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.
Ry Crozier Jun 26 2020 12:54PM Software
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.
Ry Crozier May 14 2020 6:55AM Telco/ISP
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.
Ry Crozier Mar 26 2020 1:37PM Telco/ISP
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.
Ry Crozier Mar 17 2020 11:07AM Cloud
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.
Ry Crozier Nov 25 2019 7:10AM Financial Services
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.
Ry Crozier Nov 21 2019 7:04AM Cloud
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."
Ry Crozier Sep 10 2019 12:42PM Telco/ISP
Woolworths' APIs soar above 1000 as digital push booms

Woolworths' APIs soar above 1000 as digital push booms

Triples number of API devs.
Ry Crozier Aug 26 2019 1:00PM Strategy
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.
Ry Crozier Aug 21 2019 3:00PM Software
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.
Ry Crozier Jun 14 2019 7:15AM Software
Telstra confronts "really abysmal" reality of customer gripes

Telstra confronts "really abysmal" reality of customer gripes

Looks inwards at its own faults.
Ry Crozier Jun 13 2019 7:20AM Telco/ISP
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.
Ry Crozier Jun 11 2019 7:15AM Software
Optus 'concierge' to take grief out of NBN migration

Optus 'concierge' to take grief out of NBN migration

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

Nestlé draws consumer consent out from system silos

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

Toll swaps stagnant Siebel for Salesforce

CRM couldn't scale to handle Christmas.
Ry Crozier Sep 28 2018 9:12AM Cloud
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.
Ry Crozier Sep 27 2018 1:54AM Cloud
BIRRR drawn into NBN customer support role

BIRRR drawn into NBN customer support role

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

HSBC Australia avoids customer heat in online banking switch

Multi-year project to personalise outreach.
Ry Crozier Jul 6 2018 6:56AM Financial Services
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.
Ry Crozier May 29 2018 7:01AM Security
SAP revises pricing after customer crackdown backfires

SAP revises pricing after customer crackdown backfires

Addresses fees for automated calls on SAP systems and data.
Eric Auchard Apr 11 2018 5:55AM Software

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