Customer experience stories - Page 2
SAS unlocks future of CX with real-time data capabilities
The SAS CDP is designed to help brands collect, analyse and activate first-party data in real time, embedding insights into customer-facing systems to create value in consumer engagement and business models.
Contentsquare acquires Hotjar, advances digital experience platform
Following Contentsquare’s acquisition of Hotjar, the companies will jointly serve the global market end-to-end, with the intention of enabling businesses to deliver better digital experiences to customers.
‘A question of respect’ — Consumer reactions to poor digital services have hardened during the pandemic
Those who get it wrong, even just once, could see more than half of their customers leave forever.
Unleashing the power of retail loyalty: Who is getting it right?
Loyalty programs provide an exclusive ‘experience beyond the product' and help businesses get a better picture of their consumer buying journey.
Three key areas of modern digital experiences that organisations need to keep an eye on
The COVID-19 pandemic has enhanced customer expectations, and interactions must be built on a solid digital strategy, writes Empired head of digital Kevin Miller.
Businesses urged to improve customer experience through card-linked loyalty programs
Retailers that improve the customer experience are better placed to improve revenue and profits amid growing competition, writes Loyalty Now CEO Cary Lockwood.
Improving CX and ROI with WSO2 Identity Server
A recent Forrester analysis has found that WSO2's Identity Server solution can accelerate time-to-market, ROI and productivity.
Artificial intelligence firm Ambit begins investment round
The raise is intended to capitalise on trends accelerated by COVID-19, including the rapid adoption of messaging by consumers and 24/7 online shopping.
Twilio Segment adds developer toolkit to customer data platform
Twillio believes software developers are the key to creating a differentiated customer experience.
How consumer online behaviour has changed during the pandemic
Organisations can’t afford to take any chances when it comes to delivering faultless digital experiences.
CX firm NICE acquires GoMoxie to bolster omnichannel capabilities
NICE says the aim is to lead customers through a ‘seamless and effortless’ omnichannel service journey.
Laser focus on customer-oriented tech top priority for customer service industry - report
"These technologies support new operational needs of managing a remote workforce and new demands and expectations from customers."
Genesys G-Summit South Asia 2021: Taking CX to the next level
Genesys G-Summit South Asia 2021 is a two-day virtual customer experience event for customers, industry visionaries, and market experts from around the South Asia region.
Darwin International Airport invests in Elenium Automation self-service solutions
“As Australia moves toward re-opening, self-service automation technology will be key in enabling airports to operate safely, without compromising on efficiency or passenger experience."
Qualtrics acquires conversational analytics company Clarabridge for $1.125 billion
With Clarabridge, Qualtrics plans to enable organisations to tune into, analyse and act on everything customers and employees are saying, wherever they're saying it.
Case study: How Microsoft helped a Kiwi company deliver mobile order software to McDonalds in Japan
Its business model was simple – provide a connection between customers and retailers, then enable those retailers to improve the customer’s experience.
People are a demanding bunch: how to service the customer that wants everything
The everything customer might sound like an abstract concept, but if we brush away the buzzword veneer, it becomes apparent that we’re all everything customers.
Organisations increasing CX investments must also combat privacy and security — IDC
The data analyst company says these companies must also build trusted data initiatives by increasing the capabilities required for digital trustworthiness.
Brauz teams up with Zoom to improve virtual shopping
"We are excited to see how Brauz is using the Zoom platform to help retail businesses be more successful and bring virtual experiences into a whole new space.”
Adobe bolsters Experience Cloud with personalisation capabilities for retailers
“Scaling personalised experiences in a world where customers have control over how brands use their data, is the next big thing for marketers in any business to tackle."
AU-based Ultra Commerce buys out NZ firm Vesta eCommerce
With the addition of Vesta’s product data management capabilities, Ultra Commerce will work to boost customer experience, product range, and operational efficiencies.
Moneythor and Envestnet | Yodlee partner, bring greater CX to finance sector
"The demand for these types of solutions is continuously growing, and we are delighted to add Envestnet | Yodlee to our list of partners and to bring these solutions to life across Australia and New Zealand.”
Qualtrics announces ambitious plans for APJ region
With plans to add 1,200 new jobs by the end of 2024, Qualtrics is increasing its investment in APJ to accelerate the significant growth already achieved since launching in the region in 2015.
Poor service quality costing companies significant revenue
Businesses risk losing customers due to inconsistencies in the efficiency and quality of service across channels.