customer experience

Customer expectations in ANZ grow, but budgets decreasing: Freshworks
Customer expectations in Australia and New Zealand have increased by close to 60 per cent since February, ranking higher than the average in Europe (57 per cent), according to a new research conducted by Freshworks, the customer engagement software. While customer expectations have shot up, 54 per cent of leaders

SAP buys Emarsys
SAP will acquire Emarsys, an omnichannel customer engagement platform provider whose systems are designed to help businesses to engage more effectively and more personally with their customers. The newly acquired business will be rolled into SAP’s Customer Experience portfolio. That portfolio hasn’t always gelled so well. Earlier this year the

Pegasystems targets ‘underserved’ customers with AI
Pegasystems this week announced a new feature for identifying “underserved” customers – those less likely to accept an offer. Known as Value Finder, the feature is part of Pega’s Customer Decision Hub software, which uses artificial intelligence to send customers targeted offers and support. If a customer is below a

Consumers want more control over how you use their data
Consumers are taking more control of their personal data, and it is beholden on businesses to give them the tools they need to do that. That’s the view of Blaine Carter, Chief Information Security Officer of Franklin Covey, who has watched both the change in consumer attitudes and the emergence

Adobe, IBM and Red Hat Announce Strategic Partnership to Advance CX Transformation
Adobe, IBM and Red Hat announced a strategic partnership that they say will help accelerate digital transformation and strengthen real-time data security for enterprises, with a focus on regulated industries. The intent of the partnership is to enable companies to deliver more personalised experiences across the customer journey, driving improved

FICO Digital Banking Study: Customer Experience and Fraud Protection
Face to face interactions are currently limited and the battleground for new customers has switched to the digital environment. Those organizations that offer fast, seamless experiences and secure on-boarding might hope to win market share – but even if financial institutions are prepared to make the switch to digital account

Four ways to deliver better customer experience during the pandemic
The current COVID-19 has exposed brands’ CX shortcomings and a lack of understanding of their customers, according to a Forrester analyst, who outlined a path of CX recovery. During the Zendesk Showcase, Riccardo Pasto, head of CX research ANZ at Forrester, said brands can not always avoid turbulence but when

Pandemic has accelerated shift to remote work by 5 to 10 years, say local tech leaders
The explosion in remote work because of social distancing restrictions has accelerated Australia’s move out of offices by a decade and brought into sharp focus the value of digital experiences, according to Australian technology leaders. Didier Elzinga, co-founder and CEO of local tech unicorn Culture Amp today said the COVID-19

COVER STORY: Contact Centres in the era of COVID-19
In polite and apologetic tones, Australian businesses are pleading with their customers to be patient. Optus is calmly letting web site visitors know it’s committed to keeping you connected, even though its Customer Care Team’s ability to respond is currently impacted. Covid-19 restrictions mean Telstra’s contact centres are operating with

Australian organisations still struggling with CX investments: Adobe
Most Australian and New Zealand organisations rate their ability to deliver customer experiences as not very advanced or immature, well behind the global and regional levels, according to Adobe’s latest research. But the marketing giant says Australia’s banking industry is an exception – in some cases the envy of the