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When agents transitioned to work-from-anywhere, the traditional approaches to quality management were no longer viable, writes NICE president for APAC Darren Rushworth.More

Qualtrics aims to open a new data center in Singapore as the company continues its expansion efforts across Southeast Asia.More

Most recently, the company was named a Niche Player in the Magic Quadrant for IT Service Management Tools for its Freshservice solution.More

There could not be a better way to get at the heart of this topic than hearing from the experts whose mission it is to make sure customer service is the best of the best.More

Organisations often limit social to the marketing department, but instead it should be connected into the ‘lifeblood and workflow’.More

Offers 100% customer interaction coverage even in a work from home environment and provides an automated report on a programmable scorecard.More

Vendors added and upgraded, alongside the old reliables in the 2020 Gartner Magic Quadrant for CRM Customer Engagement Center. More

As well as customer communications management, it is a leader in communications composition, business automation and omni-channel orchestration.More

“Contact centre leaders are looking for continuity and the ability to serve their customers in a very dynamic environment in their day to day operations."More

New customer experience technologies & tools could help organisations in many different ways.More

The Rapid Response Virtual Agent tool streamlines customer interaction with its Contact Center AI, which provides a ‘first line of response’ through conversational self-service support via chat or over the phone.More

The report highlights a key theme: that organisations are slow to respond to customer expectations.More

Millennials and Generation Z are transforming the customer experience, and businesses can only grow sustainability if they deliver what customers expect.More

“I’m extremely excited to be heading up the InVision team in APAC as we look to bring our platform to more customers."More

Digital print services can give retail spaces the flashy edge needed for an attractive décor to provide an engaging customer experience.More

Although robotics has been gaining traction in the business world for some time, there are many misconceptions around its capability.More

Retargeting and personalised advertising campaigns can yield between five and ten times the success rates of regular online advertising campaigns.More

“With ABBYY Mobile Web Capture, we aim to help organisations to deliver a smooth customer experience, boost profits and differentiate on the market.”More

“Today, CX technology has the power to secure, enhance and stimulate a brand’s relationship with a consumer – but it should not define, nor limit them.”More

Australian distributors have nothing to fear in the Amazon economy - they simply need to understand the value they can offer and put modern tools.More

Plexure has developed an intelligent technology platform that powers mobile marketing.More

Survey of global customer engagement leaders finds businesses not actively investing in AI are falling behind.More

“Brands must think like their customers, understand their point of view, and turn that into an experience that will resonate with them."More

“Locally, consumers are becoming more open to engaging in services and offerings that are hyper-personalised."More