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Keeping compliant as Australia’s workforce defaults to digital 

Jeremy Paton, Team Engagement Solutions Lead, APAC, Avaya, examines how evolving consumer habits and expectations can affect the cybersecurity of businesses while staying compliant.  Australia’s appetite for digital services is rampant. While there’s still a time and place for...


Securing customer loyalty with email and data

Guy Hanson, VP of Customer Engagement at Validity, speaks to Intelligent CXO about the importance of email channels and effective data management. He also tells us about how marketers must combine these elements to create a strong business approach. As the pandemic finally dissipates, the next...


Three key findings from Jumio’s digital identity 2022 research 

Providing a digital identity to create an online account or complete a transaction is becoming more commonplace globally. A digital identity is an electronic file containing a person’s identity information, often used to prove their identity online. Gartner has predicted that by...


Why immersive customer experience gives superpowers to your consumers  

Simple, convenient and visually attractive were the ideal CX, but this has become the expected norm. Now CX leaders need to create immersive customer experiences and produce positive emotional outcomes. Alex Smith-Bingham, Group Offer Lead for Customer Experience at Capgemini, tells us...


AI is the power tool of CX 

A new global research report from MIT Sloan Management Review (SMR) Connections, Delivering Experiences That Win Business and Build Loyalty: CX Champions Share Their Strategies, sponsored by SAS, has revealed that customer experience (CX) champions gain better returns from...


Battle of the banks – How to build loyalty in banking 

White Label Loyalty is a Yorkshire-based company that specialises in designing tailor-made loyalty programmes for brands. Achille Traore, CEO, White Label Loyalty, talks to us about how the financial sector is growing more dependent on customer experience and why it is implementing loyalty...


90% of Brits will leave a brand they trusted after only two or three poor customer experiences 

Emplifi, a leading unified customer experience platform, has released, 11 key things consumers expect from their brand experiences today, a new report which reveals that the majority (90%) of UK consumers will leave a brand they were once loyal to after only two or three bad customer service...


Digital customer experience transformation boosts European outsourcing industry

Personalisation, 24/7 availability and support through digital channels should enable most brands to keep up with changes in customer behaviour.   According to Frost & Sullivan, the European outsourcing industry’s focus on improving the conversational customer experience...


CIO and CCO and CMO partnership vital to customer experience

Jason du Preez, Senior Vice President Asia Pacific, SugarCRM, discusses why the CIO, CCO and CMO partnership is essential to Digital Transformation and customer experience with the result of making CX as frictionless as possible across all digital touchpoints. The days of CIOs with roles that...


Zendesk finds customer experience maturity leads to business resilience, revenue growth and agent retention

According to new research released by  Zendesk in partnership with Enterprise Strategy Group (ESG), companies that have continued to invest in their customer experience (CX) over the past year are 10 times more likely to have maximised their resiliency during the pandemic and...


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