Customer engagement news stories
Research finds more than half of APAC consumers think customer service is an afterthought
Zendesk's annual research has uncovered a gap between consumer expectations and company actions regarding customer service.
ActiveCampaign automates sales engagement into customer lifecycle
ActiveCampaign says businesses no longer need to use separate systems for marketing and sales.
How card-linked loyalty programs will take eCommerce to the next level
A card-linked loyalty program can help retailers and service providers take their eCommerce to the next level in several ways.
Genesys looks to humanise customer experiences with latest release
Genesys has launched BeyondCX, an eLearning program designed to help contact centre employees and supervisors learn soft skills to better deliver empathetic, personalised experiences.
The foundations of a modern data-driven organisation: Obtaining a clear view of the customer
Reaching new levels of customer-centricity is only possible through becoming increasingly data-driven.
The importance of anticipatory design in mobile banking
Applying technology allows banks to anticipate their customer needs, create value and exceed customer expectations.
8x8 brings receptionist role into the future with latest offering
According to the company, 8x8 Frontdesk is designed to advance the receptionist role by delivering a tailored experience and user interface that brings together traditional unified communications and contact centre capabilities.
The opportunity for CIOs to impact the customer experience
Digital transformation will continue to morph and steer CIO’s priorities in new and different directions, writes Sitecore chief operating officer for APJ Steve Hawkes.
‘A question of respect’ — Consumer reactions to poor digital services have hardened during the pandemic
Those who get it wrong, even just once, could see more than half of their customers leave forever.
Unleashing the power of retail loyalty: Who is getting it right?
Loyalty programs provide an exclusive ‘experience beyond the product' and help businesses get a better picture of their consumer buying journey.
Three key areas of modern digital experiences that organisations need to keep an eye on
The COVID-19 pandemic has enhanced customer expectations, and interactions must be built on a solid digital strategy, writes Empired head of digital Kevin Miller.
Artificial intelligence firm Ambit begins investment round
The raise is intended to capitalise on trends accelerated by COVID-19, including the rapid adoption of messaging by consumers and 24/7 online shopping.
How consumer online behaviour has changed during the pandemic
Organisations can’t afford to take any chances when it comes to delivering faultless digital experiences.
Laser focus on customer-oriented tech top priority for customer service industry - report
"These technologies support new operational needs of managing a remote workforce and new demands and expectations from customers."
Genesys G-Summit South Asia 2021: Taking CX to the next level
Genesys G-Summit South Asia 2021 is a two-day virtual customer experience event for customers, industry visionaries, and market experts from around the South Asia region.
Self-service in high demand for today’s enterprise customers
"Enterprises stand to increase sales, improve customer experience and brand image while reducing churn and customer support costs by facilitating a seamless product-content process.”
NICE releases an AI-powered self-service platform
Cloud software provider NICE has released self-service platform CXone Expert, following its acquisition of MindTouch, a San Diego-based cloud knowledge management software platform.
Video: 10 Minute IT Jams - Who is ActiveCampaign?
In this interview, Techday speaks to ActiveCampaign founder and CEO Jason VandeBoom, who discusses the ins and outs of the customer experience automation.
Customer data generation spikes during 2020 - Twilio report
In December 2019, Twilio Segment processed close to 500 billion API calls per month. In December 2020, that number reached more than one trillion.
Why tech complexity is a customer experience issue
The digital customer experience is everything that customers experience via software. It’s the entire virtual storefront: the ‘face’ of your business. And who’s developing these business-critical experiences? Software developers.
Managing quality with a work-from-anywhere workforce
When agents transitioned to work-from-anywhere, the traditional approaches to quality management were no longer viable, writes NICE president for APAC Darren Rushworth.
CX firm Qualtrics to launch Singapore data center
Qualtrics aims to open a new data center in Singapore as the company continues its expansion efforts across Southeast Asia.
Freshworks named in fourth Magic Quadrant this year
Most recently, the company was named a Niche Player in the Magic Quadrant for IT Service Management Tools for its Freshservice solution.
On October 28, go from CX starter to champion with Zendesk
There could not be a better way to get at the heart of this topic than hearing from the experts whose mission it is to make sure customer service is the best of the best.