Looking for insights on #CCWEEKAU? Download our 2023 post-show report for comprehensive coverage of the event. Gain access to key takeaways, expert perspectives, and highlights from industry leaders. Stay informed and up-to-date on the latest trends and best practices in customer service and experience. Get your copy now!

This report will cover:

• The importance of customer experience personalization
• The role it plays in facilitating exceptional CX
• Solutions that can improve personalization efforts and optimize workflows for more seamless yet meaningful experiences
  

The workplace has changed dynamically in the past few years and will continue to evolve as employees take ownership of how they wish to communicate and collaborate on the job. It has become a norm today for the new generation of workers to expect the best-in-class applications and workplace tools for daily collaboration. The IT department will be hard pressed to implement these collaboration technologies, improve employee experience (EX) and handle the associated security concerns.

Key IT decision makers from some of the leading organisations in Australia came together in July and September 2019, to discuss the evolving dynamics in the workplace and the implications for IT when embarking on an initiative to drive EX.

This report discusses the key discussion points that emerged from the 4 sessions held in Sydney, Melbourne and Brisbane. The data findings used in the report are from the multiple Ecosystm studies that are live and ongoing on the Ecosystm platform. 

Australia’s banks and financial organisations are at a crunch point. The Australian Government’s Royal Commission into Misconduct in the Banking, Superannuation and Financial Services Industry reveals extensive breaches of regulations.

Worse, the findings continue to highlight an industry culture whose focus on profit over customer experience has sent mistrust of banks and financial institutions to unprecedented levels.

And the problem is global. Between the 2008 financial crisis and 2017, banks around the world paid USD$321 billion in fines. And the fines paid this year are bigger than ever.

As we look back on 2020, it’s never been as critical than it is today to ensure the contact centre community utilizes the right operational strategies and digital advancements to help shape their industry and create a resilient, disruption-proof operating environment.

In this fireside chat, hosted by RingCentral’s Director of Product Marketing, for Contact Center, Max Ball, we hear how contact centres across from the globe have adapted their contact centres differently and wider CX departments over the past 12 months, and the critical strategies they will be employing in 2021. 

Today more than ever, customers expect exceptional service from the companies they do business with. However, when the move to remote work began, customer service was seen as secondary. This was due to a new wave of business disruption, resulting in increased call volumes and difficulties maintaining customer service standards.

With the move to remote work, this becomes a key challenge for businesses who must now balance shifting business structures with new technology investments, a remote workforce, as well as a need to sustain their team’s mental wellbeing.

In this report, we look at how businesses across all industries can ensure their agents are able to deliver exceptional customer experiences in a work from home future.