Technology news for Australia's largest enterprises
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Five ways Aussie retail can survive the arrival of Amazon
“There’s no pushy salesperson trying to convince you to spend all your hard earned money – that’s not retail.”
Kiwi brands need to step up their game when it comes to digital experience
The report singled out online retailer Mighty Ape as having the best digital experience among all brands with a score of 35.
Hitachi develops robot that can spontaneously ‘learn’ from mistakes
Hitachi has announced the development of active-learning dialogue-data based AI technology to its human symbiotic service robot.
NZ telco industry focussed on improving customer service
“Constant improvement in customer service is a key factor in customer retention and is something that the individual companies work hard to improve."
Datacom recognised for implementation of IP Australia's intelligent assistant, Alex
Datacom’s intelligent assistant ‘Alexa’ has scooped an award at the 4th Annual Intelligent Assistant Awards in San Francisco this week.
Salesforce Service Cloud goes next-gen with mobile apps & learning platform
Salesforce is taking the next generation of its Service Cloud to customers this week, adding more customisation and an interactive learning platform.
Pegasystems announces AWS integration in customer service solution
Pega clients can now embed the Amazon Connect experience directly into Pega Customer Service to provide agents with full customer context.
Insurance systems provider EIS partners with Microsoft Bot Framework
The move is the latest in the trend of companies leveraging the power of AI and machine-learning in their knowledge management.
Auckland ISP sets up shop in provincial New Zealand
Unlimited Internet has established a Customer Service Centre in Palmerston North from where it will grow its customer base further throughout NZ.
YOU'RE INVITED: Fresh way to master IT service management
They have one goal: make it easy for brands to talk to customers and easy for users to get in touch with businesses.
Knowledge management critical to deliver customer satisfaction – Frost & Sullivan report
An exceptional customer experience is crucial to establishing a powerful brand reputation.
Artificial intelligence & voice data peers into sales performance
Companies may have little insight into why one individual may outperform another or how to provide effective feedback that will improve performance.
MYOB teams up with Genesys to provide integrated customer service experience
“With Genesys and Global Speech Networks, we are investing more than ever in our customer experience."
INSIGHTS: Tips for transforming your customer experience
“Revolve your world around the customer and more customers will revolve around you” - here is a report that details how you can do just that.
Expert insights: How you can keep up with the new connected customer
The connected customer is the symptom of their time and they are the next profit centre for all customer-facing businesses - here's some advice.
Salesforce's new LiveMessage and Service Bots to deliver ultimate customer service
Salesforce is ramping up its conversational tools across social media and messaging apps, with the launch of LiveMessage for Service Cloud.
ANZ businesses missing the human touch in digital society, report finds
"There’s a noticeable disconnect between the investment decisions of Australian & New Zealand businesses and the wants and needs of their customers."
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.
Vodafone promises better customer service for all New Zealanders
"What our customers have to say about us is important, and we value the opportunity to hear their concerns and act on this information."
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.
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.
What is this so called 'Age of the Customer?'
CEOs cite “Customer Experience” as a topic objective for 2016 and 2017.
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.
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."