Industry insider news for Australia's technology resellers
Customer experience stories
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Genesys and Adobe partner up to deliver CX integration
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.
What is full-stack observability?
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.
Medallia opens Singapore data center
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.
Coles launches new digital experience in response to changes in customer behaviour
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.
AWS Contact Lens for Connect set to arrive in A/NZ
The contact centre service adds machine learning capabilities that identify customer issues and trends in near-real time and enable call transcript search.
How cloud-based contact centres will ensure agents can work from anywhere
People need to be able to work from anywhere without compromising productivity or security, and while delivering a consistent customer experience.
NZ Police & research firm caught up in data breach
The firm believes that the breach could have compromised contact details of a number of people who have had contact with the police.
Adobe launches customer journey solution for A/NZ businesses
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.
The one thing successful startups have in common? Quality CX
New research from Zendesk has revealed that startups which prioritised CX from their inception consistently outperform their peers.
Vodafone rolls out contact centre solution powered by AWS
The solution is designed to support organisations with their customer experience strategies, as well as customer contact and engagements.
Enhancing the customer experience with data
Customers don’t have the time or patience for companies to figure it out; they go where they have the easiest, most satisfying experience.
The need for speed: What if tech could work as fast as your imagination?
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?
Consumers turn to chatbots & online messaging as COVID-19 bites
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.
Vet CX chooses MaxContact to improve customer experience
“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."
Why CX is a 'must-have' and not a 'nice-to-have'
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.
What is a business without customers? Why CX investment should be a strategic play
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.
Datacom dives into cloud with Adobe
One of the region's biggest service providers has abandoned its on-premise solution to take CX online with Adobe Experience Manager.
Businesses must understand the link between empathy and personalisation
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.
Research: Tech execs’ priorities in the ‘new normal’
AppDynamics’ new research reveals 95% of organisations have changed their technology priorities because of the COVID-19 pandemic.
How organisations can capture lost revenue by eliminating missed calls
Customers who call tend to be the most valuable to any business. They also place a high value on positive phone call interactions, particularly when justifying big purchases or important decisions.
Pega strives to rid AI-based CX systems of discrimination
The check is designed to flag possible discriminatory messages created by AI before those messages reach the customer.
Qualtrics enhances CX insights capabilities
CoreXM updates allow businesses to listen and act on the needs of their customers and employees and identify key business drivers.
How automation and supercharged analytics can transform the service industry
Businesses in the service economy are increasingly recognising the need to build trust and maintain agility in order to meet the challenges of a changing business environment.
Ecosystm teams up with Capgemini to accelerate growth
Ecosystm has brought on Capgemini, a consulting, digital transformation, technology and engineering services provider, as a digital partner to extend the company’s growth and digital experience plans.