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The 2021 CX Divide Retail

The 2021 CX Divide Retail

Published By: Research Desk Released: Oct 22, 2021

The Australian energy landscape While there is an abundance of energy providers for Australians to choose from, 6 in 10 households consider AGL, Origin, or Energy Australia as their main…

The 2021 CX Divide Telecommunications

The 2021 CX Divide Telecommunications

Published By: Research Desk Released: Oct 14, 2021

Why customers matter more than ever While changing telecommunications (telco) providers can be an arduous process, it is set to become easier when the consumer data right (CDR) legislation is…

How to succeed with omni-channel customer service

How to succeed with omni-channel customer service

Published By: Research Desk Released: Oct 14, 2021

Delivering exceptional service across every interaction For more than a decade, nearly every enterprise has been striving to achieve omni-channel service: to deliver engaging customer service that meets customers on…

Creating customer- centric service with AI and automation

Creating customer- centric service with AI and automation

Published By: Research Desk Released: Oct 13, 2021

Change is the only constant The saying “the only thing that is constant is change” dates back to the ancient Greeks. And while this phrase may feel overused, it’s perhaps…

AI and Automation in Insurance

AI and Automation in Insurance

Published By: Research Desk Released: Oct 13, 2021

Once the stuff of science fiction, AI and automation are rapidly moving into the mainstream in many industries, from retail to banking. The insurance industry is finally waking up to…

Achieving digital customer service transformation

Achieving digital customer service transformation

Published By: Research Desk Released: Oct 13, 2021

We are at a moment of unique opportunity for customer experience leaders. Nearly every business is striving for customer centricity to better differentiate and retain valued customers. And today, new…

Accelerating success in insurance

Accelerating success in insurance

Published By: Research Desk Released: Oct 13, 2021

Riding the wave of change The last decade has seen an unprecedented scale and speed of change for the Insurance industry. The coming-of- age of many digital technologies and consumer…

6 Steps to simplifying service

6 Steps to simplifying service

Published By: Research Desk Released: Oct 13, 2021

Let’s face it, achieving frictionless service isn’t easy. With an ever-increasing number of channels available and rapidly shifting expectations, service is often filled with complexity. A new generation of patient…

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