CX-Spotlight

Steve Nuttall, Director at Fifth Quadrant chats with Robert Le Busque, Regional Vice President Asia Pacific of Verizon, Chris Costley, Director Customer and Operations Transformation at IDP Education, and Mathew Wells, Solutions Executive at Verizon, about the key insights and implications from the CX Maturity Report 2020 and uncover how organisations can build and turn a self sustaining CX Flywheel.

Watch the whole conversation here:https://www.fifthquadrant.com.au/en-au/webinar-turning-the-customer-experience-flywheel

Steve Nuttall, Director at Fifth Quadrant chats with Robert Le Busque, Regional Vice President Asia Pacific of Verizon, Chris Costley, Director Customer and Operations Transformation at IDP Education, and Mathew Wells, Solutions Executive at Verizon, about the key insights and implications from the CX Maturity Report 2020 and uncover how organisations can build and turn a self sustaining CX Flywheel.

Watch the whole conversation here:https://www.fifthquadrant.com.au/en-au/webinar-turning-the-customer-experience-flywheel

Steve Nuttall, Director at Fifth Quadrant chats with Robert Le Busque, Regional Vice President Asia Pacific of Verizon, Chris Costley, Director Customer and Operations Transformation at IDP Education, and Mathew Wells, Solutions Executive at Verizon, about the key insights and implications from the CX Maturity Report 2020 and uncover how organisations can build and turn a self sustaining CX Flywheel.

Watch the whole conversation here:https://www.fifthquadrant.com.au/en-au/webinar-turning-the-customer-experience-flywheel

Steve Nuttall, Director at Fifth Quadrant chats with Robert Le Busque, Regional Vice President Asia Pacific of Verizon, Chris Costley, Director Customer and Operations Transformation at IDP Education, and Mathew Wells, Solutions Executive at Verizon, about the key insights and implications from the CX Maturity Report 2020 and uncover how organisations can build and turn a self sustaining CX Flywheel.

Watch the whole conversation here:https://www.fifthquadrant.com.au/en-au/webinar-turning-the-customer-experience-flywheel

Daniel Harding, Director of Australian Operations for MaxContact, sits down with Steve Nuttall, Director of Fifth Quadrant for a conversation from isolation. They chat about how contact centres are quickly adapting to a new operating environment and the double whammy they face of increased call volumes and agents being either unable to work, or unable to work in close proximity to each other.

To learn more about MaxContact visit: https://www.maxcontact.com/

Brendan Maree, 8x8 Vice President of Asia Pacific, returns for a chat with Steve Nuttall, Director of Fifth Quadrant from Isolation. They chat about the critical role Australia's technology leaders play in keeping businesses afloat and operational during the COVID-19 Crisis.

To learn more about 8x8 visit: https://www.8x8.com/au/about-us

In this episode, Steve Nuttall chats with Luke McGoldrick and Giri Iyer from Rubrik.

An introduction to Rubrik

Rubrik has been labelled a unicorn for its rapid success, much of which is focused on making life as easy as possible for its customers, with industry-leading support on top. How has Rubrik replicated this approach in A/NZ, and what has this meant for local customers?

Data headaches: What are the key data challenges faced by Australian organisations? How does this differ to those around the world? What is the impact on their ability to provide better CX? How do major trends like AI/IoT amplify this?

The importance of an end-to-end support model based around the unique requirements of each individual organisation: why understanding customers’ CX challenges is critical to those customers’ ability to modernise.

8x8 was recognised for its contact centre solution which includes ACD, IVR, omnichannel, dialer, reporting, customer journey analytics, quality management, speech analytics, surveys and knowledge base, all delivered on one unified platform.

To learn more about 8x8’s views on the ongoing evolution of the cloud, Steve Nuttall, Head of CX Research at Fifth Quadrant recently sat down with Brendan Maree, 8x8 Vice President of Asia Pacific.

Today, Dell Boomi is one of the leading players in the Australian integration market. How did Dell Boomi manage to move from newcomer to front-runner?

Australian government departments and the private sector can use data to build trust and loyalty at a time when customers/consumers are more vocal and powerful than ever before, with the ability to cause havoc with a single tweet from a bad experience.

We have seen many examples of how organisations have mismanaged customer data. What can organisations do to turn this around and harness data in a constructive way to build trusted and loyal relationships with customers?

Cities around the world, including here in Australia, are racing to declare themselves “smart” to become more efficient, safe and sustainable. What are the big data challenges to overcome in order to realise the ambitions for Smart Cities?

Hosted by Steve Nuttall, Head of CX Research at Fifth Quadrant. Special thanks to Chris McNabb, CEO Dell Boomi and David Irecki, Director – Solutions Consulting APJ Dell Boomi and the Watterson PR team in North Sydney.

In late May 2019 I was pleased to attend Experience Avaya in Singapore. It was a packed few days of keynotes and product tours which were attended by a diverse group of customers and partners from around the region and globe. Special thanks to Jim Chirico, Chris McGugan, Nidal Abou-Ltaif and Ahmed Helmy for taking time to sit down with me and run through Avaya's business and tech plans moving in to 2020. This podcast takes a closer look at the company's culture of trust as a means to achieving its goals - by providing superior employee experiences that lead to amazing customer experiences.