Customer Journey stories
Optimizely and Orchard partner to scale marketing experimentation
Optimizely has announced a partnership with Orchard to help marketers and organisations scale experimentation through a mix of strategy and platform.
The proof is in the pudding: How to navigate to CX excellence
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.
Exclusive: How Accenture is changing the customer experience game
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.
Scope Australia selects NICE CXone platform to streamline operations
One of Australia’s largest providers of disability support services, has chosen the NICE CXone platform to help streamline its contact centre operations.
SC Ventures launches fintech startup for retail banking
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.
Cheetah Digital creates digital success for Starbucks
Cheetah Digital has revealed new insights from its customer Starbucks, demonstrating the success of the company's relationship marketing platform.
Genesys optimises customer journeys with new solution
Genesys is expanding its existing orchestration capabilities with deeper customer journey analytics in order to enable businesses to be more people-centric.
BMW and Adobe expand partnership for better customer journeys
Adobe has announced an expanded relationship with BMW Group as part of its digital transformation of its sales and marketing division.
10 Minute IT Jams
Video: 10 Minute IT Jams - Introducing BillingPlatform
Today, we are joined by BillingPlatform CEO Dennis Wall, who introduces the company and discusses why its offerings are vital to the customer journey.
Businesses prioritise friendliness over function in CX journey - Genesys report
58% of consumers believe it is important that businesses are quick to respond. However, only 41% of businesses actually prioritise quick responses.
No-code digital customer journey platform EasySend has launched in Australia and New Zealand
No-code digital customer journey platform EasySend has launched in Australia and New Zealand, with plans to target the wider JAPAC market.
Interview: Sitecore explains why 'composable' will be the future of the digital experience
Sitecore’s APJ VP solution engineering, Nik Hendel, says composable DXP is here to stay.
How open ecosystem, card-linked loyalty programs are changing Australian retail
As we transition away from cookie-based advertising, confusion around last-click attribution will dissolve in favour of card-linked platforms.
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.
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.
Optus partners with Google Cloud to improve customer support capabilities
The move allows Optus to provide its customers with more personalised experiences and bolster its customised solution offerings, according to the company.
Adobe launches customer journey solution for A/NZ businesses
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.
The one thing successful startups have in common? Quality CX
New research from Zendesk has revealed that startups which prioritised CX from their inception consistently outperform their peers.
Trustworthy and reliable: why making data privacy a priority leads to stronger customer relationships
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.
Boomi highlights four customers leading in digital transformation
“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."
Five ways to make customer experience transformation easier
Too often, organisations are excited about the potential for CX transformation and embark on projects without developing a strategic approach, Intergen finds.
Forrester: Pegasystems a Leader in real-time interaction management
Forrester analysed the 12 most significant RTIM providers against 33 key criteria and gave Pega top scores in current offering and strategy categories.
Four ways social media management software is transforming CX
Gartner’s 2017 Customer Experience in Marketing Survey indicated that 67% of companies feel they compete mostly or completely on the basis of CX.
Desktop conversion still king in A/NZ despite increasing smartphone traffic - Adobe
"ANZ’s best marketers recognise that the desktop is still likely to be the final destination, even in a cohesive multi-device experience."