Don’t delight, don’t innovate, and don’t correlate data – those customer experience strategies have very limited returns, according to Ed Thompson, Gartner VP and distinguished analyst. And he revealed that the gap between customer experience leaders and runners-up is growing substantially, with those on top being “disproportionately rewarded”. Speaking at

Almost a third of Australians are willing to support data sharing in an open banking environment, but only if privacy and security concerns are addressed, according to research from Unisys Corporation into Australia’s banking industry. The research also found Australian consumers are less willing than those in other Asia Pacific countries

Australian entertainment and media companies must assess trust and create, capture and monetise their trust assets in order to find growth in the next five years, according to a PwC Australia report. PwC’s 17th annual Australian Entertainment & Media Outlook analyses trends and consumer and advertising spend across 12 segments

Customer Experience

Great customer support can be thought of as just being always there at the right time. That’s the view of Caitlin Green, CEO of KINSHIP digital — a local digital agency that has built a specialist practice around the Sprinklr customer experience platform and social data insights. KINSHIP digital has

Vendors often like to employ great lofty narratives to sell their vision. And fair enough as there are often great and lofty rewards in play. Users, however, often have more prosaic concerns. That reality was brought home again at this week’s Salesforce Connections 2018 conference in Chicago. What the heck

The increasing adoption of in-flight entertainment and connectivity systems by airlines and private aircraft operators will drive annual service revenues from an estimated $3.7 billion in 2018 to over $8.4 billion by 2023. The figures are contained in a new study by Juniper Research. Sign up for Which-50’s Irregular Insights

Pegasystems, the software company empowering customer engagement at the world’s leading enterprises, announced the availability of Pega Blockchain Innovation Kit to demonstrate the use of blockchain within Pega’s onboarding applications. The kit provides a Proof of Concept template for banks to test how Pega Know Your Customer (KYC) and Pega

The most significant innovation challenge facing legacy companies today is their lack of understanding about what business they are in. That’s the view of AccelerateHQ co-founder and partner Paul Shetler. He argues companies that treat digital as something different to their core business is a fundamentally flawed strategy when approaching

Four years ago, just 12 per cent of Australian citizens and businesses filing intellectual property and trademarks did so using digital services. It was an unsustainable practice as consumers and organisations were increasingly going digital, and warranted a change to the government agency responsible – Intellectual Property (IP) Australia. Sign

A new study from Juniper Research forecasts that consumer spend on Digital Commerce will reach $14.7 trillion by 2022, up by 60 per cent on last year’s figure of $9.2 trillion. The new research, Digital Commerce: Key Trends, Sectors & Forecasts 2018-2022, found that the largest global contributor to payments was