The contact centre agent of the future
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 …
Author: Mark Atterby
Mark Atterby has 18 years media, publishing and content marketing experience.
Helping to build better lives with customer centricity – Australian Red Cross
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 …
Letting the machines take control
The decisions being made by AI algorithms and machine learning are having an increasing impact on our lives, our jobs and our businesses. AI promises exciting possibilities for a wide …
CX Leadership Profile: Caroline Maillols, head of customer experience, MedicalDirector
Two years ago Caroline Maillols was appointed by MedicalDirector, a leading provider of healthcare and practice management software, to take charge of their CX and digital transformation strategy. Caroline’s job …
How does it feel? Understanding your customers’ emotions
Most brands understand that purchasing decisions are based more on how people feel rather than logic. According to Forrester, a customer’s emotional reaction to an experience impacts loyalty greater than …
Avoiding the most common customer persona pitfalls
Buyer or customer personas are a great tool to develop a profound understanding of your customers and the factors that influence their buying decisions. Personas are essential in creating engaging …
Strong sales growth for CEM and CRM applications
Worldwide spending on CEM and CRM applications grew 15.6% to reach $48.2 billion in 2018, according to research from Gartner. Worldwide enterprise application software revenue totalled more than $193.6 billion …
Why CX is stagnating
CX transformation projects can take years and cost millions of dollars. Though the potential benefits are enormous, CEOs can come under immense pressure to justify the costs. According to the …
Why Australian retailers are investing in mobile technology
Australian retailers are investing in mobile technology to improve instore experiences for customers. According to recent research from VDC Research, commissioned by SOTI inc, 34% of retailers are investing in …
Predictive Talent analytics – Analysing the employee experience
By analysing employee data, in a similar manner to how they assess sales and marketing data, organisations can significantly improve business performance while reducing recruitment and hiring costs. It’s a …