Half of businesses lost custom in COVID-19 due to bad communication and bad tech

New research from Pegasystems Inc., the software company empowering digital transformation (DX), reveals half (50%) of Australian organisations surveyed lost customers during the COVID-19 pandemic due to failings in their communications. This is way above the global average of 36 per cent. The global study, conducted by research firm Savanta, explored the effect the global pandemic has… Continue reading Half of businesses lost custom in COVID-19 due to bad communication and bad tech

Is the customer experience really becoming an AI experience?

Gwilym Funnell is Senior Vice President Asia-Pacific and Japan for Genesys.

In today’s highly competitive business environment, the customer experiences a brand delivers are its single biggest differentiator, outpacing even product, price and quality. In fact, Gartner found that 89 per cent of businesses compete mostly based on customer experience. This begs the question – what kinds of experiences keep consumers coming back? Today’s customers are… Continue reading Is the customer experience really becoming an AI experience?

How to know if your customers will actually pay you

Many small businesses take on jobs and incur costs in buying materials, even carry out work well before they get paid for the job. In an ideal world, your business would obtain payment upfront from the customer to cover significant job costs. However, a lot of the time this isn’t possible, particularly if your customer… Continue reading How to know if your customers will actually pay you