There are two main schools of thought surrounding this question: (i) those who think ownership lies with Operations and (ii) those who think IT should be leading the charge. If you ask IT, the response will be it's them, whilst those who work in Operations often have alternative ideas. Operations can bring an Automation solution to the business thus making ROI more achievable, aligning the program with the business’ strategies as a whole and creates a more standardised approa

The constantly evolving nature of technology presents a massive challenge for those charged with developing strategy in business today. Whereas, a generation ago the technology landscape status quo could be predicted to be relatively similar at the beginning and end of a typical five-year strategic plan. It used to be that the past would be a good guide to the future. This landscape has changed dramatically. Artificial Intelligence (AI), Virtual Reality (VR) and Robotic Proce

Genesys G-Summit - Be part of Australia's CX event G-Summit Melbourne is returning for 2018, gathering visionaries, partners and industry thought leaders from around the country and beyond. Join us on 31 July and 1 August 2018 to hear from engaging and dynamic speakers, and participate in interactive presentations and panel discussions that address the main challenges to delivering exceptional customer experience. Isabella Villani, Chief Customer Officer of Exceed Global and

Why do transformation efforts fail?

Your organisation made the decision to outsource a part or all of it’s customer facing interactions, evaluating several potential outsourcing providers and selecting the best fit for your business’s needs at the time. However, the answers to the questions you asked when you initially selected an outsourcing partner, may have changed. Is Your Current Outsourcing Arrangement Still a Good Fit? Business requirements can rapidly change in today’s era of digital disruption. As a re

Ensure your contact centre staff have the skills to manage calls successfully As a leader, do you find yourself asking the following questions: How can I help our people communicate with customers more effectively? How can I make sure our people know how to handle calls as efficiently as possible? This one-day workshop provides practical skills for contact centre staff. The course covers the following key concepts: Effective Communications Barriers to effective communication