Industry insider news for Australia's technology resellers
Customer experience stories
These search results are from across the Techday network of sites
Gartner highlights six ways to improve customer experience with VoC solutions
Using a VoC strategy focused on CX will enable service organisations to gain insights into customer motivations, impressions and experiences, leading to an improved bottom line, Gartner states.
Journey Digital's CX expertise recognised in Best Design Awards
The Awards recognise excellence in digital, graphic, motion, product, and spatial design - and it’s Journey’s second year of winnings for the company.
Agile and innovative teams are key to outstanding customer experiences
To ensure happier customers, fewer bugs and faster page loads are needed. Here are three ways that teams can enable greater customer experiences for their businesses — and it all starts with the dev team.
Managing quality with a work-from-anywhere workforce
When agents transitioned to work-from-anywhere, the traditional approaches to quality management were no longer viable, writes NICE president for APAC Darren Rushworth.
Connecting employee and customer experience a clear path to omnichannel personalisation
Companies that provide connected experiences report dramatic benefits around revenue growth, innovation, cost reduction, customer experience and digital transformation.
Dynatrace & SAP expand digital experience monitoring capabilities
Dynatrace now provides monitoring capabilities such as user monitoring and synthetic monitoring, as well as insights from its AI engine called Davis.
CX firm Qualtrics to launch Singapore data center
Qualtrics aims to open a new data center in Singapore as the company continues its expansion efforts across Southeast Asia.
Talend APAC Data Master Awards - winners revealed
The Data Masters Awards recognise customers that have deployed Talend Data Fabric with vision and leadership.
IFS acquires utilities workforce management company Clevest
This acquisition extends IFS’s capabilities in service management solutions as it focuses on driving service experience.
Genesys to deliver full EPOS product portfolio
“To launch on the Genesys AppFoundry is an important step for us to truly provide call centre professionals with the tools they need to ensure excellent customer service and experience.”
Customer experience key to post-pandemic prosperity, finds report
Boards of directors and senior management now want to turn their businesses towards digital customer communications.
Genesys: is A/NZ ready for customer experience post-pandemic?
The multi-region study shows the pandemic as an extraordinary catalyst for the adoption of cloud, automation, and greater digital engagement.
Twilio finalises US$3.2 billion acquisition of Segment
Segment will become a division of Twilio and will continue to be led by Segment CEO and co-founder Peter Reinhardt, reporting to Lawson.
Over the Wire brings Zintel back to A/NZ
The brand has returned due to the acquisition of J2 Global to provide customers with communications solutions that meet the needs of work-from-home.
Segment launches platform updates focusing on improving customer experience
"We're committed to helping companies access good data, so they can drive business growth and unlock the future of personalised experiences.”
Forrester names Pega ‘Leader’ in interaction management
Received top scores in 2/3 high-level categories – current offering and strategy – as well as the highest score possible in 25 of 30 criteria.
On October 28, go from CX starter to champion with Zendesk
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.
Futuresource: COVID-19 - Innovative retailers reaping rewards
Opportunity beckons to upgrade supply chain processes, transform the consumer experience and build customer loyalty across the omni-channel landscape.
Competing in the digital era: delivering better services with SD-WAN
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.
Firms that use social as a 'megaphone' miss out on transformation - Hootsuite
Organisations often limit social to the marketing department, but instead it should be connected into the ‘lifeblood and workflow’.
Slingshot makes Te Reo Maori important part of customer experience
“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.”
The innumerable benefits of AI for businesses
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.
The enormous impact of AI and machine learning on e-commerce
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.
Unity4 and Daisee partner to automate CX quality management
Offers 100% customer interaction coverage even in a work from home environment and provides an automated report on a programmable scorecard.