Businesses across Australia are risking 7% of their revenue due to poor customer experiences – putting USD$56 Billion in consumer spending at risk in the country. Based on analysis of data from the Qualtrics 2023 Global Consumer Trends report, which includes insights from more than 1,100 respondents in Australia, consumers say they have very poor ..read more

Forsta have appointed Henry Pooley to be Managing Director for the Asia Pacific (APAC) region, signalling a more significant focus on the region going forward. An experienced senior executive, team leader and commercial business strategist, Pooley has nearly two decades of experience in managing and leading global sales and client management teams, with special expertise in ..read more

Freshworks have announced an infusion of artificial intelligence (AI) across its modern, easy-to-use customer experience solutions. The collection of updates across the Freshworks portfolio of products is designed to make work easier, more productive and more delightful, with automation that is easy to use and fast to implement through AI that is natively built-in to ..read more

Sugar CRM and ResPax have announced a strategic partnership offering the first fully integrated CRM and tour booking platform for the travel and tourism industry. The goals of the partnership are to help fuel travel and tourism industry growth through cutting-edge tools to scale operations, turbocharge visitor numbers, boost customer experience and loyalty, enhance job ..read more

Scope, one of Australia’s largest providers of disability support services, has chosen the NICE CXone platform to help streamline its contact centre operations and better support its clients across Victoria and New South Wales (NSW). Scope has more than 70 years of experience supporting people with physical, intellectual, and multiple disabilities and developmental delays. Following ..read more

Host/Havas has appointed experienced digital and customer experience leader Charles Rallings to the newly created role of Managing Director of Host/Havas CX as the agency continues to ramp up its CX capabilities in response to growing client demand. The move follows a raft of creative and CX account wins, with new and existing clients increasingly ..read more

Despite low ROI and a range of other challenges, investment in chatbots, conversational AI platforms and virtual customer assistants is expected to grow. By 2027, chatbots will become the primary customer service channel for roughly a quarter of organisations, according to Gartner. “Chatbots and virtual customer assistants (VCAs) have evolved over the past decade to ..read more

Australian contact centre leaders are struggling to deliver much-needed CX innovation while battling against rising contact volumes, agent attrition and customer churn, according to a new survey of 1000 contact centre leaders in the US, UK and Australia from Censuswide. The research, commissioned by end-to-end contact center testing specialist Hammer, has revealed an alarmingly consistent ..read more

Qualtrics and ServiceNow announced a new app to help improve employee and customer service experiences. Available now in the ServiceNow Store, the new Qualtrics Embedded Insights gives IT and customer service agents a unified view of employee and customer experience and operational data, enabling them to make informed decisions and take immediate action to respond ..read more

New research launched today reveals third-party cookie depreciation has impacted 90 per cent of retailers in ANZ as ecommerce continues to evolve. The second edition of Salesforce’s State of Commerce Report uncovers how B2B and B2C companies are adapting to a digital-first customer engagement landscape. It unveils that while today’s retailers integrate a data-driven approach ..read more