CX

Businesses are investing more money in technology to differentiate the experience between various channels, however consumers are almost equally as satisfied on dissatisfied with different channels.  That’s according to Vikram Sehgal, VP analytics strategy APAC at Forrester. During the Forrester CX event in Sydney last week, Sehgal told attendees when

Companies that fail to deliver quality customer service experiences could see an adverse impact to their bottom-line. That’s a key takeaway from Zendesk’s Quantifying the Business Impact of Customer Service in Australia Report 2019. The research reveals that businesses failing to address bad customer experiences may be losing loyal customers

There are three key reasons to why customer experience is vital in child sponsorship, according to Teresa Sperti, chief marketing, data and product officer at World Vision. At the Forrester CX event in Sydney last week Sperti said the charity sector is one of the most competitive markets in Australia

Digital maturity varies widely across sectors. Generally, digital leaders have a leg up when it comes to delivering experiences. But other brands will get little sympathy from consumers, who increasingly demand more and benchmark every experience against digital leaders. That is according to Des Cahill, Oracle CX VP and CMO.

The message out of Oracle’s Customer Experience event in Las Vegas last week, is that the company is leveraging its strong database heritage and building a three-pillar strategy; connected data, connected experience and connected intelligence. Which-50’s invitation to the event was obviously lost in the mail, so we tracked down

Survey software company SurveyMonkey is buying Usabilla, a leading global Voice of Customer (VoC) technology provider. The cash and equity deal is worth around $80 million and is expected to close  in Q2 2019. Headquartered in Amsterdam, Usabilla has 450 customers in 35 countries Lufthansa, Philips, and Vodafone, which use

Companies of all sizes across industries and geographies aren’t equipped to keep up with ever increasing customer expectations, according to a new report from Zendesk. In Australia, a majority of consumers (88 per cent) view customer service as a key factor when making a purchasing decision. Equally important is price

Nobody gets out of bed in the morning determined to make life hard for their customers — yet many brands still struggle to meet the expectations of their customers. The internal complexity of business is a big part of the problem, according to Charmaine Chua, head of product at Singapore

Nicole Fishers, Deputy Chief Information Officer at Flinders University, and Dell’s Chief Privacy Officer, Sooji Seo, were among the speakers on the Future of the Connected Workforce panel at Boomi World, discussing the favourable impact a robust application and data integration solution has on customer and employee experience. Flinders University

Every marketer has heard a horror story where a brand went viral for horrible customer experience with social media enhancing the frequency of those stories twofold. But these stories beg to ask the question: Do brands assume they know what customers want? The answer seems to be yes. According to