Technology news for Australia's largest enterprises
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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."
Adobe announces availability of Adobe Experience Manager-as-a-Cloud service
Brands can onboard and access the application in minutes - and go live with dynamic and personalised content and experiences in weeks, not months, as is industry standard today.
Qualtrics announces raft of experience management solutions
The capabilities link all four core experiences of business – customer, employee, product, and brand – together across departments, roles, and teams.
Acquia acquires AgilOne, looks to improve customer experiences
Acquia has announced it will acquire AgilOne in order to unify customer data from disparate platforms and drive personal experiences across every channel.
People, AI or chatbots: A/NZ consumers don’t differentiate with customer service
Australian and New Zealanders are happy to embrace a full range of self-serve and human customer service options, placing the highest premium on speed, knowledge, and accuracy of outcomes.
Why UX is a critical part of technology success for SMBs
Customers have raised expectations and now demand the same, if not better, UX with small and medium-sized businesses (SMBs) as they do with large organisations, Konica Minolta finds.
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.
Digital experience helping healthcare providers grow market share
Providing a superior patient experience can be the only way in which providers can distinguish themselves from others offering equivalent services, Acquia says.
SurveySparrow extends into Aus with JT's Cloud
It will be providing the entire suite of SurveySparrow products and services, including the chat surveys, offline app, and NPS surveys.