Customer experience news stories - Page 3
NICE expands its strategic partnership with Google
NICE has announced the expansion of its partnership with Google and the optimisation of CXone, its cloud native customer experience platform, for Chrome OS.
New study finds CX automation enables businesses to double revenue growth
The study found that growth is fuelled by businesses more than doubling their new leads year over year, with a reported 110% increase in new leads and a 94% increase in conversions compared to the previous year.
Excellent CX requires first party data and robust strategies, survey finds
Brands must look at managing their data collection strategies, investment strategies, and deploying improvement in their identity management practices to reach, engage, and retain customers moving forward.
A new way to test user experiences in Facebook, Metaverse, and VR
Video-based human insight company UserTesting has released new templates for its Human Insight Platform, enabling fast, opt-in feedback from any metaverse or virtual reality user, including those using Meta (formerly Facebook).
Research finds more than half of APAC consumers think customer service is an afterthought
Zendesk's annual research has uncovered a gap between consumer expectations and company actions regarding customer service.
Retailers must step up omnichannel customer experience - Forrester report
Customers seek to engage with a unified brand or organisation across all touchpoints, regardless of whether they are offline or online.
The Engenco Group chooses SugarCRM to power customer relations
SugarCRM, provider of the AI-driven CRM platform, has announced that The Engenco Group has implemented SugarCRM to consolidate customer data, improve customer insights and enhance customer experience.
Sitecore ramps up 'ambitious' growth plans in APJ with new hire
Asia-Pacific and Japan president Joey Lim will lead Sitecore's APAC operations and strengthen the company's regional presence.
How modern technology solutions help insurers provide a better customer experience
In a market that values hyper-personalisation over all else, the importance of customer experience (CX) and user experience (UX) has proven to be what matters most to the public.
Delivering a compelling customer experience in the digital age
Delivering a compelling customer experience in the digital age starts with the organisation’s website.
Auth0 launches Identity Platform on Microsoft Azure
"The Auth0 Identity Platform on Azure can help unlock a secure and compliant cloud deployment experience for organisations seeking support across CIAM use cases."
Genesys raises $580 million in funding at $21 billion valuation
Genesys has announced a $580 million round of funding to accelerate the company's leadership in the Experience as a Service market globally.
Poor customer experience could cost Aus businesses up to $69bn every year
Nearly nine in ten Aussies say they were dissatisfied with their experiences as customers in 2021, according to the Qualtrics 2022 Global Consumer Trends.
Optimizely improves customer experience outcomes with Welcome acquisition
Optimizely has announced it has entered into a definitive agreement to acquire Welcome, with the intention of helping marketers deliver better customer experience outcomes.
Pegasystems launches AI-powered customer journey capability
"Next-Best-Action Customer Journeys provides businesses a propensity-driven solution that adapts to customers' context in real time, bringing true value and relevance to customers."
ConnectWise bolsters CX portfolio with SmileBack acquisition
ConnectWise will now own and develop the SmileBack customer feedback system, which is designed specifically for the MSP market.
From AI shop assistants to virtual changing rooms: Why human-centric tech will define the future of retail
More Australians than ever turned to online shopping through the pandemic, with 9 million households purchasing online in 2020, representing 57% year-on-year growth.
Virtual change rooms & AI shop assistants: Why the future of retail will be defined by human-centric tech
New Zealanders value the sense of security and certainty that comes with physically collecting their shopping, rather than waiting for delivery from an online purchase.
How businesses can better adapt to meet the changing demands of customer experience
While it will take time for the long-term effects of the pandemic on businesses to be fully realised, some of the most significant impacts that have emerged are in the customer experience (CX) arena.
WSO2 announces $90m funding will be used to drive global expansion
WSO2 has announced that the company has closed $90 million in financing from client vehicles, advised by Goldman Sachs Asset Management Private Credit.
Sales professionals struggling to be relevant in a hybrid 'virtual' selling world
The rapid acceleration of hybrid work due to the COVID-19 pandemic is having a profound long-term impact on buyer and seller relationships, according to a new report.
Businesses prioritise friendliness over function in CX journey - Genesys report
58% of consumers believe it is important that businesses are quick to respond. However, only 41% of businesses actually prioritise quick responses.
Interview: Sitecore explains why personalisation is key to customer experience
But what does a personalised experience look like? We spoke to Sitecore’s director, commerce, Mark Johnson, to find out.
Interview: Sitecore on the importance of digital touchpoints during the eCommerce revolution
2020 marked the dawn of a new decade, new disruption, and a monumental journey for commerce. Something changed for every business, everywhere, at the same time.