Customer experience news stories

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.

The new global partnership will involve Probe CX leveraging Uniphore’s conversational automation platform to create enhanced solutions, which involve personalisation and automation.

Adobe announced new capabilities powered by Adobe Sensei, that are embedded throughout Adobe Experience Cloud.

"To produce attractive content in a future shaped by digitalisation, first-class technological capabilities are a necessity".

According to the 2022 Digital Experience Benchmark report, many customers do not make it past the halfway point on any given web page. 

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.

It's a question that's been pondered over the decades, shrouded in mystery. How can organisations give customers what they really want?

Adatree has partnered with Personetics, the provider of financial data analytics, to provide customers with a solution for financial data access and intelligence.

According to the study, 81% of organisations believe being able to measure CX along key points of the customer journey is important to their business strategy.

Adobe has announced improvements to its CDP, which include a range of capabilities that will allow businesses to maximise the value of their customer data.