Customer engagement stories
Self-service in high demand for today’s enterprise customers
"Enterprises stand to increase sales, improve customer experience and brand image while reducing churn and customer support costs by facilitating a seamless product-content process.”
NICE releases an AI-powered self-service platform
Cloud software provider NICE has released self-service platform CXone Expert, following its acquisition of MindTouch, a San Diego-based cloud knowledge management software platform.
Video: 10 Minute IT Jams - Who is ActiveCampaign?
In this interview, Techday speaks to ActiveCampaign founder and CEO Jason VandeBoom, who discusses the ins and outs of the customer experience automation.
Customer data generation spikes during 2020 - Twilio report
In December 2019, Twilio Segment processed close to 500 billion API calls per month. In December 2020, that number reached more than one trillion.
Why tech complexity is a customer experience issue
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.
Managing quality with a work-from-anywhere workforce
When agents transitioned to work-from-anywhere, the traditional approaches to quality management were no longer viable, writes NICE president for APAC Darren Rushworth.
CX firm Qualtrics to launch Singapore data center
Qualtrics aims to open a new data center in Singapore as the company continues its expansion efforts across Southeast Asia.
Freshworks named in fourth Magic Quadrant this year
Most recently, the company was named a Niche Player in the Magic Quadrant for IT Service Management Tools for its Freshservice solution.
On October 28, go from CX starter to champion with Zendesk
There could not be a better way to get at the heart of this topic than hearing from the experts whose mission it is to make sure customer service is the best of the best.
Firms that use social as a 'megaphone' miss out on transformation - Hootsuite
Organisations often limit social to the marketing department, but instead it should be connected into the ‘lifeblood and workflow’.
Unity4 and Daisee partner to automate CX quality management
Offers 100% customer interaction coverage even in a work from home environment and provides an automated report on a programmable scorecard.
What’s new in the CRM CEC Magic Quadrant
Vendors added and upgraded, alongside the old reliables in the 2020 Gartner Magic Quadrant for CRM Customer Engagement Center.
OpenText named overall leader in Aspire CCM Leaderboard
As well as customer communications management, it is a leader in communications composition, business automation and omni-channel orchestration.
NICE inContact expands access workforce engagement solution
“Contact centre leaders are looking for continuity and the ability to serve their customers in a very dynamic environment in their day to day operations."
How companies can use emerging CX technologies to improve customer retention
New customer experience technologies & tools could help organisations in many different ways.
Google Cloud launches COVID-19 rapid response programme
The Rapid Response Virtual Agent tool streamlines customer interaction with its Contact Center AI, which provides a ‘first line of response’ through conversational self-service support via chat or over the phone.
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.
Understanding customer diversity key to omnichannel experience
Millennials and Generation Z are transforming the customer experience, and businesses can only grow sustainability if they deliver what customers expect.
InVision appoints first APAC MD following rapid regional growth
“I’m extremely excited to be heading up the InVision team in APAC as we look to bring our platform to more customers."
How digital print can keep retail spaces ‘instagrammable’
Digital print services can give retail spaces the flashy edge needed for an attractive décor to provide an engaging customer experience.
How robotics can improve customer experience
Although robotics has been gaining traction in the business world for some time, there are many misconceptions around its capability.
Personalised advertising continues to flourish
Retargeting and personalised advertising campaigns can yield between five and ten times the success rates of regular online advertising campaigns.
ABBYY launches new tool to streamline customer onboarding
“With ABBYY Mobile Web Capture, we aim to help organisations to deliver a smooth customer experience, boost profits and differentiate on the market.”
Trust and personalisation key to winning customer experience
“Today, CX technology has the power to secure, enhance and stimulate a brand’s relationship with a consumer – but it should not define, nor limit them.”