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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.
13 Feb 19
The blurring line between online and physical retail
42% of Australian consumers have visited a store for the first time because of the enjoyable online digital experience the brand provided.
07 Feb 19
Experience management trends businesses must know for 2019
In 2019, businesses looking to achieve a competitive advantage through XM will need to understand the essential role of emerging technologies.
07 Feb 19
Breaking through ‘digital clutter’ in a modern world
Whereas once people and organisations craved novelty, excitement and instant gratification, we now crave quiet and meaning in a noisy world.
05 Feb 19
Survey reveals CX disconnect is risky business
Too much conversation and too little action could lead companies to neglect, lose, and repel their very lifeblood, according to Dimension Data.
23 Jan 19
Why contact centre operators need to take advantage of intelligent automation
The truth is, in today’s hyper-competitive digital economy, organisations that choose to embrace intelligent automation will come out on top.
22 Jan 19
What AI should look like in the consumer-directed economy
Avaya's Peter Chidiac says among all the opinions on what constitutes customer experience, it's clear that they will not wait for businesses any more.
21 Jan 19
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.
26 Dec 18
HubSpot announces fund for 'customer first' startups
HubSpot is pouring US$30 million (NZ$40 million) into a new fund to support startups that demonstrate ‘customer first’ approach of not only growing bigger, but growing better.
18 Dec 18
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.
17 Dec 18
The key to financial institutions’ path to digital dominance
By 2020, about 1.7 megabytes a second of new information will be created for every human being on the planet.
13 Dec 18
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.
27 Nov 18
Forrester’s 14 quick tech predictions for 2019
Forrester weighs in on 2019 predictions, looking at how organisations will shift into a more precise application of transformative technologies.
13 Nov 18
5G expected to hit A/NZ by 2020, according to MIT
According to a report by MIT Technology Review Insights, APAC is well on the way to being a digital landscape with 5G just around the corner.
13 Nov 18
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."
02 Nov 18
Creating value for businesses through data-driven insights
"To meet the expectations of today’s customer, companies must move beyond products into services."
29 Oct 18
Kiwi company takes top honours at CX awards
The only New Zealand company to be entered into the category took home the award for CX Partner (Technology or Advisory).
23 Oct 18
Why humans will remain at the core of customer experience
"Customers are just as reliant on human interaction as ever."
17 Oct 18
How online retail businesses need to bundle security into customer experience
E-commerce sites, in particular, are increasingly targeted by hackers due to the sensitive payment card information.
08 Oct 18
Opinion: Digital transformation is no pain no gain
Everyone craves the agility and innovation (among other things) that digital transformation promises, but how many are willing to take the risk?
05 Oct 18
Digital Realty launches new global command center
The facility is set to optimize customer experience by providing stability and rapid response capabilities for its customers around the world.
03 Oct 18
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.
02 Oct 18
Address for success: why addresses hold the DNA of data
The benefits of understanding addresses extend beyond revenue: correctly ‘addressing’ individuals help organisations to build long-term customer relationships.
25 Sep 18
How ML and IoT will shake up Aussie business
An industry expert gives his view on exactly how machine learning and the internet of things will change the way businesses operate in Australia.
24 Sep 18