Stellar Trends & Insights Report: October 2016

Join us to discover the latest trends in our industry and customer experience. In this issue: banks that speak your lingo, Amazon to focus on Australia, and direct flights to the UK coming soon.

For the past two years Stellar’s Strategy team have pulled together a monthly update for our corporate and operations teams. The Stellar Trends & Insights Report brings our people to the cutting edge of trends in our industry and in customer experience. It kicks off internal conversations about how our clients might be impacted, and how we can make improvements to our business to navigate change.

We’re now unlocking our secrets. Look out for the Stellar Trends & Insights Report now every month on our blog.

Say g’day to savings

Digital banking that recognises Aussie slang

When it comes to digital, Macquarie Bank wants to stop thinking like a bank and instead aim to deliver a customer experience more similar to that offered by companies such as Spotify, Netflix and Facebook – personalised and intuitive. The bank’s new digital platform allows natural language search and possesses machine learning capabilities. The natural language search component allows questions to be asked on topics such as spending at specific stores or on specific products, recognising Australian slang such as “Maccas” and “sunnies”.

Find out more here: http://diginomica.com/2016/09/30/macquarie-banks-on-customer-appetite-for-a-spotify-like-experience/

Time for Prime

Amazon looks to build a greater presence in the Australian retail jungle

Amazon has set its eyes on increasing its presence in the Australian market, which could impact large electronics retailers such as JB Hi-Fi and Harvey Norman. Amazon could generate sales of up to $4b, which may have a significant impact on earnings for large retailers. Amazon’s Web Services division has an office in Sydney, but the group has no warehouses to date in Australia. Currently, Australians are estimated to spend between $500-700m on Amazon’s websites, with reports showing greater usage of Amazon than major Australian retailers already.

Find out more here: http://www.smh.com.au/business/retail/disruptor-amazon-set-to-shake-up-jb-hifi-and-harvey-norman-20160926-groe32.html

See Big Ben tomorrow

Australia to Europe direct flights may soon be a possibility

Qantas is close to offering non-stop flights from Perth to London or Paris, as the WA State Government aims to turn the state into a hub for European visitors. Qantas is looking into using its new Boeing 787 Dreamliner planes for non-stop flights between Australia and Europe, as well as additional routes to the US. The proposed direct flight between Perth and London Heathrow would be one of the longest commercial flights in the world, at over 17 hours. The flights may be starting in 2018.

Find out more here: https://au.news.yahoo.com/thewest/wa/a/32456094/non-stop-flight-to-london-closer

If you have any feedback about the Stellar Trends & Insights Report, we’d love to hear from you. Reach out on LinkedIn or Twitter.

Want to learn more about Stellar?

Stay at the forefront of customer experience and industry trends.
We will keep your email address safe and you can opt out anytime.

About The Author

Continue Exploring The Blog

Contact Centre
Jonathon Little

Understanding Omni-Channel

Interacting with your customers across several channels has become common nowadays. Once upon a time, we may have assumed that customers would interact with us either in-store, on the phone, or online, and that we didn’t necessarily need to be too concerned about the customer experience being seamless across all channels. Time has proven this assumption wrong.

Read More
Contact Centre
silvercode_administrator

The Custodians of Customer Loyalty

We are now living in a digital first world, with well-informed and impatient customers using an omni-channel approach to interact with companies. Despite the availability of digital channels and approaches, customers still prefer to speak with a person for complex issues. So what does this mean for the call centre?

Read More
Business
Jonathon Little

Stellar Trends & Insights Report: March 2018

Join us to discover the latest trends across Australian industry and customer experience. In this issue: artificial intelligence with a soft side, digital creating revenue rewards, and speakerless phones on the horizon.

Read More
Stellar United States