EXTRA INSIGHTS

Find additional industry articles, blogs, case studies, research, whitepapers
and opinions for industry sectors such as Transport and Logistics, Business
and Professional Services, Media and IT and more.

 

Future of Business 2015: Road to Growth

Customer Experience

Change and being able to adapt to change is now part of doing business but how do some organisations embrace change and are responsive and successful while many more fail. To ensure long-term survival and prosperity in this ever-changing environment, organisations need to become change-ready.

Road to Growth reveals what change readiness actually means for business, and how organisations can prepare and enable themselves for successful change implementation.

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How education faculties can give their universities a competitive edge

Digital, Education, ICT, Technology

In the new ultra-competitive era of higher education, students have become highly discerning paying customers, and have a greater choice of universities and courses than ever before. Digital technologies are changing the way students learn, where they learn, who they are learn with, and their expectations of personalised attention.

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Why many business leaders are overconfident about change

Future of Business

In today’s economy, where disruption is inevitable, we know it’s vital that organisations can adapt to change. So for this year’s Optus Future of Business Report we interviewed more than 500 senior business leaders across Australia to find out just how adaptable and agile their organisations are.

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Q&A with Grantly Mailes – Governmental Barriers in the Digital Age Part 2

Government, Digital

In the second of four blogs, Grantly talks about how digital technologies can play a role in helping governments to engage the public and also to improve the efficiency of government operations.

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Q&A with Daniel Bergan - An insider view of technology’s influence on Customer Experience Management

Customer Experience, Finance & Banking, Innovation, Technology

As a part of Optus Vision 2015, our very own Karen Platt sat down with Daniel Bergan to talk about how technological innovation can drive customer and staff engagement.

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Q&A with Grantly Mailes - Governmental Barriers in the Digital Age Part 1

Government, Digital

In the first of four blogs, Grantly Mailes, Victorian Government's Chief Technology Advocate and a Deputy Secretary of the Department of Premier and Cabinet, provides his perspectives into what are the primary roadblocks for a government to stay relevant in a digital citizen age.

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Cisco Live Executive Symposium

Cisco Live, Technology, Cloud, Big Data, Security

To succeed as a CIO today, you have to be a bridge between two worlds. The first is the world of technology - of infrastructure and enterprise architecture, and of the fast-evolving concepts such as cloud computing, Big Data and the Internet of Things, combined with security and trust.

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Q&A with Michael Weeding

Customer Experience, Banking & Finance

Cindy recently caught up with Michael Weeding, Director of Digital at AMP, to discuss the importance of creating a better digital experience for customers accessing their finances.

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How an innovative mobile app is helping Queensland emergency services

Applications, Mobility, Collaboration

No-one needs real-time information from the front line more than our emergency services - and that's exactly what Queensland Fire and Emergency Services (QFES) is getting now, thanks to a new mobile app.

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Why security is about people - maintaining consumer trust through staff education

Security, Networks

Getting more leads from your website, more downloads from your smartphone apps and more social media interaction with customers? That's great, but as digital technologies become more entrenched in your business, it becomes even more vital to protect your data.

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Q&A with Dr Steven Lin

Healthcare, Cloud

For HealthIT to reach its true potential, we require a shift in focus of technology from treatment, to the creation of new communication interfaces between practitioners and patients in order to increase awareness and education.

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Six ways digital signage can transform your in store customer experience

Customer Experience, Retail

We all know it - consumers are way ahead of retailers and manufacturers when it comes to using digital technologies in bricks-and-mortar stores. With mobile devices, customers can quickly access online product details, read reviews, text friends for opinions and compare prices.

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Five ways to become more competitive in the new education era

Future of Business, Customer Experience, Education

With the education sector facing unprecedented competition, leading institutions are becoming much more aware of their students as customers. They know that their students are leading users of technology but that students need to become even more technology savvy if they are to be successful in the workforce.

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How to create the learning experience that students and parents want

Future of Business, Customer Experience, Education

With increasing global competition and new technologies transforming the education sector, institutions are facing unprecedented competition. Those that don't make customer experience a high priority will find it increasingly difficult to attract the number and quality of students they need to thrive.

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Four ways financial services companies can delight customers

Future of Business, Customer Experience, Finance & Banking

Financial services and insurance (FSI) institutions generally deliver good customer experiences, but our Optus Future of Business Report 2014 identified some key areas where they can improve.

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Guest Blog: Customer Love

Customer Experience, Retail, Future of Business

There are so many aspects of Customer Service in this day and age but it is not difficult or complicated if the business is truly customer focused.

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SIP trunking can transform the way your business communicates

SIP Trunking, Voice & Collaboration

It’s a strange name but a powerful technology - SIP trunking allows you to replace antiquated phone equipment with cutting-edge systems that can transform the way your business communicates.

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How to delight financial services customers

Future of Business, Customer Experience, Finance & Banking

Financial services and insurance (FSI) institutions have traditionally been at the forefront of delivering a good customer experience, but are they doing enough in a highly competitive sector? The Optus Future of Business Report 2014 reveals that unless customer experience is outstanding, most consumers are unlikely to remain loyal - and even fewer are likely to recommend your business to other people.

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What to consider before moving to an IT-as-a-service solution

Vision 2014, Future of Business, ICT

Is it any wonder that cloud and other IT-as-a-service solutions have become so popular? Compared to traditional on-premises infrastructure, consumption-based IT services are quicker and easier to deploy. They can be more flexible and scalable. Upgrades are automatic. Costs are more predictable and manageable.

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ICT partnership helps training organisation go national

ICT, Education, Collaboration, Future of Business

New technologies are transforming education and training, just as they are in other industries. Regional organisations now have to compete with national and even international rivals. So it made sense for the four state-based Australian Institute of Management (AIM) organisations to merge.

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Moving to the cloud for collaboration Q&A with Peter Chalmers (Part 2)

Collaboration, Cloud, Change

In part two we chat with Martin English about his views on moving to the cloud for collaboration.

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How to get the balance right between mobility and security

Future of Business, ICT, Mobility, Security, Vision 2014

How do you stop a runaway train? IT managers could be forgiven for thinking they face a similar task - trying to secure business data as mobile devices abound in the workplace.

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Moving to the cloud for collaboration Q&A with Peter Chalmers (Part 1)

Collaboration, Cloud, Change

In this two part blog post we spoke with industry experts Peter Chalmers and Martin English to learn more about how they have approached collaboration in the cloud. Both discuss the impact cloud can have on a business, what needs to be considered before making the move, what causes a business to fail at cloud collaboration and finally both men share their advice on how best to get started.

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Why DIY network security may no longer be viable

Security, Networks

In days gone by, network security was generally a matter of installing a firewall and antivirus software. But with the increasing number and types of threats, do-it-yourself network security is becoming less feasible for many businesses.

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How to protect your business from today's security threats

Security, Networks

IT security is no longer just about protecting your computers, minimising potential downtime and lost productivity. It's about protecting your valuable business data, your customers' personal details and your company's reputation. In this paper, we'll introduce you to a multi-layered security solution that can help protect your business and safeguard your reputation. Do-it-yourself IT security is becoming more complex and less feasible for many businesses. But in the same way that most of us wouldn't build our dream homes ourselves, it's time to consider outsourcing your IT security. To understand why we think this is the best approach, we need to understand the risks - and just how complex and threatening the online threat landscape has become.

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How to use IT to engage customers and build trust

Vision 2014, Future of Business, Customer Experience

Are you underestimating the value of personally engaging with customers? Are you doing enough to build their trust?

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Three ways IT professionals can increase their clout

Vision 2014, Future of Business, Customer Experience

Consumer expectations will rise across the board over the next two years, according to the Optus Future of Business Report 2014. In particular, customers increasingly expect services that require minimum effort and deliver a quick result, and a personalised, flexible experience - all of which require technology solutions.

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Moving to the cloud for collaboration

Discussion Paper

The rapid evolution of public and private cloud computing has fundamentally changed the way Australian businesses design, procure and manage their IT and communications systems. Mature private cloud offerings simplify complex enterprise environments and public cloud services facilitate access to new applications and capabilities.

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The Changing Role of IT

Customer Experience, Vision

We know the role of IT is changing. The question is how to adapt, both as a part of an organisation and personally in your career. Three speakers at Optus Vision 2014 explored this topic.

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How Cancer Council Queensland is expanding its support network

Cancer Council, Case Study

Cancer Council Queensland provides vital assistance to Queenslanders affected by cancer - and thanks to a technology upgrade, it's expanding and improving that support network.

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Guest Blog: The Rise of Social Customer Service

Customer Experience

Over the last 10 years, there has been a dynamic shift in the way customers and companies are interacting and the evolution of digital communication has changed feedback channels by leaps and bounds. Gone are the days of comment cards, direct mail surveys and the length of time it takes for customers feedback to be heard or actioned in a business. The opportunity that dynamic customer experience programs deliver is new benefits that traditional approaches could never offer.

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Three ways to become a business that customers love

Customer Experience, Optus Vision 2014

A lot of business leaders say they want to become customer-centric, but how many succeed? Only around 12 per cent. At least that's the proportion of businesses that deliver an outstanding customer experience, according to the Optus Future of Business Report 2014.

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Three businesses that customers love

Customer Experience, Vision, Technology

Achieving an outstanding customer experience is not easy. It's a long, challenging journey, according to three keynote speakers at Optus Vision 2014.

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Using IT to deliver a great Customer Experience

Customer Experience, Technology

Two keynote speakers at the Optus Business annual conference, Vision 2014, explored the future impact of new technology on customer experience. They came from two different perspectives, but both agreed on the importance of understanding the human consequences of adopting new systems.

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Why your top IT priority should be to connect with customers

IT, Future of Business

What's driving your technology initiatives? If they're not designed to improve customer experience, your business is in danger of being left behind.

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How to optimise the mobile workforce

Mobility, Insights

Leading enterprises are using predictive analytics, machine-to-machine systems, distributed networks and the cloud to optimise their mobile workforce. This in turn helps to enhance their customer experience and helps to improve efficiencies.

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Partnership fast-tracks growth in security services.

Case Studies

Suretek's partnership with Optus brings benefits for its customers - and helps strengthen its postion as one of the leaders in delivering next-generation security services.

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Five steps to managing customer-driven change

Customer Experience, Opinion Paper

You've invested in a customer feedback program. The results are in and they include useful details on what your business is doing well and not so well. Even better, the analysis has some deep insights into how to actually improve your organisation's service.

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Listen, Learn, Act - Part 3

Customer Experience, Opinion Paper

You've invested heavily in a customer feedback program, but how can you be sure of getting a good return? The only certain way is to incorporate it as part of a comprehensive customer experience (CX) program that's fully integrated into your business.

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AIM partners with Optus to facilitate moving offices and integrating operations into a national business

AIM was moving their Sydney office and looking to interagate their operations into a national business. They partnered with Optus to look at their IT infrastructure and telephony requirements and now have improved reliability, with a blended cloud/in-house solution, and updated technology to reflect the nature of education today.

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Contact centre-as-a-service: how it works

Contact centre, CCaaS

Most of us understand the benefits of moving applications and basic infrastructure such as storage to the cloud - but a contact centre? How is it even possible?

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Why 'good' customer experience doesn't cut it

FoB, Report

In today's ultra-competitive market, merely satisfying customers is no longer good enough. You need to have a business that people love. New research shows that unless your customer experience is outstanding, most consumers are unlikely to remain loyal - and even fewer are likely to recommend your business to other people.

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Guest Blog - IDC: Building an endpoint security defence strategy

IDC Report, BYOD, IT, Endpoint Security

Mobile devices have become an entrenched part of today's business reality. Business executives are becoming more reliant on their own devices so they can remain productive and connected to their corporate environment, suppliers and customers. But for IT managers this rise in mobile device use for business purposes presents a unique set of challenges.

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IDC Analyst Connection - Endpoint Security: A Primary Line of Defence in the Mobility Era

IDC Report, BYOD, IT, Endpoint Security

The significance of both personal and mobile devices is apparent in today's business and technology environment. Fueled by the consumerisation of IT, we are entering the era of a three-device environment - laptops, smartphones and tablets. This, of course, will pose significant challenges and risks to the IT Manager as the 'Bring-Your-Own-Device' (BYOD) trend also means that users are able to access corporate data and applications through their own mobile devices.

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IDC Analyst Connection: Content Security: Importance of Protecting Information Assets for Today's Enterprises

IDC Report, Security

The information security landscape is constantly evolving and paving the way for newer opportunities and threats, thus, the need to secure content and information has never been greater. Since information and data require high levels of security, the issue is really how best to protect it?

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IDC Analyst Connection: Understanding Traditional and Digital Channels in the Future of Business

IDC Report, Future of Business Insights

The information security landscape is constantly evolving and paving the way for newer opportunities and threats, thus, the need to secure content and information has never been greater. Since information and data require high levels of security, the issue is really how best to protect it?

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Digital Mail Boxes - Who holds the key?

IT, Digital mail boxes

We've seen a lot of activity in digital mail boxes, particularly in 2012, with new entrants emerging in the 'postal' market. The prize to the winner is huge: the number of customers, continued interactions and the data that goes with it to drive more revenue. The challenge, however, is as big, if not larger than the prize.

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Top five requirements for customer feedback programs

Customer Experience, Opinion Paper

Today's consumer is inundated with customer feedback forms, polls, surveys and market research calls. So how do you make sure your customer feedback initiatives stand out from the crowd and deliver a good return on investment (ROI)?

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Medium Sized Enterprises: Multi - Channel Insights Q&A with Alister Cameron - Part 2

IT, Future of Business, Digital, Social, Multi - Channel

We spoke with business consultant, digital strategist and 'Blogologist', Alister Cameron, about the process of digitisation and the challenges mid-sized enterprises face when adopting digital systems. In part 2 of his response to our questions, Cameron explores inhibitors to change and what it is to be truly customer-centric.

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Medium Sized Enterprises: Multi - Channel Insights Q&A with Alister Cameron - Part 1

IT, Future of Business, Digital, Social, Multi - Channel

We spoke with business consultant, digital strategist and 'Blogologist', Alister Cameron, about the process of digitisation and the challenges mid-sized enterprises face when adopting digital systems. In part 1 of his response to our questions, Cameron explores the role of the CIO in the process and considers the best approach for addressing emergent channels for communication.

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Consistency: The hallmark of a multi-channel organisation

Contact centre, Future of Business Insights

It's vital to provide consistent service and information. This is a key theme that emerges from our latest Optus Future of Business Report 2013 for organisations seeking to offer a truly integrated, multi-channel experience for their customers - across physical stores, social media, mobile, online and contact centres.

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Five sure-fire ways to increase the ROI of your customer feedback program

Customer Experience, Opinion Paper

Let's face it: market research can be expensive. You know it's essential to improve your organisation's customer experience, but how do you ensure you get value from the outlay?

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Transitioning from a small to medium-sized business: choosing the right network solution is key

IT, WAN, Bandwidth, Growing Business, Network Solution

When a small business needs to grow to a medium enterprise, the challenge for company directors is to balance growth with the increased costs of managing the enterprise network.

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Why your business - and customers - should be thinking NBN

Data & IP

Connectivity may be your organisation's greatest asset - but only with a strong strategy to back it up.

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Enriching the mobile experience for customers

Mobility, Future of Business Insights

As Australians invest in smartphones, tablets and 'phablets', mobile is emerging as a prime channel for organisations to deliver apps and services to engage customers. Australian consumers are quick to adopt each generation of mobile technology and as this year's Optus Future of Business Report 2013 shows, mobile is growing in importance as a channel for organisations and their customers to interact.

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Creating an environment for successful mobile app

Mobility

IT departments are coming under increasing pressure to develop and deploy mobile applications for both internal and customer use.

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Measuring mobility

Mobility

Understanding ROI for investment in mobility for small to medium enterprises.

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Equipping your business to enable flexible working

Data & IP

The Government's goal is to double telework levels to 12 per cent by 2020. Find out more about National Telework Week, which is designed to promote the benefits and opportunities of flexible working.

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Turning BYOD into talent retention

Mobility

Going BYOD can help you attract and retain the best employees - as well as the best customer outcomes.

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Who is in the driver seat when it comes to mobility?

Mobility

New trends like BYOD and personal content are here to stay; make sure your IT strategy takes them into account.

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When a BYOD Dilemma Becomes an Opportunity

Mobility

Treat personal mobile devices as the new workplace norm, and the benefits will follow.

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Guest Blog - IDC: The key elements in outlining a network security strategy

IDC Report, IT, Network Security

IT decision makers today face an ongoing struggle with managing and securing the systems and infrastructure of today's mobile enterprise. With the proliferation of mobile devices and the shift towards cloud-based workloads, IT Managers will need to anticipate constantly evolving security threats and improve on technologies, policies and procedures in order to keep up with malicious actors and the threats they can potentially introduce.

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Guest Blog - IDC: A 'Defence-in-Depth' strategy for content security

BYOD, Data & IP

Since 2006, there have been a number of sources that talk about data as being the 'new oil'. In its basic, unrefined form, it's only marginally useful. But when refined by analysis, data can be invaluable. Regardless of how organisations and governments perceive the value of data, there is a strong and profitable black market for data that is illegitimately 'obtained', and significant cost to organisations that lose, or expose the data they host within their organisation.

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The contact centre evolves to multi-channel 'lynchpin'

Contact centre, Future of Business Insights

Contact centres fulfil a critical role to co-ordinate channels as consumers adopt mobile and socially connected devices. Our recent Optus Future of Business Report 2013 confirmed that consumers value contact centres, especially as they navigate newer, digital channels.

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Three critical IT-as-a-service challenges - and how to beat them

As a Service, Cloud, Hosting

The benefits of IT-as-a-service are compelling. In particular, businesses can profit from regularly refreshed technology without taking on the complexity, capital expense and lengthy rollout time of a typical on-premises upgrade.

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Digital Natives? The inflection point is here...

Collaboration

Work and life are becoming more collaborative than ever before. What does this mean for your IT Strategy?

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BYOD success

Opinion Papers, Mobility

Organisations are allowing an increasing range of personal devices to access their corporate networks. There are some keys to doing this successfully.

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