Consumer technology news from the future
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ANZ businesses missing the human touch in digital society, report finds
"There’s a noticeable disconnect between the investment decisions of Australian & New Zealand businesses and the wants and needs of their customers."
Bad customer service as a tool to distract from bad business
The arrogance of the enterprise failure to include the customer in planning and messaging is bad business.
Vodafone promises better customer service for all New Zealanders
"What our customers have to say about us is important, and we value the opportunity to hear their concerns and act on this information."
What does today's customer want? New study finds experience in ANZ is getting worse
You’d think that over time, we’d start getting better at the things we do. Apparently, that’s not the case for customer experience.
The changing customer demands non-traditional support channels
Traditional support channels were designed for the customer of yesteryear. This company has released a new software offering to address the issue.
What is this so called 'Age of the Customer?'
CEOs cite “Customer Experience” as a topic objective for 2016 and 2017.
How to get your execs and staff to embrace customer-centric cultures
Customer-centric cultures are the key to competitive advantage, revenue and great experiences, that's what Qualtrics has found.
Six tips for developing successful voice of customer programs
"The best practice is for marketers to take control of their VoC programs to drive a customer-driven organisational culture."
Bendigo & Adelaide Bank's secret customer service weapon? Qualtrics
Bendigo and Adelaide Bank has secured the #1 ranking in its customer experience brand in Australia. Its secret weapon? Qualtrics is the key.
Sky TV 'revitalising' its back-office CRM and revenue streams
Sky TV using Netcracker technology to upgrade its back-office customer relationship management and revenue streams.
CompTIA launches customer retention tool for MSPs
“Many MSPs are winging it, with no real direction or understanding of what it takes to bring on a new customer."
Hospitals enhance staff productivity with new clinical smartphone
Honeywell recently launched a new clinical mobile device that connects hospital staff to the digital resources they need.
LogMeIn expands omni-channel customer engagement
LogMeIn recently announced a new release of BoldChat, its live chat and omni-channel customer engagement solution.
Air New Zealand's latest innovation is all about robots
“Exploring the introduction of robotic technologies supports the airline’s innovation strategy and could create significant new opportunities."
Tecala brings on new Melbourne executive to support growth
"His experience and understanding of the challenges which our customers face will be a pivotal asset in reinforcing Tecala as a leader."
Poor customer service costing Aussie businesses $11 billion a year
"This research highlights the considerable impact that customers have on a business’s success. Customer experience is the key differentiator."
A happy customer: Conbrio solving problems with top-notch customer service
"Our first impressions of Conbrio were very positive, as we started to engage more and more with the team, it became more of a partnership."
Local Melbourne business boosts customer service with online portal
Australian businesses are realising the power of personalised customer service via online portals that can be accessed on any device.
Gartner recognises Zendesk for innovative CRM solutions
"We believe [this recognition] demonstrates our growing appeal in the enterprise as we help large companies build better customer relationships.”
Kiwi developer takes Artificial Intelligence to new heights
Touchpoint Group’s Ipiphany AI program pioneers simultaneous text, speech and machine learning to help customers better understand customer behaviour.
Fusion5: New Zealand’s new leading CRM partner?
“Our Dynamics CRM practice is set to consolidate our position as a leading CRM partner in New Zealand.”
Aussie companies failing when it comes to email marketing
“Despite embracing email marketing, most Australian companies aren’t making the most of opportunities to genuinely connect with customers.”
REFFIND launchs new unified HR platform
“Employee experience is intrinsically linked to CX, and good CX is essential for companies to maintain a sustainable competitive advantage."
Unified Brand to bring digital signage content to a larger market
“As we expand our presence within the Rise Vision store, we look forward to the opportunity to assist a whole new customer base."