Humanforce, a Sydney-based global provider of workforce management solutions, today announced the closing of a significant growth investment from Accel-KKR, a leading technology-focused private equity firm. This new round of funding will enable Humanforce to rapidly expand its suite of solutions, pursue acquisitions and enhance its market leadership position with frontline and deskless workforces.  Since Accel-KKR’s ...

The Australian Taxation Office (ATO) has selected Qualtrics to help improve the delivery of support and services to Australian citizens. The multi-year agreement aims to provide the ATO with the ability to capture, analyse, and act on feedback shared with the agency, Qualtrics CustomerXM™ will enable the ATO to rapidly identify and meaningfully address customer ...

The InMoment and inQuba partnership combines inQuba’s journey management tool with InMoments customer feedback and insights platform to offer a more comprehensive CX solution to analyse omnichannel customer experiences and understand why customer stall or quite a transaction. The combined toolkit tracks individual journeys by overlaying context, understanding segments, anticipating an action with visual analytics ...

The acquisition of Black Dot Consulting Pty Ltd (“Blackdot”) will strengthen EY’s customer transformation and growth capabilities. Blackdot is an experienced customer consultancy that provides customer strategy, design and implementation services to assist clients achieve long lasting customer-centred growth.  Founded in Sydney Australia in 2001 by Marty Nicholas, Blackdot has served clients globally through a ...

As a result of the investment in digital customer engagement, companies have boosted total revenues by an average of 64%, according to research from Twilio. The findings are from Twilio’s State of Customer Engagement Report, which reflects the findings from a survey of 3,450 business leaders and 4,500 consumers across 12 countries. “The research clearly ...

Just over half of Australians and New Zealanders (53 per cent) said their experiences of interacting with government services directly affect how they vote, according to new Qualtrics research released today, with 25 per cent saying it has a significant impact. With government agencies across the countries working to modernise and expand their services in ...

Cyara have announced a new partnership with VIS Global to help enterprises improve the quality of CX services across the Asia Pacific (APAC) region.  Catalysed by the pandemic, enterprises have accelerated their migration to cloud CX platforms and the transition to digital customer contact channels, which comes with increased risk and quality assurance costs. The ...

Wodonga TAFE has recently undertaken a cloud transformation journey with the goal of improving the quality of service that current and prospective students receive after recognising the need to increase visibility of incoming calls and reporting on customer experience (CX) across both its CX and student administrative services contact centre teams. The organisation also required ...

As businesses continue to navigate macroeconomic challenges in 2022 – from supply chain disruptions, through rising costs, and labor shortages – customer experience will firmly be in the spotlight. However, new research from Qualtrics  shows that nearly 9 in 10 Aussies were dissatisfied with their experiences as customers in 2021. Based on insights from 1,000 ...

Gartner recently released its 2021 Magic Quadrant for Voice of the Customer, naming Qualtrics, Medallia, InMoment and Forsta as the current leaders in this category. Many other vendors, however, are hot on the heels of these leaders as this market continues to expand and diversify. A Voice-of-Customer (Voc) program is core to most CX / ...