Customer experience news stories

The new release is designed to enhance CRM systems with customer engagement data from Microsoft 365 and Microsoft Teams.

Setting up a successful online marketplace calls for more than mere systems integration.

Slingshot has announced a new partnership with Open that will see house, contents, and landlords’ insurance as well as energy, mobile and broadband delivered on a single bill.

In just a few years, well-funded fintech firms, mobile wallets, trading apps and digital-only banks have revolutionised the centuries-old banking industry.

Staffing shortages have impacted site reliability engineers in particular since they are under extreme pressure to ensure that digital assets perform at optimum levels 24/7.

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.

Phone and internet complaints have increased for the first time in five quarters, according to a new telco report from the Ombudsman.

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.

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.

New research has found customers are reassessing established brand loyalties as their priorities and behaviours shift.

“The last few years have made it obvious that digital is the front door, convenience is paramount and relationships are anchored in conversations."

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

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.

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.

Dell Technologies has announced the expansion of its edge solutions to help retailers quickly generate more value and deliver enhanced customer experiences.

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.

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.

Zoom Video Communications has unveiled its latest innovations in the Zoom platform to help businesses improve customer and employee experiences.

Fifty-seven percent of executives in APAC countries report they have a strategy to improve customer experience.

With the new integration, organisations can align agents and the appropriate subject matter experts to collaborate for better customer outcomes.

Vodafone New Zealand has chosen Anodot to transform its network performance visibility and improve customer experiences.

Access4 has strengthened its SASBOSS provisioning and management platform with the latest iCall Suite call analytics powered by Tollring.

“Our team is now focused on extending their knowledge and experience with MuleSoft and working with our partners in the next transformation program.”

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.