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Tackling Asia’s Customer Experience Management Challenges

SINGAPORE, July 11, 2014 /PRNewswire/ — In a world of rising customer expectations, greater customer choice and increased transparency, businesses are facing fiercer competition.

According to a recent study, 95% of business managers in Asia said customer experience management will be important to their organisation in 2014. 59% of organisations already have a comprehensive CEM programmes in place. Being able to differentiate your company and gain business advantage through CEM has become a truly urgent priority for many businesses.

IQPC is proud to announce the return of the region’s most anticipated event on CEM – 2nd annual Customer Experience Management Asia Summit (www.customerexperienceasia.com).

Returning from an incredibly successful launch last year, the summit has been carefully designed to help senior CEM professionals navigate the rapidly evolving Asian customer landscape to build a customer-centric culture, unlock customer insights and new revenue streams with social media and big data, and enhance customer advocacy via integrated omni-channel.

This year, in order to ensure a fruitful discussion, we have included an unprecedented C-level conversation panel, designated B2B/B2C streams, five different themed workshops and interactive roundtable discussions. In addition, you will hear first-hand insights from New York Times bestselling author, Ron Kaufman, and more than 30 global and regional CEM pioneers, such as Donna Peeples, Chief Customer Officer at AIG, Amy Shi-Nash, Chief of Data Scientist

R&D Lab at Singtel, Rimzie Ismail, Head of Customer Affairs & Service Initiatives at Dubai Airport, Anna-Karin Birnik, Head Brand Experience, Standard Chartered Bank and many more.

The technology underpinning the CEM space is another huge area for learning. At the summit, you can update yourself on the latest innovations and benchmark your practices with you regional counterparts.

Do not miss this opportunity to network with international and regional experts, forge new relationships and equip yourself with knowledge and skills to drive CEM and foster long-term success for your organisation.

Registration for Customer Experience Management Asia Summit is now open at www.customerexperienceasia.com. The full programme is also available for download. In addition, visitors can access the full speaker list. For further information, contact enquiry@iqpc.com.sg.

Event: 2nd annual Customer Experience Management Asia Summit
Dates: 13-16 October 2014
Venue: Amara Sanctuary Resort Sentosa, Singapore
Website: www.customerexperienceasia.com

Proven Innovator in Higher Education to Head RMIT University

MELBOURNE, Australia, July 10, 2014 /PRNewswire/ — RMIT Chancellor, Dr Ziggy Switkowski AO, is pleased to announce the appointment of Martin Bean to the position of Vice-Chancellor and President of RMIT University.

The Melbourne-born executive is currently the Vice-Chancellor of The Open University, the largest university in the United Kingdom.

RMIT University is Australia’s largest tertiary institution, with three campuses in Melbourne, Australia, two campuses in Vietnam and a centre in Barcelona, Spain. The University also offers programs through partners in Singapore, Indonesia, Hong Kong, mainland China, Sri Lanka, Belgium, Spain and Germany.

A global leader in managing the intersection between education and technology, Martin Bean has placed The Open University in a very strong position, maintaining its top-five position for student satisfaction in the UK’s National Student Survey, with scores of more than 90 per cent, while continuing to consolidate its world-class research profile.

Before joining The Open University, Martin was General Manager Worldwide Education Products Group at Microsoft, following executive leadership roles at Novell and other IT companies integrating technology and learning systems.

“Martin’s focus upon the student experience and understanding of how technology enables better learning and teaching outcomes will drive a new era in quality education for students attending RMIT,” Dr Switkowski said.

“He is an executive with strong international relationships within the higher education sector and industry built over many years and will bring a wealth of commercial and operational experience to the RMIT community.

“In addition, having successfully managed higher education reform amid the widespread regulatory changes within the UK system in recent years, he is perfectly positioned to lead RMIT through the changing regulatory landscape currently being shaped by the Federal Government.”

Awarded an Honorary Doctor of Laws from the University of London in 2013, Martin has a Bachelor of Education degree from the University of Technology, Sydney.

At the invitation of the UK Government, Martin developed and launched FutureLearn in December 2012, the UK’s response to the Massive Open Online Courses (MOOCs) movement.

Under his leadership The Open University has also made its award-winning course materials available to more than 200,000 enrolled students via tablets and smartphones. Martin will step down as the Chair but continue on the board of FutureLearn.

“I am thrilled and honoured to take up the role of Vice-Chancellor and President at RMIT University, one of Australia’s most vibrant and exciting institutions, especially during this time of reform within the Australian higher education system,” Martin said.

“With its focus on global learning, its urban and creative orientation and connections to professions, industries and organisations RMIT is uniquely positioned to build on its fine reputation in the years ahead.”

A graduate of the University of Technology, Sydney, Martin’s career in the igher education and IT sectors spans 25 years, working largely in North America.

He started at Drake Training and Technologies, managing the Asia-Pacific team, and later shifted to global IT software company Novell, which saw him running the field marketing operations world-wide.

Senior global operational roles at The Thomson Corporation and New Horizons Computer Learning Centres followed, before becoming a global manager at Microsoft, where he worked closely with worldwide education communities. He joined The Open University in 2009.

After spending the past 20 years in various international assignments, Martin will return to Melbourne to take up the role of Vice-Chancellor at RMIT in February 2015 and will be joined by his wife and three daughters.

THE SEARCH PROCESS

The search for the new Vice-Chancellor and President of RMIT University was overseen by the RMIT Council and managed by a sub-committee of five Councillors led by the RMIT Chancellor, Dr Ziggy Switkowski AO, further supported by former Vice-Chancellor and President of the University of South Australia, Professor Denise Bradley AC, and the University’s Executive Director of Human Resources, Marcia Gough, with the advice of Partner at executive search firm Amrop Cordiner King, Dr Sean Davies.

A high-res image of Martin Bean is available on request.

For media enquiries: David Glanz,
  +61 (0)3 9925 2807,
  +61 (0)438 547 723 or
  david.glanz@rmit.edu.au 

Image Attachments Links: http://asianetnews.net/view-attachment?attach-id=242409

Frost & Sullivan Lauds HireIQ’s Recruitment Tool for Reducing Costs and Improving Customer Experience in Contact Centers

MOUNTAIN VIEW, California, July 9, 2014 /PRNewswire/ — Based on its recent analysis of the customer contact predictive hiring and performance analytics market, Frost & Sullivan recognizes HireIQ Solutions, Inc. with the 2014 North American Frost & Sullivan Award for Customer Value Leadership. Straddling both workforce optimization in the traditional contact center market and business optimization in the back office, HireIQ’s automated solution addresses organizational pain points in recruitment and hiring.

HireIQ developed its solution by leveraging several years’ worth of performance and customer satisfaction statistics from numerous clients and matching them back to candidates to uncover relevant patterns. However, predictive analytics is just one component demonstrating the innovative nature of the HireIQ solution.

Its other tools include InterviewIQ, a cloud-based virtual interviewing product that enables job candidates to interview from anywhere, at any time of the day, by capturing both written and audio responses from candidates. The LanguageIQ application module assesses specific language fluency, proficiency, and critical-thinking skills in the candidate pool, while the Audiolytics, a proprietary, patent-pending audio analytics application, analyzes recorded voice files for emotional cues to the potential success of a candidate. For instance, if a firm is placing candidates for sales, the application will look for attributes such as energy and enthusiasm. This application then provides the data to the company’s Candidate Optimizer.

The Candidate Optimizer is a predictive analytics application that uses outcomes-based modeling and machine learning to identify applicants who are most likely to succeed. Lastly, the Performance Feedback process provides all recruiting stakeholders with relevant feedback through measurements of key performance metrics such as quality- and cost-of-hire, and time-to-hire, as well as retention statistics.

"HireIQ’s solutions enable contact centers to achieve the twin goals of reducing costs and improving customer experience by streamlining the early stage candidate screening process, cutting recruitment labor costs and time-to-hire, and expanding the pool of qualified candidates," said Frost & Sullivan Principal Analyst Nancy Jamison. "Furthermore, they enhance the consistency of the screening process, quality-of-hire, agent performance, and retention."

The "always-on, always-available" nature of the software enables clients to attract passive candidates and those who are typically working during normal business hours. By hiring the best fits, HireIQ’s tools enable companies to improve on measurements such as sales conversion, first-call resolution, and 90-day survival rate across all customer-facing operations, including call center, retail and branch. This, in turn, allows companies to lower costs as well as increase profits and customer satisfaction.

HireIQ’s solution also influences business operations considerably. Often, the agent hiring process is outsourced and during in-house training, there is a disconnect between recruiters and supervisors. HireIQ allows companies to aim for more quality, long-term hires by bringing hiring in-house and automating most of it. Moreover, its ability to share metrics with other groups dovetails nicely with the goal of increasing cross-organizational support so necessary in running a multi-channel customer contact practice.

Additionally, by speeding up the hiring process and giving direct and immediate feedback to candidates, HireIQ improves the hiring company’s brand value among both agents and clients. A thorough assessment of the fit of applicants allows companies to place and train them in the right position, reducing new hire anxiety and increasing the expertise of the entire group.

"Frost & Sullivan believes that HireIQ’s products complement and enhance contact center operations by bringing the tedious, costly, and time-consuming hiring process more in line with existing agent development processes," noted Jamison. "The end result is not only better operational efficiencies and reduced costs, but better trained and happier agents, which result in a better overall customer service experience."

Each year, Frost & Sullivan presents this award to the company that demonstrates excellence in implementing strategies that proactively create value for its customers with a focus on improving the return on investment (ROI) that customers make in its services or products. This award recognizes the company’s leadership in enhancing the value that its customers receive, beyond simply good customer service, leading to improved customer retention and, ultimately, customer base expansion.

Frost & Sullivan’s Best Practices Awards recognize companies in a variety of regional and global markets for outstanding achievement in areas such as leadership, technological innovation, customer service, and product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research.

About HireIQ Solutions, Inc.

HireIQ revolutionizes talent acquisition for front-line customer service positions such as those in contact centers, retail stores, branch banking, quick-service restaurants, and hospitality by automating the early stage screening process, automatically assessing for critical communication skills, and using outcomes-based data to facilitate continuous performance validation. HireIQ’s solutions enable companies to improve their hiring decisions, reduce time-to-fill, reduce recruiting costs, and increase talent performance and retention through its on-line virtual interviewing software, novel predictive analytics solutions, and structured feedback between recruiting and its stakeholders. HireIQ is a privately held company based in Atlanta, Ga. For further information, please visit www.hireiqinc.com. Follow us on Twitter @HireIQInc.

About Frost & Sullivan

Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today’s market participants.

Our "Growth Partnership" supports clients by addressing these opportunities and incorporating two key elements driving visionary innovation: The Integrated Value Proposition and The Partnership Infrastructure.

·   The Integrated Value Proposition provides support to our clients throughout all phases of their journey to visionary innovation including: research, analysis, strategy, vision, innovation and implementation.

·   The Partnership Infrastructure is entirely unique as it constructs the foundation upon which visionary innovation becomes possible. This includes our 360 degree research, comprehensive industry coverage, career best practices as well as our global footprint of more than 40 offices.

For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?

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Contact:

Mireya Espinoza
P: +1.210.247.3870
F: +1.210.348.1003
E: mireya.espinoza@frost.com

Kevin Hegebarth
E: kevin.hegebarth@hireiqinc.com