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Technology news for Australia's largest enterprises

Customer experience news stories - Page 6

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Fintech
Kiwibank appoints two new GMs to its tech department
“Our digital and technology team are working more closely than ever with teams from around the bank, so that we can better understand the needs, challenges, and opportunities of both our customers and teams.”
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Customer experience
Zendesk launches messaging solution with advanced capabilities
The new package brings together Zendesk’s service capabilities including messaging, into a complete offering designed to bring simplicity to the enterprise software space.
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Customer experience
Big Data Exchange launches new workspace initiative across data centers
Big Data Exchange (BDx) is set to launch shared Business Continuity Plan (BCP) Workspaces across its data centers.
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Customer experience
Optus partners with Google Cloud to improve customer support capabilities
The move allows Optus to provide its customers with more personalised experiences and bolster its customised solution offerings, according to the company.
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Customer experience
Z Energy chooses TNS to upgrade retail customer experience
Z Energy has partnered with Transaction Network Services (TNS) to upgrade its customer experience with improved payments security and new digital offerings.
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Customer experience
Informatica launches 'world first' customer experience SaaS solution
Informatica has released a Customer 360 SaaS solution, designed to help enterprises rethink and reimagine how they deliver Customer Experience (CX) in a post-pandemic, digital-first, cloud world.
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Customer experience
Gartner highlights six ways to improve customer experience with VoC solutions
Using a VoC strategy focused on CX will enable service organisations to gain insights into customer motivations, impressions and experiences, leading to an improved bottom line, Gartner states.
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Customer experience
Journey Digital's CX expertise recognised in Best Design Awards
The Awards recognise excellence in digital, graphic, motion, product, and spatial design - and it’s Journey’s second year of winnings for the company.
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DevOps
Agile and innovative teams are key to outstanding customer experiences
To ensure happier customers, fewer bugs and faster page loads are needed. Here are three ways that teams can enable greater customer experiences for their businesses — and it all starts with the dev team.
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Contact Centre
Managing quality with a work-from-anywhere workforce
When agents transitioned to work-from-anywhere, the traditional approaches to quality management were no longer viable, writes NICE president for APAC Darren Rushworth.
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Omnichannel
Connecting employee and customer experience a clear path to omnichannel personalisation
Companies that provide connected experiences report dramatic benefits around revenue growth, innovation, cost reduction, customer experience and digital transformation.
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Application Performance Monitoring / APM
Dynatrace & SAP expand digital experience monitoring capabilities
Dynatrace now provides monitoring capabilities such as user monitoring and synthetic monitoring, as well as insights from its AI engine called Davis.
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Customer experience
CX firm Qualtrics to launch Singapore data center
Qualtrics aims to open a new data center in Singapore as the company continues its expansion efforts across Southeast Asia.
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Customer experience
Talend APAC Data Master Awards - winners revealed
The Data Masters Awards recognise customers that have deployed Talend Data Fabric with vision and leadership.
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Customer experience
IFS acquires utilities workforce management company Clevest
This acquisition extends IFS’s capabilities in service management solutions as it focuses on driving service experience.
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Contact Centre
Genesys to deliver full EPOS product portfolio
“To launch on the Genesys AppFoundry is an important step for us to truly provide call centre professionals with the tools they need to ensure excellent customer service and experience.”
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Customer experience
Customer experience key to post-pandemic prosperity, finds report
Boards of directors and senior management now want to turn their businesses towards digital customer communications.
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Customer experience
Genesys: is A/NZ ready for customer experience post-pandemic?
The multi-region study shows the pandemic as an extraordinary catalyst for the adoption of cloud, automation, and greater digital engagement.
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Customer experience
Twilio finalises US$3.2 billion acquisition of Segment
Segment will become a division of Twilio and will continue to be led by Segment CEO and co-founder Peter Reinhardt, reporting to Lawson.
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Customer experience
Over the Wire brings Zintel back to A/NZ
The brand has returned due to the acquisition of J2 Global to provide customers with communications solutions that meet the needs of work-from-home.
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Customer experience
Segment launches platform updates focusing on improving customer experience
"We're committed to helping companies access good data, so they can drive business growth and unlock the future of personalised experiences.”
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Customer experience
Forrester names Pega ‘Leader’ in interaction management
Received top scores in 2/3 high-level categories – current offering and strategy – as well as the highest score possible in 25 of 30 criteria.
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Customer experience
On October 28, go from CX starter to champion with Zendesk
There could not be a better way to get at the heart of this topic than hearing from the experts whose mission it is to make sure customer service is the best of the best.
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Apple
Futuresource: COVID-19 - Innovative retailers reaping rewards
Opportunity beckons to upgrade supply chain processes, transform the consumer experience and build customer loyalty across the omni-channel landscape.