Technology news for New Zealand's largest enterprises
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Organisations looking at data and analytics to connect with customers in real time
"In 2020, the CX industry felt the need for thick data along with big data analytics."
Forrester names Pega ‘Leader’ in interaction management
Received top scores in 2/3 high-level categories – current offering and strategy – as well as the highest score possible in 25 of 30 criteria.
The enormous impact of AI and machine learning on e-commerce
With an increasing potential customer base, technologies such as AI and ML are crucial game-changers in the marketing and sales toolkit, writes dotdigital head of marketing Aparna Gray.
Genesys and Adobe partner up to deliver CX integration
The integration between the two companies aims to rectify the problem experienced by customers where their data does not move with them when they engage with organisations across several different functions.
What is full-stack observability?
As technology becomes more complex, monitoring on its own isn’t an effective strategy to ensure that quality software is developed and tested in order to then perform at its best in production.
Genesys recognises leaders in customer experience with latest awards
The Genesys Awards celebrates eight companies from around the world for driving significant improvements in business results and delivering 'remarkable' customer experiences.
How cloud-based contact centres will ensure agents can work from anywhere
People need to be able to work from anywhere without compromising productivity or security, and while delivering a consistent customer experience.
The one thing successful startups have in common? Quality CX
New research from Zendesk has revealed that startups which prioritised CX from their inception consistently outperform their peers.
Why CX is a 'must-have' and not a 'nice-to-have'
Every day CX becomes a more valid metric with which to measure a business’s success, with a rise in better business outcomes directly proportional to amount invested in CX.
What is a business without customers? Why CX investment should be a strategic play
According to a report released by Adobe last month, 40% of businesses leading in CX ‘significantly’ exceeded their 2019 business goals, compared with the 13% not leading in the CX space.
How automation and supercharged analytics can transform the service industry
Businesses in the service economy are increasingly recognising the need to build trust and maintain agility in order to meet the challenges of a changing business environment.
COVID-19: Outbreak sees CX support tickets skyrocket globally
The week ending 22 March saw a 20% increase in global tickets compared to the same period last year, says Zendesk, a customer relationship management company.
Empired hits hat-trick at Episerver partner awards
Empired (Intergen) won two CX awards as well as APAC Partner of the Year at the awards ceremony in Sydney.
Data#3 wins two Cisco Partner of the Year awards
Recognised for Lifecycle and Adoption Services, and Architectural Excellence: Enterprise Networking.
CX maturity crucial to achieving business goals - Adobe
40% of businesses leading in CX ‘significantly’ exceeded their 2019 business goals, according to the Adobe report.
Massive discrepancy found between business vs. customer outlooks on CX
The report highlights a key theme: that organisations are slow to respond to customer expectations.
New merger creates 'world's largest' CX company
The combined company will immediately support over 2,000 brands with a global team of 1,500 employees spanning North America, Europe, and Asia.
Verint and Adobe expand partnership to improve customer journey
Verint Systems has expanded on its partnership with Adobe, as both companies look to support more personalised customer journeys.
Organisations must tear down the walls between IT and CX
Organisations need to look at their customers in a completely new way as individuals that have unique needs and preferences.
The future of CX: How to make chatbots work effectively in your organisation
The secret to deploying virtual assistants successfully lies in implementing them in a way where everyone is a winner.
Getting value from software observability
Organisations now routinely mine software performance data to achieve ambitious business results, says New Relic.
AI projects set to double, with CX the key driver behind growth
“The rising number of AI projects means that organisations may need to reorganise internally to make sure that AI projects are properly staffed and funded."
Tech/talent combo key to solving underemployment, says Verint
IT and HR leaders must work more closely together to redefine the future workforce in order to keep the Aussie job market from collapsing.
Qualtrics aims to help organisations master experience management
Experience Basecamp helps users master XM products, including CustomerXM, EmployeeXM and Research Core.