Mobilising the customer experience through technology and a personal touch

Daniel Bergan, Omni-Channel Transformation at Westpac, discusses the need to mobilise the customer experience through technology and a personal touch ahead of the Verint APAC Engage conference.

Daniel Bergan is a leader in the Australian and New Zealand omni-channel transformation space, charged with bringing together Westpac’s digital, physical and virtual channels to deliver a seamless experience for customers and bankers. Westpac’s omni-channel efforts are about providing the customer with choices for the episodes that matter, … Read More

How to reduce customer pain points with automation

Daniel Bergan is a leader in the Australian and New Zealand omni-channel transformation space, charged with bringing together Westpac’s digital, physical and virtual channels to deliver a seamless experience for customers and bankers.

Westpac’s omni-channel efforts are about providing the customer with choices for the episodes that matter, blending human and digital interactions to ensure Westpac get every interaction right, everywhere and every time.

Daniel spoke to us about how to reduce customer pain points … Read More

In conversation with Isabella Villani, CEO, Exceed Global

We spoke to Isabella Villani, CEO of Exceed Global about the connection between a great customer and employee experience and a successful business – with a particular focus upon an intuitive and tailored customer experience.

Q: How can customer and employee engagement be improved by putting people at the centre of the customer experience?

A: There is definitely a correlation between the customer experience and employee experience. Customer experience is very much leader-led and comes … Read More

A CX conversation with Brisbane City Council

Brisbane is a great place to live, work, and relax – it’s a safe, vibrant, green and prosperous city, valued for its friendly and optimistic character and enjoyable lifestyle.

Together, we’ve achieved a lot, but there’s more to be done.

Every day, Brisbane City Council works with residents and local communities to help make our city what it is today, with a long-term vision for the future.

It’s that vision and focus that has Brisbane … Read More

Enhance the CX to remain competitive in the digital age

Enhance the CX to remain competitive in the digital age

We with spoke with Carl Borchardt, Regional Manager for Contact Centre and Customer Experience Solutions at Cisco Systems Asia Pacific & Japan, about strategies for enhancing the customer experience (CX) and remaining competitive in the digital age.

In a world increasingly reliant upon technology, the new competitive battleground is an exemplary customer experience (CX), with the least amount of customer effort.

Today’s companies require a … Read More