Customer experience stories

The rapid acceleration of hybrid work due to the COVID-19 pandemic is having a profound long-term impact on buyer and seller relationships, according to a new report. >>

58% of consumers believe it is important that businesses are quick to respond. However, only 41% of businesses actually prioritise quick responses.>>

But what does a personalised experience look like? We spoke to Sitecore’s director, commerce, Mark Johnson, to find out.>>

2020 marked the dawn of a new decade, new disruption, and a monumental journey for commerce. Something changed for every business, everywhere, at the same time.>>

“This is a testament to the strength of our agile products and talented team. Zendesk and Momentive share a culture centred around our people, our communities and the customers we serve.">>

Adobe has announced new B2B-focused innovations for Adobe Experience Cloud, designed to empower B2B brands to create long-term relationships and deliver impactful customer experiences.>>

In a move that aligns Avaya's services, partners and developers on a global scale, the new ecosystem is designed to help enterprises build better experiences for employees and customers.>>

A card-linked loyalty program can help retailers and service providers take their e-commerce to the next level in several ways.>>

Genesys has launched BeyondCX, an eLearning program designed to help contact centre employees and supervisors learn soft skills to better deliver empathetic, personalised experiences.>>

Reaching new levels of customer-centricity is only possible through becoming increasingly data-driven.>>

Applying technology allows banks to anticipate their customer needs, create value and exceed customer expectations. >>

As we transition away from cookie-based advertising, confusion around last-click attribution will dissolve in favour of card-linked platforms.>>

Taking a genuinely digital-first approach to CX means organisations must understand how customers access services and how they are supported.>>

A quality omnichannel marketing platform has seven key indicators that enterprise brands need to ensure a seamless customer experience.>>

“Building on the company’s plans to significantly grow its local operations, Qualtrics has established a dedicated Public Sector business unit in A/NZ.">>

For many organisations that pride themselves on customer experience (CX), their contact centre and telephony environment is not flexible enough or feature-rich to adapt effectively.  >>

SourseAI’s AI platform Sourse will enable Devoli customers to more effectively adopt machine learning, including real-time data on the New Zealand retail telco market covering broadband and mobile market insights.>>

While many businesses talk about being customer-centric, a shockingly high number simply aren’t equipped to have their customers truly front and centre.>>

Digital transformation will continue to morph and steer CIO’s priorities in new and different directions, writes Sitecore chief operating officer for APJ Steve Hawkes.>>

A new study reveals a sharp divide in the digital strategies of better-performing companies (leaders) versus followers.>>

The SAS CDP is designed to help brands collect, analyse and activate first-party data in real time, embedding insights into customer-facing systems to create value in consumer engagement and business models.>>

Following Contentsquare’s acquisition of Hotjar, the companies will jointly serve the global market end-to-end, with the intention of enabling businesses to deliver better digital experiences to customers.>>

Those who get it wrong, even just once, could see more than half of their customers leave forever.>>

Loyalty programs provide an exclusive ‘experience beyond the product' and help businesses get a better picture of their consumer buying journey. >>