Industry insider news for Australia's technology resellers
Customer experience stories
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Adobe and ServiceNow team up to bolster customer experience
The integration connects workflows between Adobe Experience Platform and ServiceNow, improving personalization of customer experiences across all touchpoints, and brands can now deliver enhanced customer service capabilities.
Retailers struggling to meet customer expectations during COVID-19
"If retailers haven’t made investments in the supply chain that ensure a seamless shopping experience that reflects the experience shoppers previously had in store or online prior to COVID-19, it’s clear that consumer expectations won’t be met."
Salvation Army helps community; Workday helps Salvation Army
In 2019 the organisation transformed its human capital management processes with the deployment of a Workday HCM solution.
Personal touch goes a long way for B2B customers, study finds
New research reveals that business to business customers expect personal service in an online chat, and this is a crucial element of customer experience.
How companies can use emerging CX technologies to improve customer retention
New customer experience technologies & tools could help organisations in many different ways.
Why data analytics is helping telcos ‘keep the lights’ on during unprecedented times
Locally, telco providers are leveraging customer experience analytics to build a 360-degree view of their customer journey across all channels and lines of business.
Trustworthy and reliable: why making data privacy a priority leads to stronger customer relationships
Showing you’re scrupulous about how you collect, use and store customer information also has a positive impact on your customers’ experience with your brand and your bottom line.
Forrester's guide to staying savvy in the world of COVID-19
Remote working, charting business outlook and CX are covered in this piece filled with advice for operating in the world of the pandemic.
COVID-19: Outbreak sees CX support tickets skyrocket globally
The week ending 22 March saw a 20% increase in global tickets compared to the same period last year, says Zendesk, a customer relationship management company.
How impatience drives our digital behaviour
Your reward for slow load times is a more fleeting interaction with your customer.
Australian fintech Brighte selects Nintex to bolster customer processes
Brighte has selected Nintex’s visual process mapping capabilities to help support its growth across Australia and the Philippines.
A/NZ firms fail to detect technical issues - until customers report them
A PagerDuty survey says that 42% of firms only uncover major technology issues from their customers.
Empired hits hat-trick at Episerver partner awards
Empired (Intergen) won two CX awards as well as APAC Partner of the Year at the awards ceremony in Sydney.
Data#3 wins two Cisco Partner of the Year awards
Recognised for Lifecycle and Adoption Services, and Architectural Excellence: Enterprise Networking.
Google Cloud’s plan to corner telecom market
Will focus on 5G business services, data-driven customer experiences, and telecom core IT systems.
CX maturity crucial to achieving business goals - Adobe
40% of businesses leading in CX ‘significantly’ exceeded their 2019 business goals, according to the Adobe report.
Are businesses failing their customers? New research delves into customer experience
New research indicates that businesses are not meeting changing expectations, with only 17% of organisations in Asia Pacific saying customers rate brand experiences as fully satisfactory.
Massive discrepancy found between business vs. customer outlooks on CX
The report highlights a key theme: that organisations are slow to respond to customer expectations.
New merger creates 'world's largest' CX company
The combined company will immediately support over 2,000 brands with a global team of 1,500 employees spanning North America, Europe, and Asia.
Verint and Adobe expand partnership to improve customer journey
Verint Systems has expanded on its partnership with Adobe, as both companies look to support more personalised customer journeys.
Organisations must tear down the walls between IT and CX
Organisations need to look at their customers in a completely new way as individuals that have unique needs and preferences.
New strategic alliance looks to combat Australia's potential economic downturn
"We are excited about leveraging the complementary strengths of the alliance in content, data and technology to help companies transform the customer experience.”
Demystifying M.E.L.T. - the key data for business observability
The acronym M.E.L.T. is used to define four essential data types: metrics, events, logs and traces.
Why creating an eco-system of interconnected apps can make your business stronger
If you’re not growing and nurturing an ecosystem of apps you could be missing out on the opportunity to boost your business by improving customer engagement and experience.