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Customer experience news stories - Page 4

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RingCentral
Maintaining a customer-centric organisation in an increasingly digital world
For many organisations that pride themselves on customer experience (CX), their contact centre and telephony environment is not flexible enough or feature-rich to adapt effectively.  
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Distribution
SourseAI enters NZ distribution agreement with Devoli, eyes up telco market
SourseAI’s AI platform Sourse will enable Devoli customers to more effectively adopt machine learning, including real-time data on the New Zealand retail telco market covering broadband and mobile market insights.
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Customer experience
FinancialForce develops modern single lens into back & front office customer interactions
While many businesses talk about being customer-centric, a shockingly high number simply aren’t equipped to have their customers truly front and centre.
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Customer experience
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.
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digital economy
80% of better performing companies more willing to collaborate with competitors
A new study reveals a sharp divide in the digital strategies of better-performing companies (leaders) versus followers.
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SAS
SAS unlocks future of CX with real-time data capabilities
The SAS CDP is designed to help brands collect, analyse and activate first-party data in real time, embedding insights into customer-facing systems to create value in consumer engagement and business models.
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Mergers and Acquisitions
Contentsquare acquires Hotjar, advances digital experience platform
Following Contentsquare’s acquisition of Hotjar, the companies will jointly serve the global market end-to-end, with the intention of enabling businesses to deliver better digital experiences to customers.
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Customer experience
‘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.
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Loyalty programmes
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. 
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Customer experience
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.
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eCommerce
Businesses urged to improve customer experience through card-linked loyalty programs
Retailers that improve the customer experience are better placed to improve revenue and profits amid growing competition, writes Loyalty Now CEO Cary Lockwood.
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WSO2
Improving CX and ROI with WSO2 Identity Server
A recent Forrester analysis has found that WSO2's Identity Server solution can accelerate time-to-market, ROI and productivity.
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Artificial Intelligence
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.
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Customer data platform
Twilio Segment adds developer toolkit to customer data platform
Twillio believes software developers are the key to creating a differentiated customer experience.
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Customer experience
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. 
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Customer experience
CX firm NICE acquires GoMoxie to bolster omnichannel capabilities
NICE says the aim is to lead customers through a ‘seamless and effortless’ omnichannel service journey.
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Customer service
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."
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Genesys
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.
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Self-service
Darwin International Airport invests in Elenium Automation self-service solutions
“As Australia moves toward re-opening, self-service automation technology will be key in enabling airports to operate safely, without compromising on efficiency or passenger experience."
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Qualtrics
Qualtrics acquires conversational analytics company Clarabridge for $1.125 billion
With Clarabridge, Qualtrics plans to enable organisations to tune into, analyse and act on everything customers and employees are saying, wherever they're saying it.
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Microsoft
Case study: How Microsoft helped a Kiwi company deliver mobile order software to McDonalds in Japan
Its business model was simple – provide a connection between customers and retailers, then enable those retailers to improve the customer’s experience.
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Employee Experience
People are a demanding bunch: how to service the customer that wants everything
The everything customer might sound like an abstract concept, but if we brush away the buzzword veneer, it becomes apparent that we’re all everything customers.
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Customer experience
Organisations increasing CX investments must also combat privacy and security — IDC
The data analyst company says these companies must also build trusted data initiatives by increasing the capabilities required for digital trustworthiness.
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Online shopping
Brauz teams up with Zoom to improve virtual shopping
"We are excited to see how Brauz is using the Zoom platform to help retail businesses be more successful and bring virtual experiences into a whole new space.”