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Vodafone rolls out contact centre solution powered by AWS
The solution is designed to support organisations with their customer experience strategies, as well as customer contact and engagements.
Enhancing the customer experience with data
Customers don’t have the time or patience for companies to figure it out; they go where they have the easiest, most satisfying experience.
The need for speed: What if tech could work as fast as your imagination?
Einstein famously said, ‘Imagination is more important than knowledge’. And businesses sure must be imaginative right now, which leads to the question: what if technology could work as fast as the imagination?
Consumers turn to chatbots & online messaging as COVID-19 bites
The COVID-19 pandemic has led to adaptations in the way people live, work and interact – and an increase in chatbot usage is one of many customer experience side effects.
Vet CX chooses MaxContact to improve customer experience
“In a competitive environment where pet owners have options for who they select as their vet provider, we know that customer experience is a key differentiator in the marketplace."
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.
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.
Datacom dives into cloud with Adobe
One of the region's biggest service providers has abandoned its on-premise solution to take CX online with Adobe Experience Manager.
Businesses must understand the link between empathy and personalisation
Empathy and personalisation are two key modes in which businesses can gain trust with and form better relationships with customers, according to a new Genesys survey.
Research: Tech execs’ priorities in the ‘new normal’
AppDynamics’ new research reveals 95% of organisations have changed their technology priorities because of the COVID-19 pandemic.
How organisations can capture lost revenue by eliminating missed calls
Customers who call tend to be the most valuable to any business. They also place a high value on positive phone call interactions, particularly when justifying big purchases or important decisions.
Pega strives to rid AI-based CX systems of discrimination
The check is designed to flag possible discriminatory messages created by AI before those messages reach the customer.
Qualtrics enhances CX insights capabilities
CoreXM updates allow businesses to listen and act on the needs of their customers and employees and identify key business drivers.
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.
Ecosystm teams up with Capgemini to accelerate growth
Ecosystm has brought on Capgemini, a consulting, digital transformation, technology and engineering services provider, as a digital partner to extend the company’s growth and digital experience plans.
Adobe and ServiceNow team up to bolster customer experience
The integration connects workflows between Adobe Experience Platform and ServiceNow, improving personalization of customer experiences across all touchpoints, and brands can now deliver enhanced customer service capabilities.
Retailers struggling to meet customer expectations during COVID-19
"If retailers haven’t made investments in the supply chain that ensure a seamless shopping experience that reflects the experience shoppers previously had in store or online prior to COVID-19, it’s clear that consumer expectations won’t be met."
Salvation Army helps community; Workday helps Salvation Army
In 2019 the organisation transformed its human capital management processes with the deployment of a Workday HCM solution.
Personal touch goes a long way for B2B customers, study finds
New research reveals that business to business customers expect personal service in an online chat, and this is a crucial element of customer experience.
How companies can use emerging CX technologies to improve customer retention
New customer experience technologies & tools could help organisations in many different ways.
Why data analytics is helping telcos ‘keep the lights’ on during unprecedented times
Locally, telco providers are leveraging customer experience analytics to build a 360-degree view of their customer journey across all channels and lines of business.
Trustworthy and reliable: why making data privacy a priority leads to stronger customer relationships
Showing you’re scrupulous about how you collect, use and store customer information also has a positive impact on your customers’ experience with your brand and your bottom line.
Forrester's guide to staying savvy in the world of COVID-19
Remote working, charting business outlook and CX are covered in this piece filled with advice for operating in the world of the pandemic.
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.