How to reduce customer pain points with automation

Daniel Bergan is a leader in the Australian and New Zealand omni-channel transformation space, charged with bringing together Westpac’s digital, physical and virtual channels to deliver a seamless experience for customers and bankers.

Westpac’s omni-channel efforts are about providing the customer with choices for the episodes that matter, blending human and digital interactions to ensure Westpac get every interaction right, everywhere and every time.

Daniel spoke to us about how to reduce customer pain points … Read More

In conversation with Isabella Villani, CEO, Exceed Global

We spoke to Isabella Villani, CEO of Exceed Global about the connection between a great customer and employee experience and a successful business – with a particular focus upon an intuitive and tailored customer experience.

Q: How can customer and employee engagement be improved by putting people at the centre of the customer experience?

A: There is definitely a correlation between the customer experience and employee experience. Customer experience is very much leader-led and comes … Read More

A CX conversation with Brisbane City Council

Brisbane is a great place to live, work, and relax – it’s a safe, vibrant, green and prosperous city, valued for its friendly and optimistic character and enjoyable lifestyle.

Together, we’ve achieved a lot, but there’s more to be done.

Every day, Brisbane City Council works with residents and local communities to help make our city what it is today, with a long-term vision for the future.

It’s that vision and focus that has Brisbane … Read More

Enhance the CX to remain competitive in the digital age

Enhance the CX to remain competitive in the digital age

We with spoke with Carl Borchardt, Regional Manager for Contact Centre and Customer Experience Solutions at Cisco Systems Asia Pacific & Japan, about strategies for enhancing the customer experience (CX) and remaining competitive in the digital age.

In a world increasingly reliant upon technology, the new competitive battleground is an exemplary customer experience (CX), with the least amount of customer effort.

Today’s companies require a … Read More

How is technology enhancing the customer experience?

aul Shetler is a technologist and entrepreneur with over 20 years’ experience leading large-scale IT and organisational change projects for local and international organisations.

Paul is currently working with the Sydney-based FinTech hub, Stone & Chalk, as an innovation advisor for in-house and external organisations to educate boards of directors about innovation. Prior to this, he was Chief Digital Officer of Australia’s Digital Transformation Office.

Paul spoke to us about key customer experience (CX) trends, … Read More

What are the key customer experience and engagement strategies for modern organisations?

Verint’s APAC Engage Conference will bring a range of industry leaders together to explore the customer experience journey from beginning to end – and everything in between.

Our 2017 event will be held in Melbourne on the 6-7th September, and as part of the activities, we’ll be launching the results of the inaugural Verint APAC Experience & Engagement Index.

As a valued member of my network and industry thought leader, I invite you to Read More

Why is knowledge management (KM) so important to the customer experience (CX) journey?

In our digitally-driven business world, the rise of the customer has led to organisations looking for new ways to innovate and enhance the customer experience (CX). Today’s customers demand immediate, accurate and responsive answers to their questions – and organisations need the right technologies and processes in place to deliver this.

In our digitally-driven business world, the rise of the customer has led to organisations looking for new ways to innovate and enhance the customer … Read More

Face-to-face with the evolving customer experience

How enterprise knowledge management systems can help deliver engaging brands

A report released by Frost & Sullivan, in conjunction with Verint, highlights the need to service the customer experience across all channels, from digital and face-to-face interactions, through enterprise Knowledge Management systems that can address complex customer queries.

The report indicates that over 82% of organisations regard customer service as a competitive differentiator [1]. However, many struggle to meet the rising customer demand … Read More