Featured Articles

Industry Experts Weigh Value of Employee Experience and Emotion to Attain Customer Experience Success

In order to achieve great customer experiences, ensuring that employee experience is as […]


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First-Line Workers Underutilised in Digital Transformation – Microsoft

A new survey research was released by Microsoft, and it indicates some workers […]


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HootSuite Releases Easy Methods of Generating Leads Through Social Media

Social media is a useful method in order to market goods and generate […]


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Experts Share Top Customer Experience Metrics to Evaluate Engagement Progress

For the majority of marketing professionals, customer experience and a customer-focused approach are […]


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Contact Centres invented gamification

Gamification, the systemised process of applying gaming mechanisms to engage employees and customers […]


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What is Customer Experience Ecosystem?

Every company’s ecosystem is unique. The earlier you understand and respect your company’s […]


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The Bots are Coming! Will They Save Customer Service?

Today’s customers are impatient. They want to — and have the right to […]


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Who controls the marketing tech stack in 2017: The CIO or CMO?

A funny thing happened along the way to using technology to better connect […]


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How Will Internet of Things Impact Omni Channel Customer Service Offerings?

Every organisation is almost in a frenzy on how to provide customers martini […]


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Are you talking omni-channel customer experience but in fact you’re still organized multi-channel?

Remember when we used to talk about “channels and media”? Channel meant physical […]


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Bank Contact Centers: Dial ‘T’ for Transformation

These phone-centric operations, reimagined and reenergized, can hold the key to retail banking’s […]


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Pushing the Right Customer Buttons in the Contact Center

Businesses of all shapes and sizes leverage interactive voice response (IVR) technology because […]


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Customer Experience: It’s All About the Details

Everybody’s talking about customer experience these days. Like a flashy new car or […]


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What’s Hot in 2017: 5 Tech trends that will shape the future of customer experience

The tech developments of today will have a significant impact on how customers […]


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Leading The Shift To A Digital Business With Determination

Digital transformation is still a blurry topic of varied definitions and diverse mindsets […]


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National digital identity framework prototype only weeks away

The Digital Transformation Office will release details of how it plans to build […]


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4 Epic Event Customer Service Fails (and How You Can Learn from Them!)

Customer service is key in any industry, but in events it can make […]


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Building customer insights in the data and digital age

The arrival of big data has delivered a plethora of new data for […]


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Interactive Intelligence in merger talks with Genesys

Genesys Telecommunications Laboratories Inc., the maker of call-center software, is in early talks […]


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Digital Revolution Becoming An Overpowering Thing For Telecom Sector

There was once a time when driving a car was easy and simple […]


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Artificial Intelligence Promises to Lighten Our Boring Workloads

From the Spinning Jenny, a mechanical weaver that increased worker’s output and contributed […]


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Digital Transformation Starts with the Customer

People frequently throw around the term “digital transformation” when discussing modernizing business applications […]


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Artificial Intelligence: Bringing Humanity to Big Data & Customer Experience

Artificial intelligence has seeped into the lives of everyone with an internet connection. […]


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Accenture Reports Strong Revenue Growth, Helped by Digital

Accenture ( ACN) reported strong growth in its latest quarter and raised earnings […]


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First-quarter M&A slides to 12-year low as volatility bites

Bankers and lawyers are hopeful deal volumes will accelerate this year after immense […]


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Mastering Customer Experience Starts With Customer Journey Mapping

Marketing in the modern world means making a personalized connection with your consumer […]


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Aspect Software files for bankruptcy with creditor plan

Aspect Software Inc filed for bankruptcy on Wednesday with a plan backed by […]


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Why Be a Great Place to Work?

How does your employee experience rate relative to other companies? Would your employees […]


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Customer Experience – It’s not just about supply, listen to demand.

Today is a very dear friend’s birthday — and I only remembered last […]


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Samsung Is Opening A Massive Flagship Store That Doesn’t Stock Any Products

On Monday, Samsung opened a new 40,000-square-foot store in New York’s Meatpacking District. […]


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Nokia CEO ended his speech saying this “we didn’t do anything wrong, but somehow, we lost”.

During the press conference to announce NOKIA being acquired by Microsoft, Nokia CEO […]


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How Does Technology Impact the Customer Experience?

To innovate and get ahead of competitors and market trends, it’s critical for […]


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CX initiatives failing in large Australian companies due to disconnect with business strategy

70% of large Australian companies are failing to align customer experience strategies with […]


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Why Live Streaming Video is The Next Big Thing for Business (and How to Use It)

Have you ever used live steaming video to tell your brand’s story? Real-time […]


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Mergers and Acquisitions

Mid August saw a heavy flow of mergers and acquisition (M&A) activity in […]


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The Bigger Picture

In the bigger picture, with the value of the Australian dollar almost relative […]


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A Little TLC

There is no substitute for the golden human touch. In the contact center […]


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