Digital technologies and growing customer expectations mean service leaders must get the digital experience right, according to Gartner.

RingCentral announced that it has entered into a definitive agreement to acquire Connect First.

Retailers have historically struggled with access to customer data—perhaps the most valuable, untapped resource in businesses today.

An Auckland AI firm renowned for its work creating ‘digital humans’ is now unleashing its creativity to the wider market.

Gartner research shows that as the need for beyond-edge customer engagement rises, infrastructure service providers need to follow suit.

"As the world has become more hyper-personalised, thanks to digitalisation, it is clear that businesses should be honing into the deeper aspects of successful consumer services."

The partnership with Premier Technologies gives VExpress resellers access the Premier Contact Point offering for customer engagement.

In Frost & Sullivan’s APAC contact centre app report, Verint led all vendors, ranking top among 40 companies included in the analysis.

Gartner’s research has shown that three of the most common pieces of advice on customer experience could actually be holding back your RoI.

"It starts with understanding what drives your existing customers."

You’ve done the digital transformation project. Now what? Many organisations are shifting their mode of operation.

"While virtual technologies and messaging platforms are capable of helping customers with pre-approved or pre-programmed solutions to specific problems, they are still incapable of solving more complex issues."

The reality for most organisations is that they don’t have a complete understanding of the mobile needs and expectations of customers.

Verint is the only company recognised in both 2018 Magic Quadrants for the CRM Customer Engagement Centre and Workforce Engagement Management.

Gartner’s 2017 Customer Experience in Marketing Survey indicated that 67% of companies feel they compete mostly or completely on the basis of CX.

Customers have become more complicated and it can be a struggle for sales teams to keep up.

5 ways the retail industry can take advantage of an eCommerce revamp this holiday season.

Patrons of Macquarie Telecom were treated to amazing views of Sydney Harbour, wining and dining 50 feet above ground at the rocks.

Smart bots may change the customer experience in the near future, but major improvements are needed...

A new survey has revealed a clear connection between customer experience and technology adoption - but human capital is still very important.

The company says with more businesses providing Wi-Fi to customers and guests, it’s essential to have adequate troubleshooting capabilities.

The company says the solution provides a suite of website and in-product engagement capabilities, which help businesses capture more leads.

The partnership aims to revitalise Hills e-commerce capabilities and improve core business processes.

Pitney Bowes and Tech Mahindra have teamed up to target ‘untapped opportunities’ in location analytics and customer engagement solutions locally.