Bendigo and Adelaide Bank aims to become Australia’s bank of choice

Please shareFacebookTwitterLinkedinDiggThe Bendigo and Adelaide bank wants to become the bank of choice for Australia within the next five years. Megan Papadopoulos, head of consumer connection, explains how their Customer Experience (CX) and digital transformation strategy is critical to the bank achieving its goals. The bank was formed by the merger of Bendigo Bank and …

The Omni-channel Experience: Strategy versus buzzword

Please shareFacebookTwitterLinkedinDiggAn omni-channel experience is about providing a seamless experience across all service and communication channels. Regardless of how or when or how often a customer wants to interact with a brand, they can. Over the years, however, omni-channel has become an over-used buzzword employed by vendors to sell technology and software. Rather than a …

Airlines and government information hotlines fail to meet the needs of up to one in three callers

Please shareFacebookTwitterLinkedinDiggCOVID-19 transformed the way we work across industries and the call centre environment is no exception. In fact, call centre agents became the critical front liners of many organisations. They quickly scrambled to shift operations so tens of thousands could work from home, while simultaneously dealing with an unprecedented surge in calls, many of …

Where does the customer journey end?

Please shareFacebookTwitterLinkedinDiggFrom Telstra Enterprise. End-to-end customer experience is the journey a customer takes from their initial thoughts or considerations to the actual purchase of a product. But the journey doesn’t end there! A customer’s initial buyer experience may have been sensational. The website was easy to navigate and the checkout process was simple and streamlined. …

How passive voice biometrics can reduce call handling time

Please shareFacebookTwitterLinkedinDiggCustomer-focused organisations know that trust and brand loyalty is built through consistent, high-quality, multi-channel branded experiences. But the reality is, many organisations struggle to provide consistent experiences across all channels. Despite the quick, seamless experience online customer service channels provide, customers are still struggling with agonising wait times and tedious ID verification questions before …