customer

Qantas opens throttle on 'Voice of the Customer'

Qantas opens throttle on 'Voice of the Customer'

Brings all customer feedback instances across airline ops onto single platform.
Jun 14 2019 7:15AM
Telstra confronts "really abysmal" reality of customer gripes

Telstra confronts "really abysmal" reality of customer gripes

Looks inwards at its own faults.
Jun 13 2019 7:20AM
Optus rethinks how telco customer problems get solved

Optus rethinks how telco customer problems get solved

Tries to avoid customers being on hold or re-explaining issue.
Jun 11 2019 7:15AM
Optus 'concierge' to take grief out of NBN migration

Optus 'concierge' to take grief out of NBN migration

Chases a smoother customer experience.
Jun 6 2019 12:30PM
Nestlé draws consumer consent out from system silos

Nestlé draws consumer consent out from system silos

Global drive to better use available data.
Oct 19 2018 11:57AM
Toll swaps stagnant Siebel for Salesforce

Toll swaps stagnant Siebel for Salesforce

CRM couldn't scale to handle Christmas.
Sep 28 2018 9:12AM
Fisher & Paykel trades SAP for Salesforce

Fisher & Paykel trades SAP for Salesforce

Creates single view of customer to keep in touch across long buying cycles.
Sep 27 2018 1:54AM
BIRRR drawn into NBN customer support role

BIRRR drawn into NBN customer support role

Asks govt to fund 'hub' to address the need instead.
Aug 6 2018 11:17AM
HSBC Australia avoids customer heat in online banking switch

HSBC Australia avoids customer heat in online banking switch

Multi-year project to personalise outreach.
Jul 6 2018 6:56AM
AGL transforms identity management for self-service

AGL transforms identity management for self-service

Why customers didn't want to use social logins to authenticate.
May 29 2018 7:01AM
SAP revises pricing after customer crackdown backfires

SAP revises pricing after customer crackdown backfires

Addresses fees for automated calls on SAP systems and data.
Apr 11 2018 5:55AM
NBN customers left without internet, phone during transition

NBN customers left without internet, phone during transition

Sometimes for weeks.
Mar 15 2018 12:52PM
Jetstar unveils major rewrite of virtual assistant Jess

Jetstar unveils major rewrite of virtual assistant Jess

Takes bots to price guarantee, other business processes.
Feb 13 2018 6:00AM
Telstra to personalise product offers in under a second

Telstra to personalise product offers in under a second

Pioneers development of new system.
Jan 17 2018 11:52AM
Tip Top bakes digital into its field force

Tip Top bakes digital into its field force

Shifts conversation into the bread aisle.
Nov 20 2017 6:35AM
Jetstar looks to AI for smarter customer service

Jetstar looks to AI for smarter customer service

Key to standing out from rivals.
Nov 9 2017 6:50AM
NBN Co goes on management hiring spree

NBN Co goes on management hiring spree

Unveils plans to recruit 12 exec and general managers.
Nov 8 2017 6:50AM
Suncorp restructure lands Pip Marlow wider role

Suncorp restructure lands Pip Marlow wider role

Customer and innovation functions combined.
Oct 12 2017 3:35PM
Telstra wants voice-only NBN users back

Telstra wants voice-only NBN users back

Reveals mysterious ‘Product Hybrid’.
Sep 12 2017 12:10PM
Ticketek opens its core to reach out to customers

Ticketek opens its core to reach out to customers

Switches on real-time data streaming.
Sep 12 2017 6:30AM

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