White Papers

A fresh data-set collected by Swinburne University reveals how consumers feel about the state of customer experience in Australia, and the trends shaping CX success in 2025.  The report quantifies the impact of poor service experiences, how consumers perceive service quality, and AI-powered chatbots. Further, by examining customer service excellence in 14 different industries, the….

Read more

From the chaos of Covid has emerged a new paradigm for customer loyalty. This includes renewed value of a company’s position on social issues, particularly amongst Gen Z, as well as the increasing influence of contact centres in driving loyalty and retention. Based on two surveys of 650 customer experience professionals in ten countries, including….

Read more