Customer engagement Stories - Page 59

Global Stories

Customer engagement stories

Customer Relationship Management

AI continues to widen CX success gap

Survey of global customer engagement leaders finds businesses not actively investing in AI are falling behind.

By Ben Moore • 3 min read • Wed, 1st May 2019

Customer Relationship Management

Why humanising the customer experience is key to business success

Retailers in Australia must focus on delivering exceptional customer experiences in order to succeed in the competitive market.

By Staff Writer • 3 min read • Tue, 30th Apr 2019

Customer Relationship Management

Why businesses that prioritise CX generate 11% higher shareholder returns

Innovative CMOs are generating 11% higher shareholder returns by delivering hyper-relevant customer experiences, says Accenture.

By Staff Writer • 3 min read • Tue, 23rd Apr 2019

Customer Relationship Management

Failing to act on feedback holding back Aussie companies

More than half of Australians said organisations acknowledged feedback but failed to act on it, having an adverse effect on loyalty, Qualtrics says.

By Ben Moore • 3 min read • Thu, 18th Apr 2019

Customer Relationship Management

Avaya expands integration with Google Cloud AI

This includes embedding Google's machine learning within conversation services for the contact centre, enabling integration of AI capabilities.

By Ben Moore • 4 min read • Thu, 21st Mar 2019

Customer Relationship Management

Forrester: Pegasystems a Leader in real-time interaction management

Forrester analysed the 12 most significant RTIM providers against 33 key criteria and gave Pega top scores in current offering and strategy categories.

By Ben Moore • 2 min read • Thu, 7th Mar 2019

Customer Experience

Check Point launches engagement-based partner programme

The new Check PointS partner programme directly rewards solution providers for activities that deepen customer relationships such as C-suite meetings.

By Ben Moore • 2 min read • Thu, 21st Feb 2019

Customer Relationship Management

Gartner's four musts for digital customer service

Digital technologies and growing customer expectations mean service leaders must get the digital experience right, according to Gartner.

By Ben Moore • 3 min read • Wed, 13th Feb 2019

Unified Communications

How RingCentral aims to expand its customer engagement portfolio

RingCentral is set to acquire Connect First, enhancing its customer engagement portfolio with a robust outbound/blended communication platform.

By Staff Writer • 2 min read • Tue, 15th Jan 2019

Customer Relationship Management

Turning customer data into a competitive advantage

Retailers have historically struggled with access to customer data—perhaps the most valuable, untapped resource in businesses today.

By Will Bosma • 4 min read • Wed, 26th Dec 2018

Gaming

Soul Machines' virtual humans go mainstream

An Auckland AI firm renowned for its work creating 'digital humans' is now unleashing its creativity to the wider market.

By Sara Barker • 3 min read • Mon, 17th Dec 2018

Customer Relationship Management

New digital business means “The cloud is no longer enough”

Gartner research shows that as the need for beyond-edge customer engagement rises, infrastructure service providers need to follow suit.

By Staff Writer • 3 min read • Tue, 27th Nov 2018

Customer Relationship Management

How businesses can enhance customer service using new technology

Australian customers are increasingly dissatisfied with call centres, with 64% having had a bad experience, according to a survey by Citrus Group.

By Charles Heunemann • 5 min read • Fri, 2nd Nov 2018

Unified Communications

Verint takes two Frost & Sullivan honours

In Frost & Sullivan's APAC contact centre app report, Verint led all vendors, ranking top among 40 companies included in the analysis.

By Staff Writer • 3 min read • Tue, 9th Oct 2018

EduTech

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.

By Staff Writer • 3 min read • Tue, 2nd Oct 2018

Customer Relationship Management

Using technology to inspire customers

Harnessing AI, machine learning, and VR, the travel industry seeks to predict and inspire consumer behaviour, making choices more personalised and engaging.

By Marion Mesnage • 4 min read • Wed, 19th Sep 2018