Kantar, Bain and Company and Qualtrics today announce they are working in partnership to establish a set of jointly-endorsed CX standards. This first ever cross-industry effort introduces a common language for excellence in the CX industry and standards to elevate the quality of CX practices across all industries. Kantar data shows that brands that deliver …
A new report from the Australian Loyalty Association in partnership with Power Retail, has exposed a significant challenge for the retail sector: nearly 60% of Aussies are unwilling to share their data with retailers, signalling a general distrust in the handling of their personal data. Drawn from a survey of over 2,800 engaged shoppers, and …
Recent research by Robert Walters suggests a shift in what employees deem most important to their job in 2024. The study surveyed over 2,000 white-collar professionals in Australia and found that flexibility and work-life balance have become the top priority for employees. Out of those surveyed, 45% stated that work-life balance is the most important …
Anthony brings over two decades of leadership experience in the adtech industry having previously served as Executive Vice President at Amplified Intelligence, Managing Director for Rakuten Advertising, and General Manager at Salmat. Anthony has demonstrated expertise in launching global organisations into the ANZ and APAC markets and delivering tailored strategies to meet local market needs …
NICE has launched its 2024 International Happiness Index which highlights the opportunity gap between consumer demands and what businesses are delivering when it comes to CX. The index found most consumers believe if organisations leverage digital and AI solutions in customer service, it can close the gap and make them happier and more loyal consumers. …
New report, published by Intuit, highlights 12 tactics brands need to adopt to build loyalty with their customers. The report includes findings from a survey of 4,000 consumers across the United States, Canada, the United Kingdom and Australia – with 1,000 participants per market – and qualitative interviews with eight global marketing experts. “The Science …
Intuit has released a new report, “Brand Trust In the Age of Information Overload”, which focuses on the evolving relationship between brand and customer, consumer spending motivations, and how businesses can best connect with customers in today’s climate. Sourced from a survey of 10,000 consumers across nine countries—including 1,000 in Australia—the results revealed that brand trust …
Flight Centre has adoptced a new artificial intelligence-powered customerexperience program, developed by Qualtrics, to boost customer satisfaction andraise agent productivity. With the new program in place, Flight Centre is able to capture, analyse,and act on structured and unstructured feedback across emails, chat, messaging,social, online review, traditional surveys, and more, to build a more completeview of …
As Australian businesses continue to grapple with data security and privacy concerns, they remain on the back foot when it comes to navigating data management amidst the rise of AI. A recent poll conducted at a Melbourne event by customer engagement platform Twilio finds that over a third of businesses (34%) say data security is …
New research from Robert Walter has revealed that 93% of employees admit their manager contributes a great deal to their happiness at work. With only 2% stating their manager doesn’t contribute to their job satisfaction at all. Starting a new job can be a daunting time, but entering a new workplace in a senior leadership …