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  • Customer Service Done Right Makes More Money Than It Costs

    anthonycaruana

    1

    Customer service is often considered a cost centre in many businesses. But ServiceNow’s global head of customer service management, Nitin Badjatia said it doesn’t have to be that way. On the contrary, investing in customer service can deliver significant benefits that outweigh the costs. I spoke with him at the recent Knowledge 18 event about…

  • Putting The Customer First In Customer Experience

    anthonycaruana

    2

    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,…