Tag: whitepaper

The Financial Services industry (FSI) in Indonesia is increasingly investing in digital. This is driven by both user demand and governmental incentives. However, organisations can be at very different stages of their digital maturity. Some organisations are in the early transitional stages while others are investing to enhance capabilities, they started investments in long ago. An understanding of the digital maturity of a typical financial services organisation in Indonesia gives their industry peers an opportunity to benchmark their technology and digital roadmap.

FSI in Indonesia is intensely competitive with a large number of players. There is competition from the fintech start-up community that is increasing market size and has driven a growing reliance on digital. Why is creating an exceptional customer experience a key differentiator in this competitive market? What are the impacts of OJK regulations on customer data management? How can a financial organisation create a single customer view across multiple channels and deliver personalised marketing initiatives?

Read this whitepaper to find out how digital-savvy customers are driving transformation in the financial services industry in Indonesia including:

• The key business priorities for 2021
• The shift in engagement strategies and channels
• The dependence on technology to support their marketing strategy

Click below to download the whitepaper

Customer experience (CX) is a key business priority for all organisations – irrespective of the organisation size.

Many of the contact centre solutions in the market can be complex and expensive and may not be suitable for a family-owned business or for a business requiring less than 30 agents. What these businesses look for in a solution include: inbound, outbound, call recording, workforce optimisation and basic analytics capabilities. SMEs tend to use contact centre solutions that come with telecom services and have a one-off implementation fee. The overall cost of the solution – including agent licenses and other associated costs such as training – has to be affordable for the SMEs.

This whitepaper provides CX decision makers in Australia’s SMEs with global best practices, to help them understand the priorities of SMEs in running their day-to-day contact centre operations, including case studies. The data mentioned in the paper is from the global Ecosystm CX Study that is live and ongoing on the Ecosystm platform.

Click below to download

Ecosystm pens a detailed case study examining how Norske Skog Australasia (NSA) successfully transformed its operations by adopting Ramco ERP solution.