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Industry Research : Study: Australian Consumers Say Marketers are Doing Customer Experience Wrong

#contactcenterworld, @acquia

Despite increasing investment from brands in marketing technology, nearly half of Australian consumers say brands aren’t meeting their expectations when it comes to the customer experience (CX).

On top of this, even fewer remember the last time a brand exceeded expectations, according to results of a global survey commissioned by Acquia.

Today’s consumers have more options than ever before and high expectations of the brands they choose. Leave them unsatisfied or betray their trust, and they’ll go elsewhere.

As the marketing landscape becomes more competitive and demanding, marketers need the very best insight, tools, and resources to compete. Yet, companies and data remain more siloed than ever.

The findings of Acquia’s inaugural global survey on the state of the CX pose interesting questions about the disconnect between consumers and marketers, as well as the return on investment gained from an ever-growing inventory of marketing solutions.

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More than 5,000 consumers and 500 marketers across Australia, Europe and North America provided input for the report, Closing the CX Gap: Customer Experience Trends Report 2019.

It exposes several disconnects — that marketers rate their effectiveness much higher than consumers, that consumers are sceptical of how their personal data may be used by brands, and that consumers expect personalised customer experiences.

It also shows that earning a customer’s loyalty is critical, and the need to earn and keep their trust through CX is imperative.

Acquia director of marketing in Asia Pacific and Japan Nicole Stirling said: "It’s time for marketers to recognise that things have changed and that consumers are well-positioned to make the most of their new power.

"Consumers have high expectations and they have the numbers and are generally determined to seek out the best brand experience possible.

"Unlike ten years ago, consumers have become extremely adept at using technology to research and transact.

"There’s no hesitancy about ordering from a company on the other side of the world. Leave them unsatisfied or betray their trust, and they’ll go elsewhere.

"This research shows that technology has become more of a barrier than an enabler for a great customer experience.

"As the marketing landscape becomes more competitive and demanding, marketers need the very best insight, tools, and resources to compete.

"Yet, companies and data remain more siloed than ever. Marketers now need to take back control and out in place strategies that provide the right level of personalisation and data privacy to drive compelling customer relationships."

The report examines the CX gap through the lense of three frames: people, technology, and data.

Results uncover several areas where marketers and consumers don’t share the same view of the world. Key findings uncovered in the report include:

While 54 per cent of Australian consumers polled believe brands are failing expectations for a good CX and two-thirds could not recall when a brand exceeded expectations, marketers don’t share this sceptical view of their own work.

In fact, 89 per cent of Australian marketers feel they are hitting the mark in delivering engaging customer experiences.

Yet 71 per cent of the same marketers polled felt disappointed by their own experiences as consumers.

72 per cent of Australian marketers feel like technology has made it harder, not easier, to offer customers personalised experiences.

Overwhelmed and inundated with often-siloed tech, getting a clear view of customers often proves challenging.

Seventy-two per cent of marketers said complex technology makes personalising the CX difficult, yet 61 per cent of marketers surveyed globally plan to spend more on marketing technology in 2019.

The data also shows that consumers prefer a personalised brand experience, but they’re sceptical about whether brands have their best interest at heart — and they’re concerned about the personal information brands hold about them.

Marketers overwhelmingly indicated they’re confident in their data privacy practices with respect to personal information, with 92 per cent feeling that they are doing a good job ensuring compliance with data regulations.

The report concluded: "We have the opportunity to break the mould with today’s strategic marketing initiatives, capitalising – albeit thoughtfully – on mobile applications, chatbots, conversational interfaces, email, social, and so many other touchpoints to create personal, meaningful, and valuable experiences for customers,"

Acquia chief marketing officer Lynne Capozzi said: "Blindly investing in martech isn’t the answer. Fundamentally, marketers and consumers aren’t on the same page when it comes to experience or data privacy, and that needs to change."

#contactcenterworld, @acquia

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.bandt.com.au


About Acquia:
Company LogoAcquia is the digital experience company. Pinterest, Mercedes Benz, Warner Music Group, and Stanford University are among the more than 4,000 organizations that are transforming their digital businesses with Acquia's open cloud platform. Global 2000 enterprises, government agencies and NGOs rely on Acquia to create new revenue streams, lower costs, and engage audiences more deeply through content, community, commerce and context.
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Today's Tip of the Day - Be Creative With Wallboards

Read today's tip or listen to it on podcast.

Published: Monday, December 3, 2018

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2022 Buyers Guide Inbound Call Handling Services

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

4.) 
Answer-4u

Telephone Answering Services
Answer4u offers both SME and corporate sized businesses Telephone Answering Services delivered by our team of professional receptionists. They are all trained to answer your calls, in your company name, whenever you need them most.

All of our client calls are answered in our Nottingham offices, in the heart of England. We have agents working on a 24/7 basis, meaning all calls are answered through the day and night by UK based operatives. No calls are ever outsourced or go to an answering machine.

Each of our clients has their own personal Account Manager, who heads a team of trained receptionists. Our receptionists answer the phone in your company name, explain to your callers that yo...
(read more)

5.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

6.) 
Digital Wholesale Solutions

International Inbound (ITFS & DID's) & Int'l Two Way Voice (SIP Trunks)
Digital Wholesale Solutions (formerly Daisy Worldwide) specialise in Global Inbound ITFS and DID Services from 160 countries (covering 7,000+ cities).

We also have International SIP Trunk (66 Countries) – where numbers are presented in a local format.

7.) Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

8.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

9.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

10.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

11.) 
Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

12.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 

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