Displaying items by tag: Customer Experience

GUEST RESEARCH: Zendesk’s landmark annual research has highlighted the disconnect between Australian business leaders and their support agents on the level of customer service they provide, with their customers echoing the same sentiment.

Published in Guest Research

Engineering company The Engenco Group has implemented SugarCRM to consolidate its customer data, improve customer insights, and enhance customer experience.

Published in Strategy
Wednesday, 22 December 2021 10:23

LogMeIn to establish LastPass as standalone company

Cloud-based solutions provider LogMeIn is to establish its zero-knowledge password management provider LastPass as a standalone company.

Published in Security
Wednesday, 15 December 2021 16:54

2022 won’t be the year for IoT communications

GUEST OPINION: Soprano Design, a global communications platform-as-a-service (CPaaS) leader, today announced its key predictions for 2022.

Published in Guest Opinion

Research commissioned by Zendesk, the SaaS-based customer support and experience platform, shows agility is tied to the longevity of business success and is the new top customer experience priority for the majority of managers and support agents.

Published in CIO Trends

Furniture and homewares retailer, Freedom Furniture has chosen a solution from cloud-based integration platform as a service (iPaaS) provider Boomi to create a singular view of all data to drive operational transformation, support a product evolution, and enable personalised customer experiences across brick-and-mortar and ecommerce operations.

Published in Deals

The National Australia Bank has topped the 2021 Forrester customer experience index which benchmarks the quality of customer experience of five banks in Australia.

Published in Guest Research

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.

Published in Guest Research

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.

Published in Guest Opinion

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.

Published in Listed Tech

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.

Published in Strategy

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.

Published in Guest Opinion

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.

Published in Listed Tech

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.

Published in Guest Opinion

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.

Published in Business Software

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.

Published in Guest Opinion

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.

Published in Deals

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

Published in Business IT
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