Digital is as digital does – a new study by Fiserv called “The Global Rise of Digital Goods and Services,” found that nearly three quarters (74 per cent) of online purchases […]
Why emotional intelligence matters when using AI for customers experience
With AI becoming the norm in customer contact channels, businesses need to combine the efficiency of artificial intelligence with the emotional intelligence of a real personal connection to create the […]
Trust and the role it plays in building strong customer relationships
With privacy concerns at an all-time high and institutional trust at an all-time low, organisations must differentiate themselves by being a business that consumers can trust. Charles Heunemann, Managing Director […]
Are you ready for New WannaCry?
A recent vulnerability announced by Microsoft has left legacy systems open to exploitation with the threat of a new ‘WannaCry’ ransomware attack. With legacy systems being primary targets for cyber-criminals, […]
How to establish a safe working environment for your staff
According to Australian Jobs 2018 report by the Department of Jobs and Small Business, the Healthcare sector, Australia’s highest employed industry, faces a barrage of workplace injuries and illness primarily […]
Why Australian retailers are leading the way in CX
Too many retailers are neglecting the post-purchase experience and are missing out on valuable customer feedback that can improve their products and shopping experience. Tink Taylor, Founder and President of […]
The power of human connection
With the growing number of automated customer services, the power of human connection is often underestimated. With the right tools and understanding of their customers, businesses can provide effective and […]
The True Business Value of Conversation
With brands investing more and more into online communication channels, they are losing out on valuable consumer touchpoints by not focusing on human interactions to leverage their products and services. […]
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