Customer engagement stories - Page 14

Retailers in Australia must focus on delivering exceptional customer experiences in order to succeed in the competitive market.

Innovative CMOs are generating 11% higher shareholder returns by delivering hyper-relevant customer experiences, says Accenture.

More than half of Australians said organisations acknowledged feedback but failed to act on it, having an adverse effect on loyalty, Qualtrics says.

This includes embedding Google’s machine learning within conversation services for the contact centre, enabling integration of AI capabilities.

Forrester analysed the 12 most significant RTIM providers against 33 key criteria and gave Pega top scores in current offering and strategy categories.

The new Check PointS partner programme directly rewards solution providers for activities that deepen customer relationships such as C-suite meetings.

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

RingCentral is set to acquire Connect First, enhancing its customer engagement portfolio with a robust outbound/blended communication platform.

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

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

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

Australian customers are increasingly dissatisfied with call centres, with 64% having had a bad experience, according to a survey by Citrus Group.

The partnership with Premier Technologies gives VExpress resellers access the Premier Contact Point offering for customer engagement.

In Frost & Sullivan’s APAC contact centre app report, Verint led all vendors, ranking top among 40 companies included in the analysis.

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

Harnessing AI, machine learning, and VR, the travel industry seeks to predict and inspire consumer behaviour, making choices more personalised and engaging.

You’ve done the digital transformation project. Now what? Many organisations are shifting their mode of operation.

More and more Australians are avoiding phone calls, opting for texting or messaging apps instead, according to a survey by finder.com.au.

The reality for most organisations is that they don’t have a complete understanding of the mobile needs and expectations of customers.

Verint is the only company recognised in both 2018 Magic Quadrants for the CRM Customer Engagement Centre and Workforce Engagement Management.