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Technology news for Australia's largest enterprises

Customer engagement news stories - Page 2

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Customer experience
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’.
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Contact Centre
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.
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CRM
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.
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Omnichannel
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.
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Contact Centre
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."
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Customer experience
How companies can use emerging CX technologies to improve customer retention
New customer experience technologies & tools could help organisations in many different ways.
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Microsoft
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.
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Customer experience
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.
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Customer experience
Understanding customer diversity key to omnichannel experience
Millennials and Generation Z are transforming the customer experience, and businesses can only grow sustainability if they deliver what customers expect.
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Customer experience
InVision appoints first APAC MD following rapid regional growth
“I’m extremely excited to be heading up the InVision team in APAC as we look to bring our platform to more customers."
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Canon
How digital print can keep retail spaces ‘instagrammable’
Digital print services can give retail spaces the flashy edge needed for an attractive décor to provide an engaging customer experience.
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Customer experience
How robotics can improve customer experience
Although robotics has been gaining traction in the business world for some time, there are many misconceptions around its capability.
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Marketing
Personalised advertising continues to flourish
Retargeting and personalised advertising campaigns can yield between five and ten times the success rates of regular online advertising campaigns.
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Artificial Intelligence
ABBYY launches new tool to streamline customer onboarding
“With ABBYY Mobile Web Capture, we aim to help organisations to deliver a smooth customer experience, boost profits and differentiate on the market.”
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Customer experience
Trust and personalisation key to winning customer experience
“Today, CX technology has the power to secure, enhance and stimulate a brand’s relationship with a consumer – but it should not define, nor limit them.”
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Digital Transformation
10 ways disties can stay relevant in the age of Amazon
Australian distributors have nothing to fear in the Amazon economy - they simply need to understand the value they can offer and put modern tools.
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Customer experience
Kiwi software company aims to improve global customer experience
Plexure has developed an intelligent technology platform that powers mobile marketing.
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Artificial Intelligence
AI continues to widen CX success gap
Survey of global customer engagement leaders finds businesses not actively investing in AI are falling behind.
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Customer experience
Why humanising the customer experience is key to business success
“Brands must think like their customers, understand their point of view, and turn that into an experience that will resonate with them."
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Customer experience
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."
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Customer experience
Failing to act on feedback holding back Aussie companies
More than half of Australians said organisations acknowledged feedback but failed to act on it, having an adverse effect on loyalty, Qualtrics says.
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Artificial Intelligence
Avaya expands integration with Google Cloud AI
This includes embedding Google’s machine learning within conversation services for the contact centre, enabling integration of AI capabilities.
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Customer experience
Forrester: Pegasystems a Leader in real-time interaction management
Forrester analysed the 12 most significant RTIM providers against 33 key criteria and gave Pega top scores in current offering and strategy categories.
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Partner Programme
Check Point launches engagement-based partner programme
The new Check PointS partner programme directly rewards solution providers for activities that deepen customer relationships such as C-suite meetings.