Displaying items by tag: CX

By Martyn Riddle, VP Marketing, Asia Pacific at Verint:  As the new year begins, CX leaders are setting resolutions to ensure their organisations thrive in 2025. And at a time when customer expectations are both high and uncompromising, some previously nice-to-haves are now business imperatives, most notably technologies that offer agility, intelligence, and the ability to deliver standout customer experiences.

Experience management (XM) category creator Qualtrics will redesign enterprise technology platform and telecommunication company Lumen’s customer and employee experience programs and improve customer service in a new extended partnership.

COMPANY NEWS: Bain & Company, Kantar and Qualtrics today release an update to their jointly-endorsed Global Standards for Customer Experience (CX) following a 10-week industry-wide consultation. The revised standards, now available at cx-standards.com, are the result of cross-industry outreach and collaboration from the three firms, and introduce a common language for excellence in CX with the aim of elevating the quality of CX practices across all sectors. Designed to guide businesses’ CX programmes, the standards offer proven strategies for superior customer experience.

COMPANY NEWS: Avaya, a global leader in customer experience and communications solutions, today announced it will showcase how businesses can use AI to safely and securely meet soaring expectations for customer and employee experiences – without disruption to their existing systems and processes – at Enterprise Connect 2024, the leading conference for enterprise communications and customer experience over the past 30+ years.

GUEST OPINION:   Enabling frontline customer service agents and making it simple to access human support making or breaking customer experience

Launched in the US in February 2022, Zoom's Contact Center is now available in Australia and New Zealand, with Zoom's regional CX head, Phil Zammit, zooming it with me via iTWireTV on why this is a pivotal point for the entire CX industry, and why customer service is about to dramatically improve.

Launched in the US in February 2022, Zoom's Contact Center is now available in Australia and New Zealand, with Zoom's regional CX head, Phil Zammit, zooming it with me via iTWireTV on why this is a pivotal point for the entire CX industry, and why customer service is about to dramatically improve.

Despite companies pouring a tremendous amount of capital in the acquisition of MarTech tools over the years, transformation plans are not coming to fruition, leaving businesses with the lingering promise of substantial growth.

Deloitte Digital is absorbing the teams from specialist consultancies Blended Digital, New Republique and Venntifact, making it Australia's largest provider of marketing technology and digital experience offerings.

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

Professional services firm Deloitte is acquiring Soda Strategic in order to strengthen the firm's Salesforce capability.

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

Organisations need to move to the cloud to take advantage of rapid technological change and to keep up with the speed of business changes. Oracle executive vice-president of applications and product development, Steve Miranda, said at Oracle OpenWorld Asia.

Releasing its new AI Maturity Index showing how AI is "already transforming customer experience in Australia" at its Refresh: CX event, Freshworks focused on "embracing the future of customer experience".

Civica has announced its latest partnership with BaptistCare (NSW and ACT) to supply its Cx Housing Management solution in a first for the A/NZ region, in a five-year deal.

West, a leading US provider of CX and UCS, surveyed more than 500 consumers to understand how they define high-quality CX, gauge how communication preferences shift across self-service and proactive interactions and identify which industries are leading and lagging in CX delivery.

nib health fund has added a personal touch to welcoming new health fund members – a video welcome from brand ambassador Paul “The Chief” Harragon.

The world’s largest CX (customer experience) company has come to Australia with the mantra ‘Retain. Grow. Repeat. For a lifetime.”

An agreement between Buzzient and Interactive Intelligence has led to the integration of social media analysis tools with the latter's telephony and contact centre software.