CX stories

Pandemic challenges have catalysed technology trends across the globe and accelerated organisations' digital transformations sooner than initially predicted. More

The digital customer experience is everything that customers experience via software. It’s the entire virtual storefront: the ‘face’ of your business. And who’s developing these business-critical experiences? Software developers.More

"In 2020, the CX industry felt the need for thick data along with big data analytics."More

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.More

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.More

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. More

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.More

The Genesys Awards celebrates eight companies from around the world for driving significant improvements in business results and delivering 'remarkable' customer experiences.More

People need to be able to work from anywhere without compromising productivity or security, and while delivering a consistent customer experience. More

New research from Zendesk has revealed that startups which prioritised CX from their inception consistently outperform their peers. More

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.More

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.More

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. More

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.More

Empired (Intergen) won two CX awards as well as APAC Partner of the Year at the awards ceremony in Sydney. More

Recognised for Lifecycle and Adoption Services, and Architectural Excellence: Enterprise Networking.More

40% of businesses leading in CX ‘significantly’ exceeded their 2019 business goals, according to the Adobe report.More

The report highlights a key theme: that organisations are slow to respond to customer expectations.More

The combined company will immediately support over 2,000 brands with a global team of 1,500 employees spanning North America, Europe, and Asia.More

Verint Systems has expanded on its partnership with Adobe, as both companies look to support more personalised customer journeys. More

Organisations need to look at their customers in a completely new way as individuals that have unique needs and preferences.More

The secret to deploying virtual assistants successfully lies in implementing them in a way where everyone is a winner.More

Organisations now routinely mine software performance data to achieve ambitious business results, says New Relic.More

“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."More