CX-Spotlight

I recently met up with Todd Revolt, Vice President Business Development and Partnerships at Stackla during a Sitecore conference in Sydney. We had a great chat about Stackla, what it does and doesn't do. He shared where the business is headed with respect to better personalisation and through the deployment of AI. We also talked about the generation of like and more in this short podcast episode. Enjoy! Brad

Recently, Brad Arsenault, Marketing Manager at Fifth Quadrant caught up with Steve Barker, ANZ COO Acticall Sitel Group to talk about the evolution of Customer Experience, the growing pains associated with the roll-out of the NBN, some of the new things coming from Sitel over the next year and more... Thanks for listening.

SPECIAL: From ACA Research, our sister company, with Heather Jones Account Director - Healthcare who recently sat down with Jeremy Paton, Team Engagement Solutions Lead at Avaya in Australia for a short conversation on how Jeremy and his team at Avaya are seeking to reshape the healthcare worker experience and how that's translating into a better patient experience and outcome.

Transforming Local Government Part 1 of 2

By digitising processes and making organisational changes, governments can enhance services, save money, and improve citizens’ quality of life.

The ‘Smart Cities Plan – Building the cities of tomorrow’ Report released by the Department of the Prime Minister & Cabinet in 2016 emphasises the importance of citizen-focused and productive service delivery. To be successful, government agencies & departments are using technology to deliver citizen centric services.

Discussion Points:

- Customer Experience challenges of a Modern Council

- Citizen Experience, what does “good” look like?

- Digitalisation of Local Government today and tomorrow

- Prioritising people, process and technology transformation in Local Government

By digitising, governments can provide services that meet the evolving expectations of citizens and businesses, even in a period of tight budgets and increasingly complex challenges.

Listen to Kristi Mansfield, Oracle’s CX Strategy & Transformation Director and Trevor Philpot, Oracle's Director of Field Service and Transformation as they discuss the digitalisation of local government and modern best practices for citizen engagement.

For more information about Oracle’s focus on Local Government:

https://www.oracle.com/industries/public-sector/national-local-government.html

http://www.oracle.com/us/industries/public-sector/national-local-government/city-platform/index.html

Digitisation of Local Government Part 2 of 2

By digitising processes and making organisational changes, governments can enhance services, save money, and improve citizens’ quality of life.

The ‘Smart Cities Plan – Building the cities of tomorrow’ Report released by the Department of the Prime Minister & Cabinet in 2016 emphasises the importance of citizen-focused and productive service delivery. To be successful, government agencies & departments are using technology to deliver citizen centric services.

Discussion Points:

- Customer Experience challenges of a Modern Council

- Citizen Experience, what does “good” look like?

- Digitalisation of Local Government today and tomorrow

- Prioritising people, process and technology transformation in Local Government

By digitising, governments can provide services that meet the evolving expectations of citizens and businesses, even in a period of tight budgets and increasingly complex challenges.

Listen to Kristi Mansfield, Oracle’s CX Strategy & Transformation Director and Trevor Philpot, Oracle's Director of Field Service and Transformation as they discuss the digitalisation of local government and modern best practices for citizen engagement.

For more information about Oracle’s focus on Local Government:

https://www.oracle.com/industries/public-sector/national-local-government.html

http://www.oracle.com/us/industries/public-sector/national-local-government/city-platform/index.html

Part 2 of 2 from our Webinar:

How was 2016 for customer experience? And what can we look forward to in 2017?

A new year is before us. What have we learnt from the last 12 months and where are we heading in 2017?

There is plenty to consider as you map out your CX plans for next year. Consumers are making it clear how they want to engage and where B2C organisations need to lift their game.

Hosts Peter Vasey, Senior Marketing Manager, APAC, at LogMeIn and Steve Nuttall, Research Director at Fifth Quadrant, review the customer experience year that was and what to expect in this new year.

By listening to this podcast you will learn about:

- The 5 trends to focus on in 2017

- Where consumers say you need to focus in customer engagement

- Which channels are most and least effective for servicing customers

Join Presenters: Steve Nuttall, Research Director at Fifth Quadrant & Peter Vasey, Senior Marketing Manager, APAC at LogMeIn

Part 1 of 2 from our Webinar:

How was 2016 for customer experience? And what can we look forward to in 2017?

A new year is before us. What have we learnt from the last 12 months and where are we heading in 2017?

There is plenty to consider as you map out your CX plans for next year. Consumers are making it clear how they want to engage and where B2C organisations need to lift their game.

Hosts Peter Vasey, Senior Marketing Manager, APAC, at LogMeIn and Steve Nuttall, Research Director at Fifth Quadrant, review the customer experience year that was and what to expect in this new year.

By listening to this podcast you will learn about:

- The 5 trends to focus on in 2017

- Where consumers say you need to focus in customer engagement

- Which channels are most and least effective for servicing customers

Join Presenters: Steve Nuttall, Research Director at Fifth Quadrant & Peter Vasey, Senior Marketing Manager, APAC at LogMeIn

This podcast presents new Australian and New Zealand findings on CX, highlighting the disconnect between customer expectations and reality as businesses integrate their channels on the road to digital transformation.

Don’t miss this special presentation, packed with locally relevant insights, as Dr. Steve Nuttall, Head of CX Research for Fifth Quadrant digs deeper into the results of the study to understand the current state of customer experience in Australia and New Zealand.

Includes:

- Top regional insights from the survey

- What companies are doing to deliver the optimal experience

- How the digital experience impacts customer loyalty

This podcast presents new Australian and New Zealand findings on CX, highlighting the disconnect between customer expectations and reality as businesses integrate their channels on the road to digital transformation.

Don’t miss this special presentation, packed with locally relevant insights, as Dr. Steve Nuttall, Head of CX Research for Fifth Quadrant digs deeper into the results of the study to understand the current state of customer experience in Australia and New Zealand.

Includes:

- Top regional insights from the survey

- What companies are doing to deliver the optimal experience

- How the digital experience impacts customer loyalty

Customers are clearly in charge and businesses that understand what their customers need and want are winning. Some of the winners are new entrants, the disrupters, and others are more traditional organisations that have been fast to understand the changing customer-led landscape.

The challenge for traditional enterprises is to become customer-native, or ‘Customer-In’. Fifth Quadrant’s research shows 34% of businesses say personalisation is a priority for 2016, but customer expectations are moving faster than they can keep up. Those at the forefront of Customer Experience are now looking to offer a more personal experience for the individual.

With Kristi Mansfield, Director of CX and Transformation at Oracle and Dr Steve Nuttall, Head of CX Research at Fifth Quadrant for this informative webinar in which we’ll provide relevant research and practical tips on developing your personalisation strategy and a look to the future on individualisation.