customer

Telstra's customer insights function evolves with Agile

Telstra's customer insights function evolves with Agile

Uses new software tools to find insights faster.
Jun 26 2020 12:54PM
Telstra tries to stop customers 'falling through the cracks'

Telstra tries to stop customers 'falling through the cracks'

Sets up agent support console with guided paths to resolve issues.
May 14 2020 6:55AM
Optus is bringing onboard 500 new customer care staff

Optus is bringing onboard 500 new customer care staff

Including 300 who start tomorrow, and 200 more roles on offer.
Mar 26 2020 1:37PM
TPG, Vodafone moving telephone support to remote ops

TPG, Vodafone moving telephone support to remote ops

As Telstra, Optus face issues with Philippines call centres.
Mar 17 2020 11:07AM
ANZ is quietly building a brand new banking platform

ANZ is quietly building a brand new banking platform

Exclusive: Chases tenfold improvement in speed and capability.
Nov 25 2019 7:10AM
NBN Co looks to retain customers and grow their "lifetime value"

NBN Co looks to retain customers and grow their "lifetime value"

Establishes a presence across seven Salesforce clouds.
Nov 21 2019 7:04AM
NBN Co is building a user-facing technical field force

NBN Co is building a user-facing technical field force

To work "predominantly inside the customer’s premises."
Sep 10 2019 12:42PM
Woolworths' APIs soar above 1000 as digital push booms

Woolworths' APIs soar above 1000 as digital push booms

Triples number of API devs.
Aug 26 2019 1:00PM
Pega CEO Alan Trefler back in Australia for talks with NAB

Pega CEO Alan Trefler back in Australia for talks with NAB

Presents roadmap to NAB and other customers.
Aug 21 2019 3:00PM
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

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