Industry insider news for Australia's technology resellers
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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.
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.
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.
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.
The future of CX: How to make chatbots work effectively in your organisation
The secret to deploying virtual assistants successfully lies in implementing them in a way where everyone is a winner.
Getting value from software observability
Organisations now routinely mine software performance data to achieve ambitious business results, says New Relic.
AI projects set to double, with CX the key driver behind growth
“The rising number of AI projects means that organisations may need to reorganise internally to make sure that AI projects are properly staffed and funded."
Tech/talent combo key to solving underemployment, says Verint
IT and HR leaders must work more closely together to redefine the future workforce in order to keep the Aussie job market from collapsing.
Qualtrics aims to help organisations master experience management
Experience Basecamp helps users master XM products, including CustomerXM, EmployeeXM and Research Core.
How customer service directly impacts company revenue
The impact of bad customer experiences goes far beyond short-term sales.
Why businesses that prioritise CX generate 11% higher shareholder returns
“Locally, consumers are becoming more open to engaging in services and offerings that are hyper-personalised."
Adobe: CX a priority for business but tech adoption lags
Nearly half of global companies categorise their CX maturity as “not very advanced” (46%), with just 9% of APAC companies being “very advanced.”
How businesses can transform their customer experience in a realistic and timely way
“Businesses can’t simply decide to transform one day, then jump straight into making change for change’s sake."
Why Aussie brands blame their customers for CX shortfalls
Customers, on the other hand, see experience as a shared responsibility.
How businesses should approach designing a digital experience program
True product exclusivity has become rare, so customer experience is one remaining sustainable differentiator and a proven path to stronger competitive positioning.
Microsoft urges organisations to tackle data blindspots
Despite significant focus placed on CX transformation, over a third of Australian organisations claimed that more than one in five of their projects failed.
Exclusive: How Australian businesses can foster customer loyalty with CX
From boardrooms to meeting rooms, there’s an overwhelming recognition of the importance of CX, particularly when it comes to building customer loyalty.
Survey reveals CX disconnect is risky business
Too much conversation and too little action could lead companies to neglect, lose, and repel their very lifeblood, according to Dimension Data.
What AI should look like in the consumer-directed economy
Avaya's Peter Chidiac says among all the opinions on what constitutes customer experience, it's clear that they will not wait for businesses any more.
Forrester’s 14 quick tech predictions for 2019
Forrester weighs in on 2019 predictions, looking at how organisations will shift into a more precise application of transformative technologies.