Technology news for Australia's largest enterprises
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Forrester's guide to staying savvy in the world of COVID-19
Remote working, charting business outlook and CX are covered in this piece filled with advice for operating in the world of the pandemic.
COVID-19: Outbreak sees CX support tickets skyrocket globally
The week ending 22 March saw a 20% increase in global tickets compared to the same period last year, says Zendesk, a customer relationship management company.
How impatience drives our digital behaviour
Your reward for slow load times is a more fleeting interaction with your customer.
Australian fintech Brighte selects Nintex to bolster customer processes
Brighte has selected Nintex’s visual process mapping capabilities to help support its growth across Australia and the Philippines.
A/NZ firms fail to detect technical issues - until customers report them
A PagerDuty survey says that 42% of firms only uncover major technology issues from their customers.
Empired hits hat-trick at Episerver partner awards
Empired (Intergen) won two CX awards as well as APAC Partner of the Year at the awards ceremony in Sydney.
Data#3 wins two Cisco Partner of the Year awards
Recognised for Lifecycle and Adoption Services, and Architectural Excellence: Enterprise Networking.
Google Cloud’s plan to corner telecom market
Will focus on 5G business services, data-driven customer experiences, and telecom core IT systems.
CX maturity crucial to achieving business goals - Adobe
40% of businesses leading in CX ‘significantly’ exceeded their 2019 business goals, according to the Adobe report.
Are businesses failing their customers? New research delves into customer experience
New research indicates that businesses are not meeting changing expectations, with only 17% of organisations in Asia Pacific saying customers rate brand experiences as fully satisfactory.
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.
New merger creates 'world's largest' CX company
The combined company will immediately support over 2,000 brands with a global team of 1,500 employees spanning North America, Europe, and Asia.
Verint and Adobe expand partnership to improve customer journey
Verint Systems has expanded on its partnership with Adobe, as both companies look to support more personalised customer journeys.
Organisations must tear down the walls between IT and CX
Organisations need to look at their customers in a completely new way as individuals that have unique needs and preferences.
New strategic alliance looks to combat Australia's potential economic downturn
"We are excited about leveraging the complementary strengths of the alliance in content, data and technology to help companies transform the customer experience.”
Demystifying M.E.L.T. - the key data for business observability
The acronym M.E.L.T. is used to define four essential data types: metrics, events, logs and traces.
Why creating an eco-system of interconnected apps can make your business stronger
If you’re not growing and nurturing an ecosystem of apps you could be missing out on the opportunity to boost your business by improving customer engagement and experience.
Forrester Research names leading global digital experience agencies
Accenture, Deloitte, IBM, Publicis Sapient, and PwC named as leaders in the Q4 2019 report.
Interview: How Adobe is solving experience design issues
“What we're all trying to do is to have absolute clarity on the problems that customers are having.”
PwC joins the Qualtrics Partner Network with renewed focus on customer experience
“The combination of PwC’s renowned digital transformation practice and Qualtrics leadership in experience management will empower organisations to focus on delivering great experiences that ultimately impact a company’s business outcomes."
Interview: Adobe creative director on the future of design-led business
Adam Morgan has literally written the book on why pursuing better design makes concrete business sense.
Tollring brings on new APAC business strategy lead, gears up for 'aggressive growth'
“We’re delighted to have a person of Graham’s calibre join our leadership team, to help deliver on our exciting product roadmap and to drive our aggressive expansion plans for the region."
NI expands A/NZ footprint with local distributor Braemac
“We believe that continuing to deliver an effortless customer experience will help NI further fuel its investment and growth in this region.”
A/NZ businesses unable to meet changing customer expectations, Zendesk states
"Customers now compare every business interaction to the best customer experience they’ve ever had, raising the stakes for acquisition and loyalty higher than ever before."