As a citizen, it’s hard not to notice how government customer service has improved in strides over the last several years. From the speedy processing of a driver’s licence renewal to a callback service so you don’t have to wait in lengthy queues at tax time. But there’s more to come, and the private sector … Continue reading Bots and the Future of Customer Service
Thanks to the rapid evolution of a digitally empowered consumer, our customers are no longer so easily surprised and delighted. Customers expect to get what they want – when, where and how they want it. Adapting to this new normal presents significant challenges for all retailers if we are to continue to compete successfully in … Continue reading Harnessing the power of traditional retail foundations in omni channel retailing
Local retailers should brace themselves for Amazon’s Australian rollout in 2017 according to Jeff Braitling, chief investment officer at Watermark Funds Management. Earlier this month, he told the Australian Financial Review: “We spoke to the guy rolling out Amazon’s business here in Australia and in his words: ‘we are going to destroy the retail environment … Continue reading Amazon to ‘destroy the retail environment in Australia’
None of us need to understand the skills required to design and build a car in order to use one to pick up the kids from school. Likewise, consumers of IT services really have no need to understand the skills required to deliver those services. But the fact that you are reading this article probably … Continue reading Why bother understanding IT skills?
71% of Australians now use their smartphones for online shopping, but just under half of online businesses are optimised for mobile payments according to a new report from PayPal Australia. A third of survey respondents said they make mobile payments at least once a week, increasing to 47% of those aged under 35. $330 is … Continue reading Are you ready for the mobile shopping boom?
Forty seven percent of service desk professionals consider successful self-service as one of their top priorities, according to a recent report by Service Desk Institute. But how can we ensure self-service is successful? By putting these practical tips into action, you can ensure your organisation reaps the benefits of self-service initiatives. 1. Invest in better … Continue reading 8 tips for self-service success in tertiary education
Not all education providers are the same. Each institution is likely to have a different organisational culture and business strategy, both of which will influence service delivery and support. But when it comes to service, most strive to provide the best quality of customer experience possible. Self-service platforms can be successfully implemented across a … Continue reading 5 key benefits of self-service for education providers
Australian school principals suggest that teaching and learning with technology affords educators opportunities to shift from teacher centred to student centred learning (Moyle, 2006). Technologies are seen to be able to provide learners with a wide range of learning experience beyond those offered in traditional classrooms (BECA, 2003). In today’s globalised world, schools are catering to … Continue reading Ease your way to learning differentiation through tech