More than half of Australians said organisations acknowledged feedback but failed to act on it, having an adverse effect on loyalty, Qualtrics says.

Nearly half of global companies categorise their CX maturity as “not very advanced” (46%), with just 9% of APAC companies being “very advanced.”

“We understand that our customers expect us to be able to handle their queries quickly and expertly."

HCL aims to provide an integrated portfolio of services underlined by its Mode 1-2-3 growth strategy. 

Adobe Experience Platform stitches together data from across the enterprise, enabling real-time customer profiles leveraging Adobe Sensei.

“Together, ServiceNow and Adobe will help enable seamless digital workflows that power the experiences customers want.”

“Today, at Adobe Summit, we unveiled significant new capabilities in Adobe Experience Cloud, including the introduction of Adobe Commerce Cloud and Marketo Engage, and general availability of Adobe Experience Platform.”

“Digital transformation may be a buzzword, but companies are trying to adapt and compete in this changing environment.”

“Businesses can’t simply decide to transform one day, then jump straight into making change for change’s sake."

If you’ve happened to wander into a Pak’nSAVE across the lower North Island, you may have walked into an entirely new way to do your grocery shopping.

Forrester analysed the 12 most significant RTIM providers against 33 key criteria and gave Pega top scores in current offering and strategy categories.

True product exclusivity has become rare, so customer experience is one remaining sustainable differentiator and a proven path to stronger competitive positioning.

A recent Canstar Blue online shopping consumer poll found that only 29% of 1659 respondents will be put off buying things from international websites.

The new versions improve the user and administrative experience, while also aiming to meet enterprise needs to operate quickly and purposefully.

Digital technologies and growing customer expectations mean service leaders must get the digital experience right, according to Gartner.

42% of Australian consumers have visited a store for the first time because of the enjoyable online digital experience the brand provided.

In 2019, businesses looking to achieve a competitive advantage through XM will need to understand the essential role of emerging technologies.

Whereas once people and organisations craved novelty, excitement and instant gratification, we now crave quiet and meaning in a noisy world.

Too much conversation and too little action could lead companies to neglect, lose, and repel their very lifeblood, according to Dimension Data.

The truth is, in today’s hyper-competitive digital economy, organisations that choose to embrace intelligent automation will come out on top.

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.

Retailers have historically struggled with access to customer data—perhaps the most valuable, untapped resource in businesses today.

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.

An Auckland AI firm renowned for its work creating ‘digital humans’ is now unleashing its creativity to the wider market.