In this article, Sean O’Malley, Director of Contact Centres at AMP, shares the strategies used to implement analytics in the contact centre, the lessons learned from their journey to date and how they are turning customer data into actionable insights to drive a personalised and seamless customer experience.

In this article, Daryl Niemandt, Head of Contact Centres and Partnerships at Bupa, explores the new technologies and people capabilities used in the contact centre to improve customer experience and the tools they are using to better understand and solve customer pain-points.

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.