Tagged With customer experience


If you're playing buzzword bingo at a tech conference, one of the first boxes you'll check is the one for "digital transformation". Companies are looking for ways to harness technology to create new opportunities and become more efficient and effective. So, how do you go about that. A panel discussion at the recent SuiteConnect event in Sydney looked at this from the perspective of old and new companies to see how they harness emerging tech.


More than four of every five consumers say the experience they get from businesses over digital channels aren't good enough according to recent research by Gartner. Looking at number of different uses cases such as placing a retail order, submitting a service request or paying a government bill, the study evaluated perceived ease of use and benefits received such as saving time or money. While many companies think they're doing OK on digital service delivery, that's not what their customers are saying.


We've all been online when an ad or "sponsored post" appears that seems to a little more about you than you expect or want. It might be a post spruiking enagement rings or a dating agency following a change in relationship status that you thought had been kept private, or offers to buy a product of a personal nature. While in some contexts, those offers might be helpful, some of us may find them creepy. And that's what a recent report found.


Businesses have a lot to do when it comes to customer experience. Customers want their interactions to be easy and always right. And businesses want to contain costs, boost revenue and increase loyalty. These were the key messages Nancy Treaster, SVP and GM of Strategic Operations for Verint focussed on when looking at innovations the company is bringing to the way businesses interact with customers.


Daniel Bergan is Westpac's lead on customer experience and has been at the forefront of the bank's recent technology transformation. Despite Westpac being around for 200 years, Bergan says the company has gone through many transformations. But the pace of change has accelerated recently. At the Verint Engage conference held in Melbourne on 6-7 September, he spoke about this transformation and how it impacts customer interactions.