Contact Centres invented gamification
Gamification, the systemised process of applying gaming mechanisms to engage employees and customers […]
What is Customer Experience Ecosystem?
Every company’s ecosystem is unique. The earlier you understand and respect your company’s […]
The Bots are Coming! Will They Save Customer Service?
Today’s customers are impatient. They want to — and have the right to […]
Who controls the marketing tech stack in 2017: The CIO or CMO?
A funny thing happened along the way to using technology to better connect […]
How Will Internet of Things Impact Omni Channel Customer Service Offerings?
Every organisation is almost in a frenzy on how to provide customers martini […]
Are you talking omni-channel customer experience but in fact you’re still organized multi-channel?
Remember when we used to talk about “channels and media”? Channel meant physical […]
Bank Contact Centers: Dial ‘T’ for Transformation
These phone-centric operations, reimagined and reenergized, can hold the key to retail banking’s […]
Pushing the Right Customer Buttons in the Contact Center
Businesses of all shapes and sizes leverage interactive voice response (IVR) technology because […]
Customer Experience: It’s All About the Details
Everybody’s talking about customer experience these days. Like a flashy new car or […]
What’s Hot in 2017: 5 Tech trends that will shape the future of customer experience
The tech developments of today will have a significant impact on how customers […]
Leading The Shift To A Digital Business With Determination
Digital transformation is still a blurry topic of varied definitions and diverse mindsets […]
National digital identity framework prototype only weeks away
The Digital Transformation Office will release details of how it plans to build […]
4 Epic Event Customer Service Fails (and How You Can Learn from Them!)
Customer service is key in any industry, but in events it can make […]
Building customer insights in the data and digital age
The arrival of big data has delivered a plethora of new data for […]
Interactive Intelligence in merger talks with Genesys
Genesys Telecommunications Laboratories Inc., the maker of call-center software, is in early talks […]
Digital Revolution Becoming An Overpowering Thing For Telecom Sector
There was once a time when driving a car was easy and simple […]
Artificial Intelligence Promises to Lighten Our Boring Workloads
From the Spinning Jenny, a mechanical weaver that increased worker’s output and contributed […]
Digital Transformation Starts with the Customer
People frequently throw around the term “digital transformation” when discussing modernizing business applications […]
Artificial Intelligence: Bringing Humanity to Big Data & Customer Experience
Artificial intelligence has seeped into the lives of everyone with an internet connection. […]
Accenture Reports Strong Revenue Growth, Helped by Digital
Accenture ( ACN) reported strong growth in its latest quarter and raised earnings […]
First-quarter M&A slides to 12-year low as volatility bites
Bankers and lawyers are hopeful deal volumes will accelerate this year after immense […]
Mastering Customer Experience Starts With Customer Journey Mapping
Marketing in the modern world means making a personalized connection with your consumer […]
Aspect Software files for bankruptcy with creditor plan
Aspect Software Inc filed for bankruptcy on Wednesday with a plan backed by […]
Why Be a Great Place to Work?
How does your employee experience rate relative to other companies? Would your employees […]
Customer Experience – It’s not just about supply, listen to demand.
Today is a very dear friend’s birthday — and I only remembered last […]
Samsung Is Opening A Massive Flagship Store That Doesn’t Stock Any Products
On Monday, Samsung opened a new 40,000-square-foot store in New York’s Meatpacking District. […]
Nokia CEO ended his speech saying this “we didn’t do anything wrong, but somehow, we lost”.
During the press conference to announce NOKIA being acquired by Microsoft, Nokia CEO […]
How Does Technology Impact the Customer Experience?
To innovate and get ahead of competitors and market trends, it’s critical for […]
CX initiatives failing in large Australian companies due to disconnect with business strategy
70% of large Australian companies are failing to align customer experience strategies with […]
Why Live Streaming Video is The Next Big Thing for Business (and How to Use It)
Have you ever used live steaming video to tell your brand’s story? Real-time […]
Mergers and Acquisitions
Mid August saw a heavy flow of mergers and acquisition (M&A) activity in […]
The Bigger Picture
In the bigger picture, with the value of the Australian dollar almost relative […]
A Little TLC
There is no substitute for the golden human touch. In the contact center […]