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?

Will this be the year of risk or opportunity?

More than 2500 years ago, Greek philosopher Heraclitus declared the only constant in life is change. In the early days of 2018, his words have never been more accurate. But why is it that some organisations thrive in this environment while others wither? What’s the secret to success in a constantly evolving world? On the… Continue reading Will this be the year of risk or opportunity?

How gamification is changing the workforce

In the dynamic modern economy, business conditions change overnight and what worked today may not work tomorrow. That’s why it has never been more important for companies to be agile, flexible and willing to implement decisive action when required. However, you can’t achieve that without strong employee engagement. According to Gartner, 70 per cent of… Continue reading How gamification is changing the workforce

How finance teams can overcome cloud fears

The futures of finance and technology have never been so closely intertwined as they are today. Cloud computing underpins this. What are the challenges associated with moving finance functions to the cloud and how do you overcome them? The migration of financial applications to the cloud is happening much faster than expected. Research firm Gartner… Continue reading How finance teams can overcome cloud fears

Why your business needs to know about – and prioritise – ‘Operational Customer Experience’

Gartner defines customer experience (CX) as “the customer’s perceptions and related feelings, caused by the one-off and cumulative effect of interactions with a supplier’s product or service, marketing, channels, employees, and systems.” However, there is a crucial element of CX that has been overlooked within the customer engagement management landscape. It’s called Operational Customer Experience (OCX)… Continue reading Why your business needs to know about – and prioritise – ‘Operational Customer Experience’

If your business handles personal data, then forthcoming EU regulations may affect you

Within the world of compliance, one of the biggest challenges people face is transparency. The issue of transparency is further amplified in the digital economy, where consumer data is readily accessible with the increased use of digital technologies. As data becomes the new currency, how companies manage, secure and share data is fast becoming a… Continue reading If your business handles personal data, then forthcoming EU regulations may affect you

Cloud computing trends to embrace this year

There’s no doubt the adoption of cloud computing is increasing. The latest research from Gartner shows the market for cloud services is predicted to surge to $208.6 billion by the end of 2016, up from $178 billion in 2015. In Australia, an estimated 76% of businesses are utilising cloud computing (StollzNow Research), with 46% of non-cloud users planning to engage cloud… Continue reading Cloud computing trends to embrace this year

Don’t let your security spend amount to nought – address the risk of shadow IT

By 2020, one in three successful cyber-attacks on organisations will be via shadow IT (Gartner) – in other words, the apps and software employees use without their employer’s approval or authorisation. According to Vaughan Klein, Regional Manager of Collaboration at Cisco Australia and New Zealand, the billions of dollars Australian businesses invest in security annually… Continue reading Don’t let your security spend amount to nought – address the risk of shadow IT

Five reasons the cloud makes sense for big data projects

Gartner research published late last year suggested that more than three-quarters of companies were either already investing in big data, or planned to invest in it over the following two years. This suggests big data is changing the way businesses operate and delivering measurable benefits. The emergence of the data-driven business is now something that… Continue reading Five reasons the cloud makes sense for big data projects