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Technology news for Australia's largest enterprises

Customer experience news stories - Page 7

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SD-WAN
Competing in the digital era: delivering better services with SD-WAN
The cause of many of the delays and connectivity issues experienced by end-users is the need to backhaul internet traffic. SD-WAN can help with that, writes Vertel commercial director Tony Hudson.
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Customer experience
Firms that use social as a 'megaphone' miss out on transformation - Hootsuite
Organisations often limit social to the marketing department, but instead it should be connected into the ‘lifeblood and workflow’.
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Customer experience
Slingshot makes Te Reo Maori important part of customer experience
“Maori is one of the three official languages of New Zealand, it just makes sense that our customers should be able to speak to our customer service representatives in Te Reo if they choose to.”
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Artificial Intelligence
The innumerable benefits of AI for businesses
Today, AI is serving almost every industry. From finance to medical, there is no business that can’t benefit from these new systems. Here’s what it can do for your business. 
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Customer experience
The enormous impact of AI and machine learning on eCommerce
With an increasing potential customer base, technologies such as AI and ML are crucial game-changers in the marketing and sales toolkit, writes dotdigital head of marketing Aparna Gray.
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Contact Centre
Unity4 and Daisee partner to automate CX quality management
Offers 100% customer interaction coverage even in a work from home environment and provides an automated report on a programmable scorecard.
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Customer experience
Genesys and Adobe partner up to deliver CX integration
The integration between the two companies aims to rectify the problem experienced by customers where their data does not move with them when they engage with organisations across several different functions. 
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Customer experience
What is full-stack observability?
As technology becomes more complex, monitoring on its own isn’t an effective strategy to ensure that quality software is developed and tested in order to then perform at its best in production.
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Customer experience
Medallia opens Singapore data center
The data center will play an important part in making sure the company delivers on regulatory and data security requirements that Medallia's customers need for their experience programs.
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Customer experience
Coles launches new digital experience in response to changes in customer behaviour
In response to a growing demand for digital shopping experiences, Coles has launched Coles&co, a new experience designed to offer customers specials and exclusive content about new products, tips and recipes.
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Amazon Web Services / AWS
AWS Contact Lens for Connect set to arrive in A/NZ
The contact centre service adds machine learning capabilities that identify customer issues and trends in near-real time and enable call transcript search.
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Customer experience
How cloud-based contact centres will ensure agents can work from anywhere
People need to be able to work from anywhere without compromising productivity or security, and while delivering a consistent customer experience. 
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Customer experience
NZ Police & research firm caught up in data breach
The firm believes that the breach could have compromised contact details of a number of people who have had contact with the police.
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Customer experience
Adobe launches customer journey solution for A/NZ businesses
The standalone journey orchestration engine enables organisations to use insights from the Adobe Experience Platform to create and deliver personalised interactions across any channel in real-time.
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Customer experience
The one thing successful startups have in common? Quality CX
New research from Zendesk has revealed that startups which prioritised CX from their inception consistently outperform their peers. 
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Contact Centre
Vodafone rolls out contact centre solution powered by AWS
The solution is designed to support organisations with their customer experience strategies, as well as customer contact and engagements.
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Customer experience
Enhancing the customer experience with data
Customers don’t have the time or patience for companies to figure it out; they go where they have the easiest, most satisfying experience. 
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Customer experience
The need for speed: What if tech could work as fast as your imagination?
Einstein famously said, ‘Imagination is more important than knowledge’. And businesses sure must be imaginative right now, which leads to the question: what if technology could work as fast as the imagination?
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Chatbots
Consumers turn to chatbots & online messaging as COVID-19 bites
The COVID-19 pandemic has led to adaptations in the way people live, work and interact – and an increase in chatbot usage is one of many customer experience side effects.
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Customer experience
Vet CX chooses MaxContact to improve customer experience
“In a competitive environment where pet owners have options for who they select as their vet provider, we know that customer experience is a key differentiator in the marketplace."
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Customer experience
Why CX is a 'must-have' and not a 'nice-to-have'
Every day CX becomes a more valid metric with which to measure a business’s success, with a rise in better business outcomes directly proportional to amount invested in CX.
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Customer experience
What is a business without customers? Why CX investment should be a strategic play
According to a report released by Adobe last month, 40% of businesses leading in CX ‘significantly’ exceeded their 2019 business goals, compared with the 13% not leading in the CX space.
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Customer experience
Datacom dives into cloud with Adobe
One of the region's biggest service providers has abandoned its on-premise solution to take CX online with Adobe Experience Manager.
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Customer experience
Businesses must understand the link between empathy and personalisation
Empathy and personalisation are two key modes in which businesses can gain trust with and form better relationships with customers, according to a new Genesys survey.