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Customer experience news stories

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Digital Transformation
Harnessing digital innovations to maximise loyalty programmes and improve CX
When it comes to the retail sector, merchants have never had access to so many different client touchpoints and data to understand their customers better.
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Customer experience
Phone, internet complaints increase for first time in five quarters
Phone and internet complaints have increased for the first time in five quarters, according to a new telco report from the Ombudsman.
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Manhattan Associates
Shortening the click-to-customer cycle through smart technologies
Speed of delivery without accuracy is a dealbreaker for consumers. How can retailers operating in an omnichannel environment overcome the challenge of click-to-customer cycle times.
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Customer experience
Gartner recognises Okta for abilities in Access Management
Okta has announced it has been recognised as a Customers' Choice for the fourth time in a row in the Gartner Peer Insights "Voice of the Customer" report.
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Customer experience
Research unveils precarious customer loyalty for retailers
New research has found customers are reassessing established brand loyalties as their priorities and behaviours shift.
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CRM
Zendesk announces new conversational CRM solutions
“The last few years have made it obvious that digital is the front door, convenience is paramount and relationships are anchored in conversations."
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Collaboration
Is video technology the future of retail?
The way we hunt for and buy products has forever changed with innovative technology designed to take customers from their initial curiosity through to purchase
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Customer experience
Digital insight through UCaaS to improve customer experience
One of the most quoted adages in business is "if you can't measure it, you can't manage it" this has been a long-held problem in telephony and customer service.
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Customer experience
Five ways marketers can satisfy their "sweet tooth" in a cookie-less world
We’ve been discussing the death of the cookie for a long time. Google announced plans to entirely phase out third-party cookies within two years.
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Customer experience
Dell Technologies expands edge innovations for retailers
Dell Technologies has announced the expansion of its edge solutions to help retailers quickly generate more value and deliver enhanced customer experiences.
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Customer experience
Human element key to world-class digital customer experience
Three years into a global pandemic and the shift to all things digital shows no signs of abating. Good digital customer experience is therefore becoming essential.
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Point of Sale / POS
The evolution of POS technology in an omnichannel world
Many retailers have quickly and successfully navigated the challenges of the last two years to seamlessly serve their customers across whichever touchpoints or platforms they prefer.
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Collaboration
Zoom announces CX innovations for 'work anywhere' workforce
Zoom Video Communications has unveiled its latest innovations in the Zoom platform to help businesses improve customer and employee experiences.
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Customer experience
57% APAC respondents say CX a top investment priority
Fifty-seven percent of executives in APAC countries report they have a strategy to improve customer experience.
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Customer experience
8x8 and Genesys collaborate on customer service solution
With the new integration, organisations can align agents and the appropriate subject matter experts to collaborate for better customer outcomes.
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Network Management
Vodafone, Anodot to transform network, customer experience
Vodafone New Zealand has chosen Anodot to transform its network performance visibility and improve customer experiences.
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Customer experience
Access4 elevates customer experience with latest release
Access4 has strengthened its SASBOSS provisioning and management platform with the latest iCall Suite call analytics powered by Tollring.
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Accounting
CPA Australia delivers new customer experiences with MuleSoft
“Our team is now focused on extending their knowledge and experience with MuleSoft and working with our partners in the next transformation program.”
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Customer experience
New Relic launches industry-first service level management
New Relic has announced the general availability of a first-of-its-kind service level management experience to allow developers, operators and executives to utilise SRE best practices.
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Artificial Intelligence
Uniphore and Probe CX partner to deliver enhanced CX solutions
The new global partnership will involve Probe CX leveraging Uniphore’s conversational automation platform to create enhanced solutions, which involve personalisation and automation.
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Artificial Intelligence
Adobe launches AI enhancements to Experience Cloud
Adobe announced new capabilities powered by Adobe Sensei, that are embedded throughout Adobe Experience Cloud.
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Customer experience
Streaming services and lessons for unrivalled customer experience
"To produce attractive content in a future shaped by digitalisation, first-class technological capabilities are a necessity".
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Customer experience
Over half of Aussie customers leave a website after page one
According to the 2022 Digital Experience Benchmark report, many customers do not make it past the halfway point on any given web page. 
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Cryptocurrency
Three eCommerce trends set to dominate in 2022
Digital commerce sales in Australia have jumped significantly due to pandemic business conditions. Regionally, digital commerce in APAC is expected to nearly double in size by 2025.