ITReport SOCIAL CHANNELS: The Power of Messaging in Customer Service Messaging can be so much more than just a communication channel. With conversational business, brands are making it easy for...
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Focus On Service Quality Above All Else
ITReport Focus On Service Quality Above All Else The pandemic may have rewritten the rulebook on retail, but in doing so, it created lucrative opportunities for retailers to grow their business and...
CX Trends 2022
ITReport CX Trends 2022 Improve your bottom line by putting customers at the very top It’s finally time for companies to think about what comes next. And after almost two years of adapting...
eBook: Elevating the art of citizen conversations
Governments around the world recognise the importance of improving citizen conversations and are investing in ways to make them smarter. This eBook explores the indelible impact that the COVID-19 global pandemic has had...
Delivering SMARTER Customer Conversations in the Cloud
Traditional ways of communicating with customers are no longer as effective as they once were, leading businesses to rethink customer engagement, shifting away from one-way, transactional communications to meaningful...
A Retailer’s Guide to Getting Omnichannel Customer Service Right
ITReport A Retailer’s Guide to Getting Omnichannel Customer Service Right Retailers must be prepared to serve today’s omnichannel customers. That means customer service agents must have a 360°-view of...
Whitepaper: Achieving better public service through digital government
Our world has become digital, and though the public sector has sometimes been slow to embrace digital opportunities, COVID-19 has largely changed that. Many organisations began their journeys towards digitisation before...
Smart Communications Study: Customer Conversations in APAC
People around the world have found themselves faced with new challenges. The stresses of a global health crisis and the resulting economic downturn, the pressures of remote work, and local shutdowns meant digital...
2020 Software Market Landscape in Australia
Positioning software and SaaS offerings in Australia requires a deep understanding of the market’s realities. Buyer preference for well-known brands can make expansion difficult for new entrants. Despite that challenge...
The Omnichannel Advantage: How Enterprises Can Orchestrate Consistent, Customer-driven Experiences across Channels
With an increasing number of communication channels like SMS, in-app messaging, WhatsApp, and more. There are now more ways for customers to interact with businesses than ever. Every interaction a business has...