Despite their relative youth (in Australia), robots have found confident footing in many business processes. There is an undeniable rush to automate as many workflows and processes as possible in order to reap the benefits of Robotic Process Automation (RPA), and that’s for good reason. RPA can provide businesses with a long list of benefits…
I participated in a panel event today hosted by the Public Sector Network (PSN) focused on Financial Analytics. As you probably know, panel events flow fast (by design!) and as panellists we don’t always get a chance to give a detailed answer, I thought it might be beneficial to share my perspective on the queries…
In this whitepaper from Forrester, Robotic Process Automation (RPA) is shown to improve the customer experience, and there is a clear path to doing so. When any technology or tool is used correctly, that is, operationalised well, it can produce significant improvements to how customer service agents deliver service. What we have seen is robotic…
Here at Customer Science, we’re seeing lots of demand for channel strategy right now. Key elements of this are the channels that customers currently use, and the ones we want them to use in the future. One of the big questions to answer though this is ‘where will the change come from?‘ To demonstrate this, we’re…
Client: “I don’t know how good or bad my customer’s satisfaction is as I’m finding it hard to get consistent responses to surveys because the survey experience is crappy/too long/too impersonal/too robotic.” Sound familiar? We have recently started implementing a tool for a client called Customer Thermometer for one of their IT helpdesks and it…
Forester recently published their Future of Work report for 2019. Foresters’ research paints a vision of exciting times ahead for us with new job types, more interesting and human work and enabling more flexible working models. Of particular interest is call centre automation that includes augmentation of bots, robotic process automation (RPA), predictive analytics and…
Recently, we have seen organisations shifting their focus from standalone technology implementations to adopting customer experience technology solutions using new approaches and tools to plan their technology transformation and CX roadmap. Here are some of the top trends we are seeing in this market: Embracing the new future of workforce Organisations now have the ability…
Often, we see businesses and leaders thriving to deliver great Customer Experience (CX). Over the last few years, many businesses have made significant investments in numerous channels to enhance customer satisfaction levels and customer retention, thereby improving what these businesses consider performance. These investments we have found block into two groups including “good CX” and…
So, what’s on trend right now? There is a new measure in town, ROX – Return on Experience. It is a hybrid metric that captures the ROI of the existing measurements of CX Customer Experience and Employ Experience, (EX). It is now finding its way to board tables and government. It may be new in…
There is no doubt that accurate and rapid resolution of customer requests is key to the delivery of excellent, cost-effective customer experience. Whilst that excellent, cost-effective customer experience is quite obviously a great outcome for customers, it typically also results in more fulfilled employees, better delivered business objectives and great reputational benefits. Speed-to-competency is often…
Customer Experience
Digital
People and Business
Technology
