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The cause of many of the delays and connectivity issues experienced by end-users is the need to backhaul internet traffic. SD-WAN can help with that, writes Vertel commercial director Tony Hudson.More

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

“Maori is one of the three official languages of New Zealand, it just makes sense that our customers should be able to speak to our customer service representatives in Te Reo if they choose to.”More

Today, AI is serving almost every industry. From finance to medical, there is no business that can’t benefit from these new systems. Here’s what it can do for your business. More

With an increasing potential customer base, technologies such as AI and ML are crucial game-changers in the marketing and sales toolkit, writes dotdigital head of marketing Aparna Gray.More

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

The integration between the two companies aims to rectify the problem experienced by customers where their data does not move with them when they engage with organisations across several different functions. More

As technology becomes more complex, monitoring on its own isn’t an effective strategy to ensure that quality software is developed and tested in order to then perform at its best in production.More

The data center will play an important part in making sure the company delivers on regulatory and data security requirements that Medallia's customers need for their experience programs.More

In response to a growing demand for digital shopping experiences, Coles has launched Coles&co, a new experience designed to offer customers specials and exclusive content about new products, tips and recipes. More

The contact centre service adds machine learning capabilities that identify customer issues and trends in near-real time and enable call transcript search.More

People need to be able to work from anywhere without compromising productivity or security, and while delivering a consistent customer experience. More

The firm believes that the breach could have compromised contact details of a number of people who have had contact with the police.More

The standalone journey orchestration engine enables organisations to use insights from the Adobe Experience Platform to create and deliver personalised interactions across any channel in real-time.More

New research from Zendesk has revealed that startups which prioritised CX from their inception consistently outperform their peers. More

The solution is designed to support organisations with their customer experience strategies, as well as customer contact and engagements.More

Customers don’t have the time or patience for companies to figure it out; they go where they have the easiest, most satisfying experience. More

Einstein famously said, ‘Imagination is more important than knowledge’. And businesses sure must be imaginative right now, which leads to the question: what if technology could work as fast as the imagination?More

The COVID-19 pandemic has led to adaptations in the way people live, work and interact – and an increase in chatbot usage is one of many customer experience side effects.More

“In a competitive environment where pet owners have options for who they select as their vet provider, we know that customer experience is a key differentiator in the marketplace."More

Every day CX becomes a more valid metric with which to measure a business’s success, with a rise in better business outcomes directly proportional to amount invested in CX.More

According to a report released by Adobe last month, 40% of businesses leading in CX ‘significantly’ exceeded their 2019 business goals, compared with the 13% not leading in the CX space.More

One of the region's biggest service providers has abandoned its on-premise solution to take CX online with Adobe Experience Manager.More

Empathy and personalisation are two key modes in which businesses can gain trust with and form better relationships with customers, according to a new Genesys survey. More