CX-Spotlight

Individualisation is achieved when customer intention is anticipated, understood and actioned in the moment. This means giving the customer a total experience they want and desire to a segment of one. In practical terms, it’s possible to offer individualised pricing, products and services through the preferred channel in the moment and at the right time to customers. By bringing together multiple data sources, both structured and unstructured data from inside and outside the business, and using this information through predictive analytics and machine learning, businesses can deliver customers an individualised experience.

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.

Part 3 of 3. Why are consumers saying their customer experiences have worsened? In this final part of our three part series, Stephen Duignan and Steve Nuttall share priorities for contact centre managers and Steve Nuttall shares his top 10 key considerations for CX success.

There is a significant focus in many businesses around customer experience. Yet consumers say that they still have trouble connecting to a representative who can help them. Many consumers are walking away from businesses who deliver poor service. in fact, recent research show that up to 90% of consumers in Australia and New Zealand have done so in the past 12 months.

So where are B2C organisations going wrong and what needs to be done to improve?

Stephen Duignan, VP International Marketing at LogMeIn and Steve Nuttall, Research Director at Fifth Quadrant, dig into the key findings from brand new customer engagement research conducted in Australia and New Zealand.

Part 2 of 3. Why are consumers saying their customer experiences have worsened? In this second of three parts, Stephen Duignan and Steve Nuttall dig deeper into regional research to illustrate the disconnect between customer experience and contact centre beliefs. The results might surprise you.

There is a significant focus in many businesses around customer experience. Yet consumers say that they still have trouble connecting to a representative who can help them. Many consumers are walking away from businesses who deliver poor service. in fact, recent research show that up to 90% of consumers in Australia and New Zealand have done so in the past 12 months.

So where are B2C organisations going wrong and what needs to be done to improve?

Stephen Duignan, VP International Marketing at LogMeIn and Steve Nuttall, Research Director at Fifth Quadrant, dig into the key findings from brand new customer engagement research conducted in Australia and New Zealand.

Part 1 of 3. Why are consumers saying their customer experiences have worsened? In this first of three parts, Stephen Duignan and Steve Nuttall look at recent research into the rise of digital and mobile channels.

There is a significant focus in many businesses around customer experience. Yet consumers say that they still have trouble connecting to a representative who can help them. Many consumers are walking away from businesses who deliver poor service. in fact, recent research show that up to 90% of consumers in Australia and New Zealand have done so in the past 12 months.

So where are B2C organisations going wrong and what needs to be done to improve?

Stephen Duignan, VP International Marketing at LogMeIn and Steve Nuttall, Research Director at Fifth Quadrant, dig into the key findings from brand new customer engagement research conducted in Australia and New Zealand.

Recently, in an exclusive phone interview, Dr. Steve Nuttall, Head of CX Research at Fifth Quadrant spoke with Paul Malt, CIO of Auto & General. Listen and learn more about A&G's recent digital transformation and how the organisation is taking control of the omni-channel in part using Avaya's Breeze technology. Paul shares Auto & General's message of 'customer first' and what that means internally and externally.

Fifth Quadrant's Head of CX Research, Dr. Steve Nuttall, recently sat down with Flamingo.io founder and CEO Dr. Catriona Wallace for a one-on-one chat about her experience starting up Flamingo and taking it to the US and globally, how Flamingo is redefining the intelligent assistant and what the rise of AI means for FinTech both in the US and Australia, and finally what she sees as the biggest challenge and opportunity for Australian organisations seeking to do business with the US.

Join Dr. Steve Nuttall, Director of CX Research at Fifth Quadrant as he sits down with Jerry Macey, Executive Manager, Industry Insights at Commonwealth Bank of Australia for a discussion on the CBA’s recent release of the 2nd Edition of the Retail Insights Report. Find out what the report means for Australian retail businesses. Why are businesses with women in leadership roles ahead of the CX pack? Why is offering an integrated, seamless, and personalised customer experience good for business? Get the answers to these questions and more...

Thanks to smartphones and ubiquitous connectivity, consumers can engage with businesses, and share their experiences with their networks, anywhere and at any time.

In this episode, part 2 of our 2 part series, Roshandev Singh, Asia Pacific Enterprise Account Manager at LogMeIn, and Steve Nuttall, Research Director at Fifth Quadrant, as they look at at key findings from recent mobile engagement research conducted in Australia and New Zealand and what organisations need to consider when it comes to mobile. Rosh will share tips and best practices.

Thanks to smartphones and ubiquitous connectivity, consumers can engage with businesses, and share their experiences with their networks, anywhere and at any time.

In Part 1 of this 2 part series, join Roshandev Singh, Asia Pacific Enterprise Account Manager at LogMeIn, and Steve Nuttall, Research Director at Fifth Quadrant, as they look at at key findings from recent mobile engagement research conducted in Australia and New Zealand and what organisations need to consider when it comes to mobile.

Stuart Bocking (2UE) chats with our research expert, Steve Nuttall about the rise in sales in the luxury car market in Australia. Is a Ferrari in your future?