CX-Spotlight

Taken from our webinar discussing out latest report, the 2021 APAC CX Maturity Report.

Want to know how customer experience leaders have risen to the challenges of the COVID-19 pandemic? Learn about the steps you can take to help transform your CX performance and deliver better customer outcomes.

Based on a study of over 400 respondents across Australia, New Zealand and Singapore, our latest CX maturity report evaluates the state of customer experience across industries. Dr Steve Nuttall, Fifth Quadrant’s Director of CX Research, and guests from Verizon will look at the latest data, shine a light on what defines a CX leader, discuss how to accelerate your CX programs and take questions from the audience.

Taken from our webinar discussing out latest report, the 2021 APAC CX Maturity Report.

Want to know how customer experience leaders have risen to the challenges of the COVID-19 pandemic? Learn about the steps you can take to help transform your CX performance and deliver better customer outcomes.

Based on a study of over 400 respondents across Australia, New Zealand and Singapore, our latest CX maturity report evaluates the state of customer experience across industries. Dr Steve Nuttall, Fifth Quadrant’s Director of CX Research, and guests from Verizon will look at the latest data, shine a light on what defines a CX leader, discuss how to accelerate your CX programs and take questions from the audience.

Taken from our webinar discussing out latest report, the 2021 APAC CX Maturity Report.

Want to know how customer experience leaders have risen to the challenges of the COVID-19 pandemic? Learn about the steps you can take to help transform your CX performance and deliver better customer outcomes.

Based on a study of over 400 respondents across Australia, New Zealand and Singapore, our latest CX maturity report evaluates the state of customer experience across industries. Dr Steve Nuttall, Fifth Quadrant’s Director of CX Research, and guests from Verizon will look at the latest data, shine a light on what defines a CX leader, discuss how to accelerate your CX programs and take questions from the audience.

Taken from our webinar discussing out latest report, the 2021 APAC CX Maturity Report.

Want to know how customer experience leaders have risen to the challenges of the COVID-19 pandemic? Learn about the steps you can take to help transform your CX performance and deliver better customer outcomes.

Based on a study of over 400 respondents across Australia, New Zealand and Singapore, our latest CX maturity report evaluates the state of customer experience across industries. Dr Steve Nuttall, Fifth Quadrant’s Director of CX Research, and guests from Verizon will look at the latest data, shine a light on what defines a CX leader, discuss how to accelerate your CX programs and take questions from the audience.

Conversations in Isolation is a series of podcasts from CX spotlight where Steve Nuttall, Director of Fifth Quadrant, sits down for an honest conversation with business leaders about the rapid changes happening in the world during the COVID-19 crisis... from the safety of isolation.

Our eighth episode features Sreelesh Pillai, General Manager of Freshworks Australia. Sree was Freshworks’ 7th overall employee and moved across to Australia from India over five years ago to build the Australian arm of the business.

We discuss why customer experience is the key differentiating factor for any business looking to thrive in today’s connected world, how employee engagement directly impacts, the experience that end customers receive and the ways that AI is automating service and augmenting human customer service agents.

Conversations in Isolation is a series of podcasts from CX spotlight where Steve Nuttall, Director of Fifth Quadrant, sits down for an honest conversation with business leaders about the rapid changes happening in the world during the COVID-19 crisis... from the safety of isolation.

Our Seventh Episode Features Gillian Stapleton, CEO of Direct Selling Australia. DSA is the industry body representing direct selling companies in Australia, a retail channel that supplies products from non-fixed locations and attracts over 400,000 entrepreneurs in Australia.

I’ve really been looking forward to this conversation, to understand how COVID-19 has impacted the direct selling business model and what the future looks like for DSA’s members.

We talk about how Gill is guiding the Association and the industry through the current pandemic and into a new phase of growth as well as her passion for running marathons: 11 completed in 10 years including the now famous 2013 Boston Marathon.

Simon Vatcher, Managing Director at Avaya, Australia and New Zealand joins Steve Nuttall, Director of Fifth Quadrant for a conversation in isolation.

They talk about Simons unique experience having left his role as Vice President of Optus to take up the challenge of leading Avaya in the middle of a global pandemic.

Steve Fletcher, National WHS and Quality Manager at Drake International, joins Steve Nuttall, Director of Fifth Quadrant for a conversation from isolation. Steve squared talk about the safety aspects that most organisations probably aren't, from the ergonomic shortfalls of working from the kitchen table to the emotional welfare of staff.

Make sure you check out the Drake Safety Work Health and Safety

Guide & Checklist here: https://bit.ly/2CFvzMo

If you have any questions about how Drake can help your organisation, contact them on the Solutions National Number: 1300 362 262

Fiona Keough, CEO of Auscontact, sits down with Steve Nuttall, Director of Fifth Quadrant for a conversation from isolation. They chat about how Auscontact is supporting an industry under intense pressure during the last 12 months.

Gary McCourt, Head of Operations Services Centre for BGIS, sits down with Steve Nuttall, Director of Fifth Quadrant for a conversation from isolation. They chat about the smooth transition many Australian contact contact centres were able to pull off on the way to a work from home environment, and the challenges that await organisations heading back to the office.