Digital Transformation / DX
Artificial Intelligence / AI
Internet of Things
Customer engagement stories - Page 1
The opportunity for CIOs to impact the customer experience
Digital transformation will continue to morph and steer CIO’s priorities in new and different directions, writes Sitecore chief operating officer for APJ Steve Hawkes.
‘A question of respect’ — Consumer reactions to poor digital services have hardened during the pandemic
Those who get it wrong, even just once, could see more than half of their customers leave forever.
Unleashing the power of retail loyalty: Who is getting it right?
Loyalty programs provide an exclusive ‘experience beyond the product' and help businesses get a better picture of their consumer buying journey.
Three key areas of modern digital experiences that organisations need to keep an eye on
The COVID-19 pandemic has enhanced customer expectations, and interactions must be built on a solid digital strategy, writes Empired head of digital Kevin Miller.
Artificial intelligence firm Ambit begins investment round
The raise is intended to capitalise on trends accelerated by COVID-19, including the rapid adoption of messaging by consumers and 24/7 online shopping.
How consumer online behaviour has changed during the pandemic
Organisations can’t afford to take any chances when it comes to delivering faultless digital experiences.
Laser focus on customer-oriented tech top priority for customer service industry - report
"These technologies support new operational needs of managing a remote workforce and new demands and expectations from customers."
Genesys G-Summit South Asia 2021: Taking CX to the next level
Genesys G-Summit South Asia 2021 is a two-day virtual customer experience event for customers, industry visionaries, and market experts from around the South Asia region.
Self-service in high demand for today’s enterprise customers
"Enterprises stand to increase sales, improve customer experience and brand image while reducing churn and customer support costs by facilitating a seamless product-content process.”
NICE releases an AI-powered self-service platform
Cloud software provider NICE has released self-service platform CXone Expert, following its acquisition of MindTouch, a San Diego-based cloud knowledge management software platform.
Video: 10 Minute IT Jams - Who is ActiveCampaign?
In this interview, Techday speaks to ActiveCampaign founder and CEO Jason VandeBoom, who discusses the ins and outs of the customer experience automation.
Customer data generation spikes during 2020 - Twilio report
In December 2019, Twilio Segment processed close to 500 billion API calls per month. In December 2020, that number reached more than one trillion.
Why tech complexity is a customer experience issue
The digital customer experience is everything that customers experience via software. It’s the entire virtual storefront: the ‘face’ of your business. And who’s developing these business-critical experiences? Software developers.
Managing quality with a work-from-anywhere workforce
When agents transitioned to work-from-anywhere, the traditional approaches to quality management were no longer viable, writes NICE president for APAC Darren Rushworth.
CX firm Qualtrics to launch Singapore data center
Qualtrics aims to open a new data center in Singapore as the company continues its expansion efforts across Southeast Asia.
Freshworks named in fourth Magic Quadrant this year
Most recently, the company was named a Niche Player in the Magic Quadrant for IT Service Management Tools for its Freshservice solution.
On October 28, go from CX starter to champion with Zendesk
There could not be a better way to get at the heart of this topic than hearing from the experts whose mission it is to make sure customer service is the best of the best.
Firms that use social as a 'megaphone' miss out on transformation - Hootsuite
Organisations often limit social to the marketing department, but instead it should be connected into the ‘lifeblood and workflow’.
Unity4 and Daisee partner to automate CX quality management
Offers 100% customer interaction coverage even in a work from home environment and provides an automated report on a programmable scorecard.
What’s new in the CRM CEC Magic Quadrant
Vendors added and upgraded, alongside the old reliables in the 2020 Gartner Magic Quadrant for CRM Customer Engagement Center.
OpenText named overall leader in Aspire CCM Leaderboard
As well as customer communications management, it is a leader in communications composition, business automation and omni-channel orchestration.
NICE inContact expands access workforce engagement solution
“Contact centre leaders are looking for continuity and the ability to serve their customers in a very dynamic environment in their day to day operations."
How companies can use emerging CX technologies to improve customer retention
New customer experience technologies & tools could help organisations in many different ways.
Google Cloud launches COVID-19 rapid response programme
The Rapid Response Virtual Agent tool streamlines customer interaction with its Contact Center AI, which provides a ‘first line of response’ through conversational self-service support via chat or over the phone.