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

42% of Australian consumers have visited a store for the first time because of the enjoyable online digital experience the brand provided.

In 2019, businesses looking to achieve a competitive advantage through XM will need to understand the essential role of emerging technologies.

Whereas once people and organisations craved novelty, excitement and instant gratification, we now crave quiet and meaning in a noisy world.

Too much conversation and too little action could lead companies to neglect, lose, and repel their very lifeblood, according to Dimension Data.

The truth is, in today’s hyper-competitive digital economy, organisations that choose to embrace intelligent automation will come out on top.

Avaya's Peter Chidiac says among all the opinions on what constitutes customer experience, it's clear that they will not wait for businesses any more.

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

HubSpot is pouring US$30 million (NZ$40 million) into a new fund to support startups that demonstrate ‘customer first’ approach of not only growing bigger, but growing better.

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

By 2020, about 1.7 megabytes a second of new information will be created for every human being on the planet.

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

Forrester weighs in on 2019 predictions, looking at how organisations will shift into a more precise application of transformative technologies.

According to a report by MIT Technology Review Insights, APAC is well on the way to being a digital landscape with 5G just around the corner.

"As the world has become more hyper-personalised, thanks to digitalisation, it is clear that businesses should be honing into the deeper aspects of successful consumer services."

"To meet the expectations of today’s customer, companies must move beyond products into services."

The only New Zealand company to be entered into the category took home the award for CX Partner (Technology or Advisory).

"Customers are just as reliant on human interaction as ever."

E-commerce sites, in particular, are increasingly targeted by hackers due to the sensitive payment card information.

Everyone craves the agility and innovation (among other things) that digital transformation promises, but how many are willing to take the risk?

The facility is set to optimize customer experience by providing stability and rapid response capabilities for its customers around the world.

Gartner’s research has shown that three of the most common pieces of advice on customer experience could actually be holding back your RoI.

The benefits of understanding addresses extend beyond revenue: correctly ‘addressing’ individuals help organisations to build long-term customer relationships.

An industry expert gives his view on exactly how machine learning and the internet of things will change the way businesses operate in Australia.