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Why humans will remain at the core of customer experience
"Customers are just as reliant on human interaction as ever."
How online retail businesses need to bundle security into customer experience
E-commerce sites, in particular, are increasingly targeted by hackers due to the sensitive payment card information.
Opinion: Digital transformation is no pain no gain
Everyone craves the agility and innovation (among other things) that digital transformation promises, but how many are willing to take the risk?
Digital Realty launches new global command center
The facility is set to optimize customer experience by providing stability and rapid response capabilities for its customers around the world.
Three CX myths to avoid, according to Gartner
Gartner’s research has shown that three of the most common pieces of advice on customer experience could actually be holding back your RoI.
Address for success: why addresses hold the DNA of data
The benefits of understanding addresses extend beyond revenue: correctly ‘addressing’ individuals help organisations to build long-term customer relationships.
How ML and IoT will shake up Aussie business
An industry expert gives his view on exactly how machine learning and the internet of things will change the way businesses operate in Australia.
Using technology to inspire customers
"It starts with understanding what drives your existing customers."
Businesses failing to grasp customer experience know-how
More than one third of customers are not impressed with their customer experience, while 83% say they’ve had at least one issue when interacting with a company.
Seven strategies for doing business in a post-digital world
You’ve done the digital transformation project. Now what? Many organisations are shifting their mode of operation.
Are we in danger of losing the softer side of customer service?
"While virtual technologies and messaging platforms are capable of helping customers with pre-approved or pre-programmed solutions to specific problems, they are still incapable of solving more complex issues."
Avaya and Unisys partner to bring cloud-based UC to Aussie Govt
The agreement will provide joint clients in Australia with integrated solutions.
Protecting the customer experience in a digital age
"As organisations look to innovate at previously unimaginable speeds, it’s getting harder to make sure software works perfectly, every time."
Twilio launches new developer API for WhatsApp platform
“We're excited to provide the most expansive set of messaging experiences to billions of end users. We can't wait to see what developers build."
Verint takes CX to new heights with in-demand AQM solution in APAC
There’s more focus on quality and service delivery in contact centres than ever before, according to Verint.
CX perception gap means opportunities for channel
A new survey from Mitel shows that businesses’ customer experience isn’t as good as they think - but tech could be a big part of the solution.
Four ways social media management software is transforming CX
Gartner’s 2017 Customer Experience in Marketing Survey indicated that 67% of companies feel they compete mostly or completely on the basis of CX.
Global CX company claims stake in A/NZ market with acquisition of local boutique
The company will also set up an office in New Zealand as a part of the expansion.
Zendesk launches omnichannel suite for integrated customer experience
In conjunction with the launch of The Zendesk Suite, Zendesk also unveiled Connect - a new product for proactive customer communication.
Qualtrics partners with IBM to bolster XM platform
Through the partnership, IBM Kenexa World Norms benchmarks will be running on the Qualtrics XM Platform.
Veeam's latest NPS score 3.5x industry average
Veeam's latest Net Promotor Score is 73 - a point of great pride for the company that has been focused on service since its inception.
HubSpot’s latest offering makes it easier to deliver better CX
HubSpot's new customer service product is designed to turn every customer interaction into a growth opportunity.
Polycom dials up APAC CX strategy with new appointment
Andrew Hug will lead the charge creating a customer-focused strategy that combines securing customer insights and analysis.
5 major CX trends to expect this year - Qualtrics
Customer experience can make or break a customers loyalty to a brand, which is why Qualtrics has released their 5 expected trends for CX this year.