eCommerceNews Asia - Technology news for digital commerce decision-makers

Customer Journey stories

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Optimizely and Orchard partner to scale marketing experimentation
Tue, 13th Sep 2022
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crm
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cx
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martech
Optimizely has announced a partnership with Orchard to help marketers and organisations scale experimentation through a mix of strategy and platform.
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The proof is in the pudding: How to navigate to CX excellence
Mon, 22nd Aug 2022
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crm
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cx
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martech
What makes the customer experience (CX) at some businesses better than others, you might ask? The answer is an intimate understanding of customers as individuals rather than a collective.
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Exclusive: How Accenture is changing the customer experience game
Fri, 19th Aug 2022
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crm
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cx
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martech
Creating highly personalised real-world customer experiences using API, near-field communication, and spatial technology is about taking a traditional experience and elevating the customer journey into a digital world.
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Scope Australia selects NICE CXone platform to streamline operations
Fri, 12th Aug 2022
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bi
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contact centre
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crm
One of Australia’s largest providers of disability support services, has chosen the NICE CXone platform to help streamline its contact centre operations.
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SC Ventures launches fintech startup for retail banking
Wed, 3rd Aug 2022
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fintech
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banking industry
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retail
SC Ventures has launched Appro, a fintech startup, to simplify the retail banking user journey, aiming to foster greater efficiency in application processes for retail banking products.
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Cheetah Digital creates digital success for Starbucks
Mon, 20th Jun 2022
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martech
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starbucks
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research
Cheetah Digital has revealed new insights from its customer Starbucks, demonstrating the success of the company's relationship marketing platform.
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Genesys optimises customer journeys with new solution
Thu, 16th Jun 2022
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bi
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big data
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crm
Genesys is expanding its existing orchestration capabilities with deeper customer journey analytics in order to enable businesses to be more people-centric.
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BMW and Adobe expand partnership for better customer journeys
Fri, 8th Apr 2022
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martech
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digital transformation
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cartech
Adobe has announced an expanded relationship with BMW Group as part of its digital transformation of its sales and marketing division. 
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Video: 10 Minute IT Jams - Introducing BillingPlatform
Thu, 7th Apr 2022
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commerce systems
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revenue management
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ceo
Today, we are joined by BillingPlatform CEO Dennis Wall, who introduces the company and discusses why its offerings are vital to the customer journey.
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Businesses prioritise friendliness over function in CX journey - Genesys report
Tue, 30th Nov 2021
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contact centre
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crm
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cx
58% of consumers believe it is important that businesses are quick to respond. However, only 41% of businesses actually prioritise quick responses.
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No-code digital customer journey platform EasySend has launched in Australia and New Zealand
Thu, 25th Nov 2021
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printing
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document management
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cloud
No-code digital customer journey platform EasySend has launched in Australia and New Zealand, with plans to target the wider JAPAC market.
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Interview: Sitecore explains why 'composable' will be the future of the digital experience
Tue, 23rd Nov 2021
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open source
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marketing
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sitecore
Sitecore’s APJ VP solution engineering, Nik Hendel, says composable DXP is here to stay.
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How open ecosystem, card-linked loyalty programs are changing Australian retail
Wed, 29th Sep 2021
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cx
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martech
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crm
As we transition away from cookie-based advertising, confusion around last-click attribution will dissolve in favour of card-linked platforms.
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Genesys G-Summit South Asia 2021: Taking CX to the next level
Mon, 16th Aug 2021
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contact centre
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crm
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cx
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.
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NICE releases an AI-powered self-service platform
Fri, 23rd Apr 2021
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crm
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bi
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cloud
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.
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Optus partners with Google Cloud to improve customer support capabilities
Sat, 23rd Jan 2021
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crm
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contact centre
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cloud
The move allows Optus to provide its customers with more personalised experiences and bolster its customised solution offerings, according to the company.
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Adobe launches customer journey solution for ANZ businesses
Wed, 15th Jul 2020
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crm
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cx
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martech
The standalone journey orchestration engine enables organisations to use insights from the Adobe Experience Platform to create and deliver personalised interactions across any channel in real-time.
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The one thing successful startups have in common? Quality CX
Tue, 14th Jul 2020
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crm
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cx
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martech
New research from Zendesk has revealed that startups which prioritised CX from their inception consistently outperform their peers. 
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Trustworthy and reliable: why making data privacy a priority leads to stronger customer relationships
Wed, 8th Apr 2020
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data protection
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crm
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cx
Showing you’re scrupulous about how you collect, use and store customer information also has a positive impact on your customers’ experience with your brand and your bottom line.
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Boomi highlights four customers leading in digital transformation
Wed, 5th Feb 2020
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martech
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chatbots
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boomi
“The four winners of the 2019 Boomi Blue Challenge, illustrated that a comprehensive, cloud-native integration platform is a valuable strategic asset. The winners are true digital leaders."
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Five ways to make customer experience transformation easier
Mon, 25th Nov 2019
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crm
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outsourcing
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digital transformation
Too often, organisations are excited about the potential for CX transformation and embark on projects without developing a strategic approach, Intergen finds.
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Forrester: Pegasystems a Leader in real-time interaction management
Thu, 7th Mar 2019
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cx
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crm
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martech
Forrester analysed the 12 most significant RTIM providers against 33 key criteria and gave Pega top scores in current offering and strategy categories.
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Four ways social media management software is transforming CX
Fri, 1st Jun 2018
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crm
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cx
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martech
Gartner’s 2017 Customer Experience in Marketing Survey indicated that 67% of companies feel they compete mostly or completely on the basis of CX.
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Desktop conversion still king in ANZ despite increasing smartphone traffic - Adobe
Wed, 28th Jun 2017
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creative technologies
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martech
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online retail
"ANZ’s best marketers recognise that the desktop is still likely to be the final destination, even in a cohesive multi-device experience."
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