the new year?
Verint is launching a comprehensive global research study that reveals insights into the expectations that customers have of digital experiences and how service providers are delivering to these.
Customers are clearly in charge and businesses that understand what their customers need and want are winning. Some of the winners are new entrants, the disrupters, and others are more traditional organisations that have been fast to understand the changing customer-led landscape.
Join Stephen Duignan, VP International Marketing at LogMeIn, and Steve Nuttall, Research Director at Fifth Quadrant, as they dig into the key findings from brand new customer engagement research conducted in Australia and New Zealand.
Join Paul Farrow from Microsoft and Steve Nuttall from Fifth Quadrant as they look at how companies need to evolve in this new world. This live webinar will help you understand the opportunities digital transformation brings and hone your approach to winning and retaining customers.
Presented by Fifth Quadrant and hosted by Stephanie Bauer, Head of CX Consulting and Steve Nuttall, Head of CX Research. Steph and Steve present the state of CX in Australia today and provide tips on creating a successful omni-channel experience for your customers.
Thanks to smartphones and ubiquitous connectivity, consumers can engage with businesses, and share their experiences with their networks, anywhere and at any time. Watch the original webinar.