Giving employees collaboration tools via the cloud and unified communications (UC) to create better customer experiences (among other critical objectives) is smart business … and Australian business leaders know it. Employees are being given access to tools from anywhere via any device, to encourage collaboration and productivity across an organisation’s communications network, be that between …
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 in 2018. CRM made up almost a quarter of that revenue. Roughly 72.9% of CRM spending was on software as a service (SaaS) in 2018, …
To cope with the avalanche of digital information and activities, customers — like organisations — are increasingly turning to automation. There’s a lot of discussion about how enterprises continue to invest in artificial intelligence (AI) to save time and money, but we often overlook the next generation of customers being equally amenable to conducting their …
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 Forrester CX Index 2018, little progress has been made in the last few years – brands simply aren’t doing enough to innovate and differentiate themselves …
When you interact with a company’s customer service, would you rather the person you’re dealing with help with your inquiry, or spend time fumbling with systems and tasks? If you’re like me, I want to get my problem or question handled correctly first go and be provided a solution that gives me satisfaction and closure. …
As a focus on Customer Experience (CX) in business and media continues its rise in popularity globally, a common question that is often asked – who owns the customer? Particularly when the remit of the CX and marketing teams overlap (and they almost always do), business leaders are at risk of siloing their CX projects …
Over 20% of the world’s population has a disability, that’s one in five individuals. The combined Australian spending power of people with disabilities is AU$54million a year. Combine this with the fact that we’re all living longer, increasing the incidence and definitions of disability. The power of the Purple Pound is on the rise. For …
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 new technology to increase sales and productivity. However, many retailers are failing to realise the full benefits of their investments. “Many retailers are deploying new …
Happy customers are cheaper to service, less price sensitive and less likely to churn. Customer happiness goes beyond customer satisfaction by creating an emotional connection with a brand’s products and services. The challenge lies in understanding what makes customers happy and how much value this brings to the business. Most organisations have developed extensive surveys …
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 challenge for organisations to leverage this data. But the rewards promise to be substantial. Organisations are looking for the ability to make better talent decisions …