Displaying items by tag: Customer Experience

Significant opportunity to fix internal processes and address the root causes of customer experience issues in the wake of the pandemic continues to elude businesses, research by enterprise software specialist IFS has revealed.

What is Data Science?

GUEST OPINION by Chris Tucker, Vice President – Australia and New Zealand, HCL Technologies:  Data science is an interdisciplinary field that uses scientific methods, processes, algorithms and systems to extract knowledge and insights from structured and unstructured data and apply knowledge and actionable insights from data across a broad range of domains. It’s certainly a lot more than reports and analysis and it’s moving from the back room to the forefront of many businesses as it gives meaning to the numbers.

Customer experience vendor Qualtrics has entered into a definitive agreement to acquire omnichannel conversational analytics provider Clarabridge in a stock transaction valued at US$1.125 billion.

British telco BT and Microsoft have announced a new strategic partnership designed to accelerate innovation across enterprise voice, cyber security and industry-focused services in sectors from digital manufacturing to health, "setting businesses" in the UK and around the world back to growth.

GUEST OPINION by Andy Mellor, regional vice president ANZ at Kofax: If you’ve ever gritted your teeth while listening to bad hold music, or cursed as you completed forms by hand, you don’t need to be told that sometimes, government process can be inefficient, complex and slow.

Australian-listed digital services company Webcentral Group has rebranded and amalgamated its current brands Netregistry and WME into a single brand - Webcentral - in a move it says is designed to both improve and simplify its customer experience.

8x8 Voice for Microsoft Teams App Adds SMS, MMS and Fax Capabilities to Teams; Provides Teams Users with More Digital Communication Channels for Employee and Customer Engagement.

COMPANY NEWS: Cloud communications platform provider 8X8 has announced that the new 8x8 Voice for Microsoft Teams app has added Short Message Service (SMS), Multimedia Messaging Service (MMS) and fax capabilities to further extend the Teams experience for users.

GUEST OPINION by Katrina Wong, Segment: Consumers’ collective flight to digital sparked a global CDP boom in 2020 and, as the economy recovers, Australian businesses that don’t implement the technology may struggle, writes Katrina Wong, Vice President Product Marketing & Demand Generation, Segment.

A survey of more than 3,500 decision-makers – 333 of them in Australia – carried out for business software company Pegasystems found real-time decisioning technology is more important than ever, but there are still barriers to its adoption and use.

Given the market disruption experienced by the corporate sector over the past 12 months, companies found themselves needing to make bold choices and implement operational or product changes, fast. That pace proved to be the downfall of many, as all too often, companies were hamstrung by an inability to keep pace with their own plans. That gulf between vision and delivery at a critical time is perhaps most visible in application development.

Australian customer-owned bank Heritage Bank has signed a five-year deal with specialist customer communications provider Chandler that it says will “revolutionise” how it sends letters, statements, product information and other communications items to members.

The New Zealand arm of home improvement retailer Mitra 10 aims to "increase operational efficiency while modernising execution and communication processes across stores".

Zebra WEBINAR Wed Jul 29, 2020 11:00 AM AEST: Transforming retail supply chains today for resiliency tomorrow

Disruption in the supply chain is commonplace in today’s ultra-connected and globalised world.

VENDOR ANNOUNCEMENT: Customer Communication expert provider CoTé Software & Solutions (CoTé) have announced the launch of their Communications as a Service platform virsaic™ in North America, to offer organisations an enhanced customer experience across all channels and devices.

VENDOR ANNOUNCEMENT: Customer Communication expert provider CoTé Software & Solutions (CoTé) have announced the launch of their Communications as a Service platform virsaic™ in North America, to offer organisations an enhanced customer experience across all channels and devices.

IT services provider Empired has expanded its customer experience team with the appointment of Episerver executive Darren Stahlhut as national technical director in its digital and experience design team.

Solar, gas and electric hot water systems company Rheem Australia has commenced deployment of Nintex Promapp - the visual process mapping and management capability of Nintex - to improve Rheem’s customer experience and overall customer satisfaction.

Cafe chain The Coffee Club has seen a 20-point increase in NPS (net promoter score) following its adoption of software from experience intelligent specialist InMoment.

Brands and customers aren't on the same page as far as customer experience is concerned, according to a new report.