CX-Spotlight

Steve Nuttall, Head of CX Research at Fifth Quadrant chats with Peter Chidiac, MD Avaya ANZ about the state of the industry and what to expect in 2019 with respect to AI, machine learning, contact centres and the human factor. How will businesses pull together all of these elements?

Peter delves into the Smart City and discusses the future of our communities.

Steve Nuttall, Head of CX Research at Fifth Quadrant chats with Peter Chidiac, MD Avaya ANZ about the state of the industry and what to expect in 2019 with respect to AI, machine learning, contact centres and the human factor. How will businesses pull together all of these elements?

Steve Nuttall, Head of CX Research at Fifth Quadrant chats with Peter Chidiac, MD Avaya ANZ about the state of the industry and what to expect in 2019 with respect to AI, machine learning, contact centres and the human factor. How will businesses pull together all of these elements?

Steve Nuttall, Head of CX Research at Fifth Quadrant chats with Peter Chidiac, MD Avaya ANZ about the state of the industry and what to expect in 2019 with respect to AI, machine learning, contact centres and the human factor. How will businesses pull together all of these elements?

Part 1 of 3 - Amazon: Threat or Opportunity for Australian Businesses?

With hosts: Steve Nuttall, Head of CX Research at Fifth Quadrant and Matt Hampshire, Digital Sales Director, Oxygen, a DXC Technology Company.

Learn how you need to prepare for the coming of Amazon, how to remain relevant and how to meet your goals and manage these new challenges.

The topic of Amazon Marketplace in Australia is the hottest button in retail, but the manufacturing and supply chain implications are seemingly overlooked.

We will explore what the arrival of Amazon marketplace means for your business, your customer relationships and how you can future-proof them to stay relevant and compete in the 'Age of Amazon'.

Part 2 of 3 - Amazon: Threat or Opportunity for Australian Businesses?

With hosts: Steve Nuttall, Head of CX Research at Fifth Quadrant and Matt Hampshire, Digital Sales Director, Oxygen, a DXC Technology Company.

Learn how you need to prepare for the coming of Amazon, how to remain relevant and how to meet your goals and manage these new challenges.

The topic of Amazon Marketplace in Australia is the hottest button in retail, but the manufacturing and supply chain implications are seemingly overlooked.

We will explore what the arrival of Amazon marketplace means for your business, your customer relationships and how you can future-proof them to stay relevant and compete in the 'Age of Amazon'.

AmazonCustomer Experience

Part 3 of 3 - Amazon: Threat or Opportunity for Australian Businesses?

With hosts: Steve Nuttall, Head of CX Research at Fifth Quadrant and Matt Hampshire, Digital Sales Director, Oxygen, a DXC Technology Company.

Learn how you need to prepare for the coming of Amazon, how to remain relevant and how to meet your goals and manage these new challenges.

The topic of Amazon Marketplace in Australia is the hottest button in retail, but the manufacturing and supply chain implications are seemingly overlooked.

We will explore what the arrival of Amazon marketplace means for your business, your customer relationships and how you can future-proof them to stay relevant and compete in the 'Age of Amazon'.

Amazon Customer Experience

Steve Nuttall, Head of CX Research at Fifth Quadrant sits down with Scott Newman, Senior Director, Cloud Platforms and Infrastructure Solutions Consulting, Oracle ANZ to discuss IaaS, cloud migration, AI and machine learning and how businesses failing to adopt the tech risk getting left behind. But data security and cost overrun concerns remain top of mind for many IT professionals considering a move to the cloud. Listen in to find out how it all comes back to Customer Experience. Based on new research from Longitude Research.

Steve Nuttall, Head of CX Research at Fifth Quadrant has a one-on-one chat with Peter Chidiac about recent research conducted by YouGov titled Customer Experience in Banking. Listen as Steve and Peter take a look at the coming of AI, developments in passive voice authentication, security, personalisation, mobile banking and how new technologies will evolve the contact centre.

The proliferation of mobile devices and applications has given consumers more choices and flexibility in researching and purchasing products or services.

Hear leading customer experience executives from Fifth Quadrant & Booktopia discuss the trends impacting CX strategies and best practices in a discussion based format.

Discussion topics will include:

- How Millennials are influencing contact centre technology purchasing decisions

- Why the smart agent of the future is not solely based on artificial intelligence

- How an omni-channel strategy empowers your agents to better engage and solve problems in real time