Technology news for Australia's largest enterprises
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How facial recognition will revolutionise customer experiences
Facial recognition technology could remove the need for paper-driven and time-consuming processes, and shorten the entire sales cycle.
Bad customer service as a tool to distract from bad business
The arrogance of the enterprise failure to include the customer in planning and messaging is bad business.
Cyara and blackchair put customer experience monitoring under the spotlight
Cyara is taking its customer experience technology to a new level as it partners with change management specialist blackchair.
What does today's customer want? New study finds experience in ANZ is getting worse
You’d think that over time, we’d start getting better at the things we do. Apparently, that’s not the case for customer experience.
How in-store radio technology can give retail a 'digital makeover'
“With ever-greater competition from online, bricks and mortar retailers need to use every tool available to entice shoppers into their stores."
The changing customer demands non-traditional support channels
Traditional support channels were designed for the customer of yesteryear. This company has released a new software offering to address the issue.
How to get your execs and staff to embrace customer-centric cultures
Customer-centric cultures are the key to competitive advantage, revenue and great experiences, that's what Qualtrics has found.
Online retailers need to up their delivery & returns services game, survey finds
Australian online retailers need to pick up their game and start improving their delivery service or risk losing customers, says Blackbay.
Six tips for developing successful voice of customer programs
"The best practice is for marketers to take control of their VoC programs to drive a customer-driven organisational culture."
Is your customer experience strategy reaching expectations?
Why are customer experience efforts not living up to expectations? NICE believes a lack of customer interaction visibility may be the answer.
Softlink becomes customer-centric with two new business units
Softlink is taking the customer-centric approach to the education and information centre sectors under its wing, with a new organisational structure.
ManageEngine ticks all the right boxes in customer satisfaction report
ManageEngine has earned the highest score possible for customer satisfaction in privileged identity management.
'Digital experience' can make or break Kiwi customer satisfaction
Digital performance has been cited by SAP research as being the dealmaker or dealbreaker to an organisation's digital performance.
Bendigo & Adelaide Bank's secret customer service weapon? Qualtrics
Bendigo and Adelaide Bank has secured the #1 ranking in its customer experience brand in Australia. Its secret weapon? Qualtrics is the key.
The best customer feedback channels - and how to pick them
"Central to VoC programme success is choosing the right customer feedback channel."
Study says investment in customer experience strategy will pay off
A joint study has found that businesses should focus on customer experience strategies to generate a healthy 3-1 return on investment.
Best product doesn't always win, says Gartner
"With only 5% of technology vendors extremely effective at differentiating themselves, differentiation continues to be a major issue for TSPs."
Case study: Kiwi business adopts IaaS from leading provider, enables growth
Together with Softsource, Chester’s Plumbing and Bathroom was able to complete an overhaul of its IT infrastructure and enable business expansion.
Hospitals enhance staff productivity with new clinical smartphone
Honeywell recently launched a new clinical mobile device that connects hospital staff to the digital resources they need.
LogMeIn expands omni-channel customer engagement
LogMeIn recently announced a new release of BoldChat, its live chat and omni-channel customer engagement solution.
Integrating customer experience + employee engagement programs crucial
"If you don’t have happy employees, then you are unlikely to have happy customers,"
The customer experience expectation gap
Last Monday afternoon, as I rode to JFK Airport en route to a conference, I realized that I’d left my travel credit card on my dresser.