When it comes to hiring temporary or casual customer service staff, companies often face a difficult balancing act in terms of speed of hire versus quality of hire. Unfortunately, the hiring methods that many organisations use are slow, expensive and deliver inconsistent results. Weploy, a Melbourne based startup, aims to eradicate the inefficiencies inherent in …
As Head of Digital at Primo Foods / JBS, Renaud Frisé fully embraces the need to accept the constantly changing nature of things. Primo Foods is the largest producer of ham, bacon and smallgoods in Australia. Primo Foods is part of the JBS Group of global companies. Renaud is responsible for all things digital at …
In 1978 Douglas Adams wrote about the ‘Babel fish’ in his comic Sci Fi novel The Hitchhiker’s Guide to The Galaxy. By placing the Babel fish in their ear, a person can translate every known language in the universe. Jeeves.Plus, an enterprising Australian start-up, is turning the fictional fish into a practical reality. Launched in …
Customer experience has become a top priority for most organisations. Yet brands struggle to execute on their CX vision. Changing customer expectations and the impact of digital disruption are constantly rewriting the ground rules companies need to work by. In 2020 new trends will emerge adding to the list of existing challenges that are thwarting …
Personalisation is key to engaging consumers on mobile devices, according to research from Sinch. Yet most brands are not leveraging the data they need to offer the personalised experiences that customers want. The year 2020 is predicted to be the year of hyper-personalised CX. Fundamental to driving success in offering highly personalised experiences is the …
Organisations that understand the link between happy engaged employees and happy engaged customers will exceed in the experience economy. Successful EX (Employee Experience) equals successful CX. Yet these strategies are often not aligned to the detriment of both employees and customers. Research from the XM Institute highlights how organisations that are CX leaders consistently demonstrate …
Leading trends for Digital Experience in 2020 The range of digital touchpoints available for customers continues to expand. Brands must learn how to create engaging experiences at each touchpoint and combine these touchpoints into a compelling and cohesive experience of the brand. Gartner has just released a report that highlights the leading trends for 2020 …
In the past a brand’s reputation and success was built on the quality of its products and its ability to communicate its marketing message to a mass audience. These days its built on its ability to stay relevant to the ever-shifting needs and expectations of its customers. Brands that are slow to innovate and add …
Technology is dramatically reshaping the role of the contact centre and the tasks performed by contact centre agents. What will the contact centre of tomorrow look like? And what will be the role of the agents in the contact centre of the future? The first call centres emerged decades ago. Their primary role was to …
In the last 2 years, Australian Red Cross has redefined itself by becoming a customer centric organisation. Katrina Harrison, their Head of Customer Experience, explains the journey the organisation has taken and how that has impacted its vision and aims for the future. Main Picture: Katrina Harrison and her team. Established in 1914, Australian Red …