March 03

5 Reasons to Buy A Wireless Security Camera

Smart Homeflow UK Limited is the smart choice when [...]

Smart home robotization in supported on 2 driving basics: accommodation and security.

As the name makes richly clear, you'll be getting a lot of the last with a remote surveillance camera while streamlining your life simultaneously.

5 Reasons To Buy a Wireless Security Camera 

Putting aside the undeniable advantage of ensuring your home, here are 5 motivations to purchase a remote surveillance camera in case regardless you're gotten wavering. 

1) Ease of Installation and Flexibility of System 

On the off chance that you decide on a remote observation framework, there's less time and issue included with regards to establishment. 

In contrast to a designed other option, you won't require a great deal of boring or wiring work. Just as sparing you time, introducing a remote security framework ought to be less expensive into the deal.
For a definitive in facilitate, a battery-fueled remote camera actually drops into place any place you need it with no call for wiring, boring or requiring a circuit repairman.
Reolink makes introducing the Argus 2 Security Camera as simple as opening the application and checking in the camera's QR code. You could be live spilling in minutes practically straight out the crate. This is absolutely not the situation with wired other options. 

Just as being less difficult to introduce, remote surveillance cameras give you undeniably greater flexibility on the off chance that you have to move the cameras around at any stage. In the event that you have any aim of repositioning cameras or you're intending to move house sooner rather than later, it's well worth going remote. In view of a similar thinking, remote frameworks additionally bode well in case you're leasing and need to amp up your security without relinquishing your store. 

2) More Security with Fewer Vulnerabilities 

While customary wired home security frameworks can be amazingly compelling, they are not without their vulnerabilities.

In case of a power blackout, your wired security framework goes down simultaneously. You'll likewise run into issues in the event that you have any interference to telephone or Internet administrations. 

With a remote surveillance camera, you will at present need wired power since the framework interfaces with your WiFi arrange. 

With a portion of the absolute best thoroughly without wire surveillance cameras, you'll get a committed cell association alongside a battery back-up so you can rest sufficiently consistently knowing your security framework won't let you down.

In the event that you decide on this kind of totally sans wire surveillance camera, you won't be vulnerable to control blackouts because of cloud film supplanting an association with your NVR or DVR recorder. 

3) Easy To Expand a Wireless Security System 

Let's be honest, everything changes…
What you and your family need today might just not be the equivalent one year from now.
Possibly you have kids and need to add cameras to the nursery. As your kids develop, it's anything but difficult to work out your framework by including cameras in any regions where your children need checking. 

The magnificence of a remote framework is the manner in which you can alter things totally as opposed to depending on a fixed arrangement with no space for development.

4) Remotely Monitor Vacation Homes With Rapid Support If Needed
It is safe to say that you are fortunate enough to have a second home you use for the incidental week to a great extent every year? 

Provided that this is true, you'll need to ensure your vacation home is in safe hands when you're nowhere to be found. 

Employing an overseer isn't just exorbitant yet they're probably not going to be at the property nonstop. A remote surveillance camera is a progressively powerful and more affordable choice giving you security and significant serenity nonstop. 

There's a colossal decision of complete security bundles that give all of you the help you need with cautions and access to recorded video film on request. The exemplary Nest Cam accompanies Nest Aware while Netgear's Arlo Q gives you access to seven days of film without requiring a membership. 

Ensure your vacation home with a remote surveillance camera and get notices on your cell phone in case of any sporadic movement. You can even mastermind the specialists to be alarmed naturally. For whatever length of time that you set up affectability so you won't wind up with bogus alerts, this is a significantly included layer of assurance.

5) Integrate Your Wireless Security Camera With Other Smart Home Devices
Security is one of the main motivations to put resources into a Smart home however you shouldn't ignore comfort. Via robotizing different components of your schedules at home, you can concentrate on family, work and the things that check as opposed to stressing over the indoor regulator or the lighting.
The best remote surveillance cameras don't work in an independent limit. The best Smart homes are networks of interconnected apparatuses and gadgets where your hardware work in amicability to streamline however many components of your life as could be expected under the circumstances.
Similarly as with all parts of your brilliant home, how you need things to cooperate is generally close to home. Consider whether you'd like to robotize your lighting, your carport entryway, and your entrance framework in the event that you haven't yet begun uprating your home. On the off chance that you as of now have these keen gadgets set up, consider similarity on the off chance that you need to associate them to your remote surveillance camera. 

Setting aside the effort to prepare with home robotization can spare you the costly migraine of purchasing items that don't cooperate as expected so don't surge in.
You should begin by considering what regions of the house you need to ensure and whether you have to incorporate the nursery. Provided that this is true, you'll have to search for weatherproofed cameras appropriate for open air use.

October 18

Back Office Integration: Closing the gap between the front and back office

Back-Office Integration Coming to the Forefront in [...]

The boundaries between customer-facing, front-office channels and back-office support functions are blurring.

As Ken Landoline, principal analyst at OVUM, stated in his blog, Back-Office Integration Coming to the Forefront in Customer Engagement, a number of trends are making it easier to link these two functions, including:

  • In-sourcing previously outsourced contact centre functions
  • The increase in channel digitisation
  • The growing use of robotic process automation.
In a recent webinar, Top 5 Best Practices for Extending Workforce Optimisation (WFO) Beyond the Contact Centre, Craig Seebach shared additional research into this trend, the key barriers to integrating these functions, and how enterprise WFO can help improve speed, accuracy and cost to serve. 

Why Extend WFO into the Back Office?

In a spring 2017 survey, Aberdeen Group found that the No. 2 cause of customer dissatisfaction is delays and errors in the back-office1.

And studies estimate that 20% to 30% of contact centre call volume is the result of issues in the back office. Saddletree Research also found that 69% of U.S. organisations now have the contact centre and the back office reporting up to the same internal department.2 

So, it makes sense to have a standardised framework for reporting on workforce performance and customer experience across the entire customer service ecosystem.

Overcoming Cultural Differences

So if it makes sense, why isn’t it happening more often? 

In the webinar, Craig polled participants about their use of workforce management (WFM), the most commonly deployed solution in the WFO suite.

Only 66% were using WFM to forecast and schedule a blended contact centre—one that handles phone/direct customer interaction channels, as well as back-office processing work. 

Yet none of the participants were using the solution in standalone back-office functions. Craig explained that the greatest hurdle to migrating WFO beyond the contact centre is culture.

Back-office employees and managers may fear:
  • Change: They’ve been managing with their limited tool set for years, so why change now?
  • Control: Being forced to do things the way the contact centre does them, vs. following their own processes.
  • Rigidity: Loss of flexibility and autonomy in how employees spend their time.

In the webinar Craig shared five best practices for overcoming the cultural differences, as well as other challenges—check it out.

In addition to the webinar recording, you can learn more by downloading the Best Practices Guide: The Business Value of Extending WFO Beyond the Contact Centre: Practical Steps to Get Started

Are you using WFO in the back office? Share your experience with us and the challenges you overcame below.

October 18

Digital Customer Experience: Why Community Is Essential

Serving customers with excellence is imperative in [...]

Serving customers with excellence is imperative in today’s highly competitive, fast-moving world. We all know that every advantage is important.

Recently, I was a panelist on a session at the Incite Customer Service Summit in New York City called “Proactive Social Care: Engage Your Online Community.”

Attendees learned how to proactively engage their communities to solve their issues before they become complaints, as well as raise awareness of social care channels and facilitate self-service, facilitate peer-to-peer service, identify customers and potential issues on social networks and online communities, and learn when it’s appropriate to engage and when it is not.

While better customer service was naturally front and centre at such an event, what we also examined was how communities can help build customer loyalty and brand trust. Those are big.

October 18

Digital Innovation: Make digital innovation your business priority in 2018

When it comes to enhancing the customer experienc [...]

When it comes to enhancing the customer experience, digital innovation can have a significant impact upon customer satisfaction and loyalty. Digital has the power to unlock a rich portfolio of insights and reveal valuable data about customer engagement levels, buying preferences and emotional drivers.

Given that 84% of Australians access the internet daily, CEOs and leaders who own the digital space will be better equipped to boost customer engagement and promote brand awareness.

Creating an online community centred around your brand is key to business success. However, a digital presence alone is not enough. To truly stand out in the market, organisations must lead the way with innovative digital technologies.

Enhance customer engagement with robotics, KM and speech analytics

So where are the opportunities to get engaged with customers via digital innovation? In my view, robotics, knowledge management (KM) and speech analytics are the three key areas that forward-thinking businesses should prioritise in 2018.

October 18

Customer Experience: Consumers still crave the human touch In customer service

Consumers still crave human engagement in customer [...]

Consumers still crave human engagement in customer service meaning an over reliance on digital channels can jeopardise customer relationships, according to a Verint White Paper, The Digital Tipping Point.

Our research found a customer’s channel preference is contextual and there are several instances where digital doesn’t stack up.

“Ultimately, all channels need to be present. It will not be a landslide to digital or back to voice but a waterfall effect,” according to Mary Wardley, vice president, enterprise applications and CRM software, IDC, who wrote the forward in the whitepaper.

“These options actually represent a symbiotic relationship; understanding the subtlety involved will yield the right solution for the organisation and its customers,” she said.

The white paper attempts to shed light on the issue of digital versus traditional service options. Ultimately, it found the issue is not binary and organisations need a healthy balance of service options.

October 18

Why your biggest CX issues shouldn’t always be your top CX priorities

Improved customer experience can have huge and widespread impact on success against broader business objectives – such as increasing revenue and improving customer loyalty.

But only if they’re focused in a way to drive biggest bottom-line impact.

I’ve worked with companies across various industries examining customer-initiated feedback to uncover CX pain points. In presenting my findings to clients, I have learned there is no “one size fits all” approach to prioritising and acting on feedback.

“What are the main issues my customers are talking about this month?” is a question CX teams typically ask. Often, the issues resulting in the most feedback are the most significant and – once resolved – will have the biggest overall business impact. But that isn’t always the case, so prioritising effectively is extremely important.

October 18

Robotic Process Automation: Are Your Employees Ready Fo

From self-driving cars to services such as Amazon [...]

From self-driving cars to services such as Amazon Alexa, great strides are being made to offer technology to help make our day-to-day lives easier. It’s not a huge leap to consider how software robots might soon be found in the workplace, helping human employees do their jobs.

The World Economic Forum Future of Jobs report1 (January 2016) predicted that developments in artificial intelligence, robotics and other fields would lay the foundation for a “revolution” in how technology could be used to tackle problems.

There was great promise, but also a warning issued about the transformation that entire industries would need to make. Some jobs were expected to grow rapidly, others could be threatened by redundancy—and for others—a new set of skills might be required.

For many, the initial reaction was one of anxiety. Doom and gloom. There was real fear about the possibility of mass unemployment from the inevitable extinction of common jobs.

In the months that have passed, however, a calmer response has emerged around the potential for technology and employees to work together in new ways for even better outcomes. Change is happening quite rapidly. It’s even estimated that as many as 65% of children entering elementary school today will end up working completely new jobs that don’t even exist yet.2

What it means for the work

Work can now be done faster and with fewer errors when automated using Robotic Process Automation. Processes can be executed in high volumes—following organizational policies or industry regulations—without variation.

What it means for employees

As routine, repetitive work is offloaded to software robots, employees can focus on work that requires human decision-making, creativity or empathy and continue to build new skills as jobs evolve and organizations transform. Robots can also make the work that employees do easier. It can speed up portions of their tasks or provide guidance within a process to help them learn how to do certain transactions—or notify them of changes in how they need to be done without requiring continuous training.

If positioned correctly, employees won’t see software robots or automation as a threat, but simply another tool to help how work gets done.

What it means for managers

Managers will oversee a combined human and robotic workforce, leveraging the strengths of each to get more done in a smarter way. As automation software technology gets even better with machine learning and artificial intelligence, managers will need to coach and train their employees to perform higher-skilled functions in response.

What it means for organizations

When work is completed faster—and by automating the work you eliminate the potential for manually introduced errors—the customer experience is better. Improved customer satisfaction results in better retention rates and future potential for upsell and cross-sell.

As employees offload more monotonous tasks and can continue to build their skills to perform more valuable work, they are more engaged—and attrition likely decreases.

Smart use of technology positions the organization for more growth and the ability to adapt to future changes across industries and customer expectations. This idea is backed by a new study that suggests that robotic process automation and robotic labor is adding more value to the economy and may even create more jobs as a result.3

Want to learn more? We’d love to show you what Verint Robotic Process Automation and Process Assistant can do.

1 World Economic Forum: The Future of Jobs Report, January 2016

2 World Economic Forum: The Future of Jobs Report (Executive Summary), January 2016

3 Dishman, Lydia, “Could Robots Actually Create More Jobs?” Fast Company, March 16, 2017. Report referenced in article is “Will post-Brexit Britain hinder a robo-revolution?” from the Centre for Economic and Business Research (CEBR) and Redwood Software.

October 18

Knowledge Management System: Value Driven Knowledge

Over the past few years, KM customers and prospect [...]

Over the past few years, KM customers and prospects have increasingly asked Verint to help them define, deliver and measure KM value. 

This corresponds with a subtle shift in the customer service industry as a whole—a gradual yet significant transition from viewing the contact center as a cost center to a strategic enabler. 

As the commoditization of products increases, providing world-class service can be a true competitive differentiator.

Recently, we have helped our customers build KM business cases around strategic goals: increased revenue for a bank, reduced time to competency for an airline, improved customer loyalty for a retailer, and enhanced employee performance for an insurance provider.  

That’s a stark contrast to just a few years ago when most KM business cases were based on average handle time (AHT) and headcount reduction. Organizations are finally starting to understand the tremendous business value that can be realized through successful knowledge management.

That’s a huge step forward, but there’s still a gap in understanding. Too many organizations stop trying to correlate KM to value after the business case is signed. In fact, most KM programs struggle to answer this seemingly innocuous question:

Can you explicitly link KM capabilities and activities to desired business goals and outcomes?

We’ve spent some time this year determining an answer to that question, and it has led to some new perspectives on how to relate the value of KM to the practice of KM. By clearly coordinating KM capabilities, activities, and outcomes, the value of KM can be demonstrated. This process can be enhanced through scorecards and dashboards. In this context, value becomes both the enabler and the outcome of KM—we can start to prioritize and evolve what we do based on direct impact to business success.

Traditionally, KM programs have struggled to quantify exactly how and where KM is working well, where it isn’t, and where it needs to be improved. The root cause of this disconnect is the lack of obvious correlation between KM capabilities and outcomes. The key to addressing this gap is to understand the layers of activity and how best to assess them:

KM capabilities: the specific tools, processes, standards and resources that exist to frame and inform knowledge development and delivery KM activities: the actions taken using those capabilities—how well they are implemented and executed

KM outcomes: metrics and analytics that summarize knowledge-specific activities—knowledge base adoption, user experience, content quality, workflow effectiveness, etc.

To develop a comprehensive understanding of KM value, we must first assess KM capabilities fully and independently. Next, we must assess how well specific capabilities are being executed as KM activities. And finally, KM outcomes provide a mechanism to help us quantify the activities and their impact.

This comprehensive view provides the foundation for a full KM value model. From here, we can start to build relationships back to top line business goals and strategy, and the correlating KPIs and dashboards to measure and express that value. 

A value-driven KM program can generate this full ‘line of sight’ across layers for any set of products, services, channels or locales. This is an exciting target state to aspire to! 

In this blog series, we look forward to sharing deeper insights around our KM value model, and helping you on your journey to value-driven KM.

October 18

Customer Engagement And Loyalty In The Digital Age

In the age of the smartphone, more and more consum [...]

In the age of the smartphone, more and more consumers are taking advantage of the ease and convenience of digital channels. People can now shop or pay a bill or renew a service anytime, anywhere with the touch of a button.

However, digital consumers can be less loyal than customers of the past; as online services make it easier for them to shop around and switch between providers, hence influencing behaviours.

A recent global research study by Verint in 2016, ‘The Digital Tipping Point: How do Organisations in Australia and New Zealand Balance the Demands for Digital and Human Customer Service?’, found a strong correlation between a high standard of customer service and higher consumer retention online.

However for consumers, online environments can present uncertainty for communicating with organisations. Data privacy and safeguarding consumer experiences is highly valued - as almost 9 out of 10 customers (89%) indicated that they wanted to know how secure their personal information is, while the same percentage want to know whether their data will be passed on to third parties for marketing purposes.

Businesses who understand the importance that trust and transparency play in building positive relationships with customers will likely experience better retention outcomes.

Those [1] who have had a good customer experience online are also more likely to behave even more positively in a brand’s digital environment, and are:

  • 66% more likely to renew their product or service even if it’s not the cheapest option
  • 50% more likely to sign on to a loyalty program
  • 27% more likely to leave a review

How to deliver an engaging customer experience: 

1. Listen to your customers. Use their input to drive a ‘voice of the customer’ strategy to provide the framework for customer service channel offerings.

2. Put yourself in their shoes. Look at things from their point of view, since what is most convenient for your organisation may not be the most desirable in their eyes.

3. Collect relevant data. Gather data each time you interact with them to understand when and how to personalise the experience.

4. Create a balance between digital and traditional services. Avoid improving digital service channels at the expense of traditional options.

5. Provide multiple communication platforms. Ensure you offer them a wide variety of platforms, tools, technologies and resources.

In today’s digital age, a personal touch in customer service continues to help drive the right engagement for better retention and loyalty. Consumers feel more positive about a brand when they interact directly with a person, so organisations need to prioritise making the digital experience more ‘human’. Chatbots and virtual assistants are examples of how technology is evolving to deliver this kind of experience.

To read the full results, download the report from HERE

[1] For the purposes of this study, Verint grouped together customers whose first preference was to use a digital channel to engage with an organisation if they have a simple, fairly complex or complicated enquiry, to create a clear picture of how these digitally disposed customers behave. This group has been labelled digital natives for the purpose of this study.

About the Research - The research was commissioned by Verint from 23 June to 20 July 2016 in association with Opinium Research LLP, a UK-based research company. Interviews were conducted amongst 24,001 consumers in the following countries: Australia (2,000), Brazil (2,000), India (2,000), France (2,000), Germany (2,000), Japan (2,000), Mexico (2,000), Netherlands (2,000), New Zealand (2,000), South Africa (2,000), UK (2,001) and US (2,000). The research was conducted online, in the local language for each area and respondents were incentivised to participate. 1019 organisations participated in an online survey, conducted by Verint from 27 June to 23 September, these respondents were not incentivised to participate.

October 18

Voice Biometric Solutions: Balancing A Personal Customer

In today’s tech-savvy business world, companies ar [...]

In today’s tech-savvy business world, companies are investing heavily in digital solutions. There is a shift away from face-to-face interactions and a push towards online-based customer service. Yet with this shift arises customer concerns about the safety and security of data and private information.

Verint’s 2016 report, 'The Digital Tipping Point: How do Organisations in Australia and New Zealand Balance the Demands for Digital and Human Customer Service?', has shown a resounding preference for human customer service channels, indicating consumers are far more likely to respond positively with an organisation after engaging in-store or over the phone. However, it is also shown that as well as the human touch, 4 out of 5 consumers want an even more personalised service online.

Research also shows that 9 out of 10 customers want to know how secure their data is - and 89 percent want to know whether their data will be passed onto third parties for marketing purposes.

For many organisations, this is proving challenging as they have to balance the need to gather histories, preferences, information and analysis from their customers, while at the same time protecting customer data and storing it securely.

Unsurprisingly, 90 percent of ANZ organisations polled do understand the importance of telling customers that their data is being kept secure, with 100 percent also agreeing that they understand the need to tell customers if their data will be passed onto third parties for marketing purposes. However, the balancing act by businesses to gather histories, preferences, information and analysis from their customers, while at the same time adhering to high standard of protecting customer data and storing it securely, can prove challenging.

Advanced technologies are a way to address the obstacles around data security and offering an improved personal customer experience. For example, the use of improved voice biometrics solutions is an important stepping stone on the way to digital integration within customer service - as one of the major barriers to digital customer service is the issue of authentication and protecting customer information from fraudsters.

Now more than ever, customers are also wanting more personalised service. However, for organisations to effectively provide this, they must collect and analyse pertinent customer data. Concerns about trust have risen in the past 12 months, meaning organisations must be open and honest with how they collect and use their customers’ data, or risk breaking their trust.

For the customer experience journey to improve, and for more customers to take a step closer to the digital journey with organisations, companies in the services sector should be considering the implementation of advanced technologies - especially when there is already such heavy investment happening in digital channels.

To read the full results, download the report from HERE

About the Research - The research was commissioned by Verint from 23 June to 20 July 2016 in association with Opinium Research LLP, a UK-based research company. Interviews were conducted amongst 24,001 consumers in the following countries: Australia (2,000), Brazil (2,000), India (2,000), France (2,000), Germany (2,000), Japan (2,000), Mexico (2,000), Netherlands (2,000), New Zealand (2,000), South Africa (2,000), UK (2,001) and US (2,000). The research was conducted online, in the local language for each area and respondents were incentivised to participate. 1019 organisations participated in an online survey, conducted by Verint from 27 June to 23 September, these respondents were not incentivised to participate.

October 18

Enterprise Knowledge Management Systems: Face-to-face with the evolving customer experience

A report released by Frost & Sullivan, in conjunct [...]

How enterprise knowledge management systems can help deliver engaging brands

A report released by Frost & Sullivan, in conjunction with Verint, highlights the need to service the customer experience across all channels, from digital and face-to-face interactions, through enterprise Knowledge Management systems that can address complex customer queries.

The report indicates that over 82% of organisations regard customer service as a competitive differentiator [1]. However, many struggle to meet the rising customer demand for highly personalised, responsive and consistent interactions across all channels.

October 18

Customer Experience Strategy: What Are The Key Customer

Verint’s APAC Engage Conference will bring a range [...]

Verint’s APAC Engage Conference will bring a range of industry leaders together to explore the customer experience journey from beginning to end - and everything in between.

Our 2017 event will be held in Melbourne on the 6-7th September, and as part of the activities, we’ll be launching the results of the inaugural Verint APAC Experience & Engagement Index.

As a valued member of my network and industry thought leader, I invite you to share your insights for the Index!

As a research initiative, Verint APAC has launched the Index to further map the customer experience journey and identify strategies, challenges and opportunities for organisations to enhance customer engagement.

Share your thoughts now on key customer experience and engagement strategies for modern organisations HERE.

The survey will take less than 5 minutes to complete and can be done anonymously.

By participating in the survey, you can help us map the customer experience landscape and deliver valuable insights to the community.

People – Technology – Growth at Verint APAC's Engage Conference 2017

At Verint APAC's Engage Conference 2017, we will be joined by a prestigious group of thought leaders who will deliver the latest insights into market trends, industry innovations, actionable learnings and new technologies and how you can transform these into a strategic advantage for your organisation.

With a focus on the themes of People, Technology and Growth, we’ll discuss how these guiding pillars contribute to building a differentiated customer experience in organisations.

People: What is the relationship between highly engaged employees and happier customers? How does having the right people on board to oversee and enhance the customer experience? Hear from some of the industry’s leading customer experience experts on the importance of people engagement.

Technology: What is the role of technology in enhancing the customer experience? How does technology deliver great value to the end customer and boost business growth? Join the conversation with industry experts on the latest strategies for enhancing the customer experience with technology.

Growth: How does a differentiated customer experience drive business growth for today’s organisations? In a competitive environment, what are some of the challenges and opportunities facing the industry? Hear timely insights from some of the industry’s best thought leaders and influencers.

October 18

Customer Experience: How is technology enhancing the customer experience?

Paul Shetler is a technologist and entrepreneur wi [...]

Paul Shetler is a technologist and entrepreneur with over 20 years’ experience leading large-scale IT and organisational change projects for local and international organisations.

Paul is currently working with the Sydney-based FinTech hub, Stone & Chalk, as an innovation advisor for in-house and external organisations to educate boards of directors about innovation. Prior to this, he was Chief Digital Officer of Australia’s Digital Transformation Office.

Paul spoke to us about key customer experience (CX) trends, challenges and opportunities for today’s organisations, and what the future of customer engagement looks like.

October 18

Knowledge Management System: Why Is KM So Important?

In our digitally-driven business world, the rise o [...]
In our digitally-driven business world, the rise of the customer has led to organisations looking for new ways to innovate and enhance the customer experience (CX). Today’s customers demand immediate, accurate and responsive answers to their questions – and organisations need the right technologies and processes in place to deliver this.

In our digitally-driven business world, the rise of the customer has led to organisations looking for new ways to innovate and enhance the customer experience (CX). Today’s customers demand immediate, accurate and responsive answers to their questions – and organisations need the right technologies and processes in place to deliver this.

Forward-thinking organisations are looking to KM to improve operational efficiencies and internal data-sharing capabilities.

For over 10 years, the Australian Bureau of Statistics (ABS) has found that a KM strategy helps to establish the right knowledge foundations, creating more streamlined processes and empowering employees and customers to solve complex problems (1).

However, there is still some confusion around the role of technology in KM. A Monash University survey of 1000 Australian SMEs, government bodies and tertiary institutions found that 85% of respondents defined KM as being a business issue, rather than technology-based2– yet the two are in fact interlinked.

More and more organisations are beginning to understand the important role of technology in enhancing KM. With 2 out of 3 organisations ‘contracting out’ to KM technology experts to better navigate and manage knowledge, KM is the next step in the CX revolution.

Resident KM and customer engagement expert at Verint, Jason du Preez, shares his top 4 insights on how effective KM combines people, growth and technology to enhance customer satisfaction.

1. Document management is not knowledge management.

While most organisations have some concept of the value of a KM platform, most of their KM platforms are not optimised or designed to deliver a good CX.

Policy and process documents are an important asset to any business. However, they are not optimised to deliver a quick and reliable CX.

This is because most KM platforms are developed on document management applications that only deliver detailed process and policy documents to employees. The employee then tries to digest these documents while engaging with the customer.

Document management systems are not KM platforms as they are not optimised to deliver short, sharp articles written specifically to answer a customer query in real time during an interaction. Most customers have already done their research and are looking for specific answers – which is where KM can help.

By leveraging KM, organisations can respond proactively to customer queries, provide timely answers and solve complex problems. KM makes it easier for the customer to access information and for employees to respond, reducing the effort and time usually taken up with phone calls or in-person consultations.

2. Accessible and actionable KM drives business growth.

For organisations to effectively engage both customers and employees and enhance the CX, there needs to be accessible and actionable knowledge for all.

Is knowledge in your organisation accessible and actionable for both customers and employees? What effect does your current KM content have on performance outcomes and customer metrics?

For any organisation, these questions are not easily answered. The knowledge journey is an ongoing process of identifying where knowledge is, how it’s being used and which processes can be improved to enhance the CX. It’s about keeping knowledge up-to-date and relevant, with the right processes in place to manage it.

KM technology is an easily integrated asset for businesses to improve their existing systems and infrastructure to enhance the CX. The best KM technology makes it easy for both customers and employees to provide feedback and for organisations to report on its usage, driving greater operational efficiencies.

3. The science behind KM as “a single source of truth” is key to lifting performance.

As we continue down the path of KM, the concept of knowledge as “a single source of truth” for all channels will be key to lifting business performance.

We have a saying at Verint that “search is failure”. This means that any KM context should be a unified whole that pre-empts and delivers a relevant piece of knowledge, preventing individuals from labouring over in-depth searches.

In the age of digital transformation, ensuring you understand the customer and their specific requirements when engaging with your organisation will allow you to preempt their needs.

This means you can deliver the right knowledge in context to the customer and their journey, which is vital to delivering a more seamless CX. KM delivered in context plays well into digital channels and is a critical element of “doing more with less”.

4. New market drivers will continue to disrupt the CX journey.

With the rise of IoT and AI, new market drivers will continue to disrupt the CX journey in 2017 and beyond.

As organisations continue to adopt new digital solutions, KM will play a significant role in resolving technical issues. Automation is a key feature of KM that enables customers to solve problems for themselves and become more self-sufficient.

With the rise of the IoT and AI, more and more processes will become automated along the CX journey. For example, the IoT will require a single source of knowledge to deliver smarter products and services, and the immediate delivery of information.

New disruptive tools such as AI bots will also play a role in supporting the customer. Bots are set to become more predominant for the CX, and at the core they should use business KM to provide an enhanced CX.

As a highly integrated and innovative solution, KM as “a single source of truth” is paving the way for the automated and interconnected CX of the future.

October 18

CX Strategy: 2017 A CX conversation with Brisbane City Council

Brisbane is a great place to live, work, and relax [...]

Brisbane is a great place to live, work, and relax – it’s a safe, vibrant, green and prosperous city, valued for its friendly and optimistic character and enjoyable lifestyle.

Together, we’ve achieved a lot, but there’s more to be done.

Every day, Brisbane City Council works with residents and local communities to help make our city what it is today, with a long-term vision for the future.

It’s that vision and focus that has Brisbane heading in the right direction.

Brisbane City Council is delivering congestion-busting road projects, Australia’s most modern public transport, including the Brisbane Metro, as well as the parks and vibrant, liveable communities that residents deserve – all with a strong economy and more local jobs. We’re growing our city while maintaining the character of our suburbs, planning carefully for inevitable growth and focusing development around transport options.

By delivering on a strong plan now, with a vision that looks to the future, Brisbane City Council is improving quality of life for residents while ensuring our city has the services and infrastructure to meet the needs of future generations.

Following the implementation of a successful customer experience (CX) upgrade to Brisbane City Council’s customer service centre, Councillor Matthew Bourke shares his top insights about growth improvement and meaningful customer service.

How the CX can help businesses grow

For any organisation, an omnichannel CX is key to enhancing customer engagement and delivering consistent interactions across every channel. From the accessibility of information to the responsiveness and quality of the platform – every facet of the CX needs to be robust and reliable.

For example, at Brisbane City Council, customer feedback paves the way for us to improve and transform our CX and customer service offerings.

We truly listen to customer feedback to ensure that we transform our CX in ways that will provide positive outcomes for stakeholders. By streamlining CX processes in this way, organisations can minimise rework and optimise their budget, providing meaningful, value for money to our customers.

Data is an invaluable tool in allowing organisations to realise where the best opportunities lie for enhancing their CX. All data sources should be considered to truly transform an organisation’s service delivery and CX.

A CX roadmap is an excellent guide for implementing a successful engagement strategy and working towards best-practice in the CX journey. For example, Brisbane City Council has rich data sources and has recently seen the benefits of mining data across multiple channels and interactions.

This information has given us the true human story of our CX, helping us identify strategies for improvement.

Introducing BCC’s CX Strategy Roadmap

With a 24/7 Contact Centre servicing 1.4 million residents, Brisbane City Council sees the value in listening to the many community voices asking questions and providing feedback about the city. Our current customer service focus is developing a CX Strategy Roadmap. This will guide us to implement a successful customer experience strategy and work towards delivering a best-in-class customer experience.

The roadmap will be based on our Customer Service Charter, which considers how we provide meaningful service to everyone, everywhere, every time.


  • Everyone is a customer and we all serve customers
  • Customers are valued equally and individually
  • Customers can speak to any Council employee and they can point them in the right direction


  • Customers choose how they interact with Council from a range of contact methods and locations
  • Wherever Council employees are, they are able and willing to assist customers

Every time

  • Consistent, quality service – without exception
  • Customers associate excellent customer service with Council
  • Employees consider the customer in all they do

This is an organisational-wide vision for all employees, third party contractors and suppliers. It outlines the Council we want our external customers to experience and also describes how we serve each other internally.

Our Customer Focus Vision, will be achieved through realising the following six key aspirations.

  • One Council
  • Customer Council
  • Dedicated Council
  • Personalised Council
  • Trusted Council
  • Open Council

Digital disruption and the evolution of the CX

In a disrupted world, there is a rising expectation for services to be delivered digitally via the customer’s device of choice. Organisations need to meet the rising customer demand for a seamless digital CX, providing a personalised and engaging CX that’s accessible anywhere, anytime via multiple devices.

Today’s customers expect value for money, responsiveness and ease of access to services and information. As we progress further into the digital age, it’s critical that organisations understand their customer pain points and set new standards of service delivery, prioritising digital engagement.

In Council, our CX focus is to truly listen to our customers so that we can design services in ways that create an outstanding CX. Whether it’s delivered digitally, in person or through other channels, we are committed to understanding what our customers value most and how they want to be served. Our ongoing focus on enhancing the CX will allow us to identify our biggest opportunities and action these quickly.

By listening to our customers and delivering on a strong plan now, with a vision that looks to the future, Brisbane City Council is improving quality of life for residents while ensuring our city has the services and infrastructure to meet the needs of future generations.

Three key strategies for enhancing the CX in your organisation

  1. Integrate CX processes with innovative technology.
    Highly integrated processes are key to building a customer-focused culture across the entire organisation. Previously, Brisbane City Council’s customer service environment was siloed, with 13 different systems. The platform we were using was becoming increasing unstable and it was difficult to find skilled resources to manage it.

    To solve this issue and improve our CX delivery, we partnered with Verint to implement a highly configurable and knowledgeable system, with the ability to manage, modify and improve our customer interactions. This new system enabled us respond to changing customer behaviours and expectations, driving innovation and greater efficiencies in our CX journey, as well as modernising our old and complex technology environment.

  2. An intuitive system frees up your people for more complex tasks.
    Having the right technology in place to deliver an integrated CX is one thing; you also need the right people on board to manage the change. A customer-centric, intuitive system with better reporting, reliability and ‘one view of customer’ will assist organisations in decreasing the amount of time required for training.

    In short, with a platform that provides real-time updates of knowledge and self-service capabilities, organisations can free up talent for addressing and solving more complex issues that require a human touch.

  3. Don’t underestimate complexity.
    When embarking on a transformational CX project, don’t underestimate the complexity of your business when you are trying to simplify it.

    The most time-consuming task for any organisation is defining each and every process that is completed on behalf of a customer. Focus on enabling improved customer intelligence to support business planning and decision-making, both now and in the future.