Blog: Customer Management & CX

Best Customer Experience Metrics and KPIs

Research has shown CX has overtaken both as the key to not only attracting but keeping business....

Transactional vs Relationship NPS

Yes indeed - happy customers are good for business.

What is an Intelligent Virtual Agent

You are sifting through a pile of job applications when one catches your eye. The first thing...

Australia has a lot to learn from the World's best - it's all about the 'un-happy path'

Well, I’m here to tell those businesses that believe in such theories to think again.

Fostering sustainable outsourcing demand in a COVID environment

Befitting an event of its scale and complexity, the onset of the pandemic forced businesses to...

Ease of Payment and the Role of Technology

There has never been a time in human history when it has been easier to pay a bill. Where once...

Mitigating Collections Risk with Data and Behavioural Insights

When the sun rose in 2020, no one could have predicted what the world would look like almost a...

Telcos, Customer Care and Adapting to a COVID Environment

As dominant players in a multi-billion-dollar industry, the big guns of the telecommunications...

Digital Innovation and the Power of Analytics

Digital innovation is absolutely critical for any business hoping to succeed in the 21st century...