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Trust and personalisation key to winning customer experience
“Today, CX technology has the power to secure, enhance and stimulate a brand’s relationship with a consumer – but it should not define, nor limit them.”
10 ways disties can stay relevant in the age of Amazon
Australian distributors have nothing to fear in the Amazon economy - they simply need to understand the value they can offer and put modern tools.
Kiwi software company aims to improve global customer experience
Plexure has developed an intelligent technology platform that powers mobile marketing.
AI continues to widen CX success gap
Survey of global customer engagement leaders finds businesses not actively investing in AI are falling behind.
Why humanising the customer experience is key to business success
“Brands must think like their customers, understand their point of view, and turn that into an experience that will resonate with them."
Why businesses that prioritise CX generate 11% higher shareholder returns
“Locally, consumers are becoming more open to engaging in services and offerings that are hyper-personalised."
Failing to act on feedback holding back Aussie companies
More than half of Australians said organisations acknowledged feedback but failed to act on it, having an adverse effect on loyalty, Qualtrics says.
Avaya expands integration with Google Cloud AI
This includes embedding Google’s machine learning within conversation services for the contact centre, enabling integration of AI capabilities.
Forrester: Pegasystems a Leader in real-time interaction management
Forrester analysed the 12 most significant RTIM providers against 33 key criteria and gave Pega top scores in current offering and strategy categories.
Check Point launches engagement-based partner programme
The new Check PointS partner programme directly rewards solution providers for activities that deepen customer relationships such as C-suite meetings.
Gartner’s four musts for digital customer service
Digital technologies and growing customer expectations mean service leaders must get the digital experience right, according to Gartner.
How RingCentral aims to expand its customer engagement portfolio
RingCentral announced that it has entered into a definitive agreement to acquire Connect First.
Turning customer data into a competitive advantage
Retailers have historically struggled with access to customer data—perhaps the most valuable, untapped resource in businesses today.
Soul Machines' virtual humans go mainstream
An Auckland AI firm renowned for its work creating ‘digital humans’ is now unleashing its creativity to the wider market.
New digital business means “The cloud is no longer enough”
Gartner research shows that as the need for beyond-edge customer engagement rises, infrastructure service providers need to follow suit.
How businesses can enhance customer service using new technology
"As the world has become more hyper-personalised, thanks to digitalisation, it is clear that businesses should be honing into the deeper aspects of successful consumer services."
VExpress to distribute Premier cloud contact solution
The partnership with Premier Technologies gives VExpress resellers access the Premier Contact Point offering for customer engagement.
Verint takes two Frost & Sullivan honours
In Frost & Sullivan’s APAC contact centre app report, Verint led all vendors, ranking top among 40 companies included in the analysis.
Three CX myths to avoid, according to Gartner
Gartner’s research has shown that three of the most common pieces of advice on customer experience could actually be holding back your RoI.
Using technology to inspire customers
"It starts with understanding what drives your existing customers."
Seven strategies for doing business in a post-digital world
You’ve done the digital transformation project. Now what? Many organisations are shifting their mode of operation.
Are we in danger of losing the softer side of customer service?
"While virtual technologies and messaging platforms are capable of helping customers with pre-approved or pre-programmed solutions to specific problems, they are still incapable of solving more complex issues."
Time to rethink your mobile customer engagement strategy
The reality for most organisations is that they don’t have a complete understanding of the mobile needs and expectations of customers.
Verint named in second Gartner Magic Quadrant this year
Verint is the only company recognised in both 2018 Magic Quadrants for the CRM Customer Engagement Centre and Workforce Engagement Management.