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The foundations of a modern data-driven organisation: Obtaining a clear view of the customer
Customer Relationship Management

The foundations of a modern data-driven organisation: Obtaining a clear view of the customer

The key to understanding customers lies in listening to them and connecting through various communication channels, says expert.

By Daniel Hand • 3 min read • Wed, 6th Oct 2021
Video: 10 Minute IT Jams - Who is dotdigital?
Data Analytics

Video: 10 Minute IT Jams - Who is dotdigital?

dotdigital is a marketing technology company, specialising in marketing automation, email and customer engagement services.

By Nick Forrester • 5 min read • Wed, 6th Oct 2021
The importance of anticipatory design in mobile banking
Customer Relationship Management

The importance of anticipatory design in mobile banking

Applying technology allows banks to anticipate their customer needs, create value and exceed customer expectations.

By Adam Flesch • 4 min read • Fri, 1st Oct 2021
8x8 brings receptionist role into the future with latest offering
Unified Communications

8x8 brings receptionist role into the future with latest offering

8x8 introduces 8x8 Frontdesk, a new XCaaS solution for high-volume call handling, aiming to enhance the receptionist role in a hybrid work environment.

By Catherine Knowles • 3 min read • Wed, 29th Sep 2021
Video: 10 Minute IT Jams - A breakdown of Twilio Flex
Customer Relationship Management

Video: 10 Minute IT Jams - A breakdown of Twilio Flex

In this interview, we speak to Twilio Flex director of product marketing Tim Richter, who will discuss one of the company's critical APIs, Twilio Flex.

By Nick Forrester • 5 min read • Thu, 16th Sep 2021
The opportunity for CIOs to impact the customer experience
Customer Relationship Management

The opportunity for CIOs to impact the customer experience

The role of the CIO has changed forever due to the pandemic. Now, CIOs have an opportunity to reimagine and foster collaborative relationships with the CMO.

By Steve Hawkes • 4 min read • Thu, 16th Sep 2021
'A question of respect' — Consumer reactions to poor digital services have hardened during the pandemic
Customer Relationship Management

'A question of respect' — Consumer reactions to poor digital services have hardened during the pandemic

Digital services have become an essential part of people's lives during the pandemic, with 85% relying on them, says a new report.

By Antoine Le Tard • 4 min read • Mon, 30th Aug 2021
Unleashing the power of retail loyalty: Who is getting it right?
Customer Relationship Management

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.

By Billy Loizou • 5 min read • Mon, 30th Aug 2021
Three key areas of modern digital experiences that organisations need to keep an eye on
Customer Relationship Management

Three key areas of modern digital experiences that organisations need to keep an eye on

Digital technologies drive personalised experiences and operational efficiencies. Organisations must adapt to engage customers and employees.

By Kevin Miller • 3 min read • Fri, 27th Aug 2021
Artificial intelligence firm Ambit begins investment round
Customer Relationship Management

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.

By Shannon Williams • 3 min read • Tue, 24th Aug 2021
How consumer online behaviour has changed during the pandemic
Customer Relationship Management

How consumer online behaviour has changed during the pandemic

The number of applications people are using has increased by 30% in the last two years, according to a new report by AppDynamics.

By Antoine Le Tard • 5 min read • Mon, 23rd Aug 2021
Laser focus on customer-oriented tech top priority for customer service industry - report
Customer Relationship Management

Laser focus on customer-oriented tech top priority for customer service industry - report

CSS leaders are rapidly investing in emerging customer-focused technologies, according to new research from Gartner.

By Staff Writer • 2 min read • Tue, 17th Aug 2021
Video: 10 Minute IT Jams - Who is Twilio?
Software-as-a-Service

Video: 10 Minute IT Jams - Who is Twilio?

In today's interview we have Twilio vice president for APJ Lee Hawksley, who discusses the company's products and solutions.

By Nick Forrester • 6 min read • Wed, 11th Aug 2021
Self-service in high demand for today's enterprise customers
Customer Experience

Self-service in high demand for today's enterprise customers

New survey highlights the growing demand for intuitive self-service solutions in customer service, says Frost - Sullivan.

By Catherine Knowles • 3 min read • Wed, 14th Jul 2021
NICE releases an AI-powered self-service platform
Customer Relationship Management

NICE releases an AI-powered self-service platform

NICE launches AI-powered self-service platform CXone Expert to improve customer experience and reduce frustration.

By Ryan Morris-Reade • 2 min read • Fri, 23rd Apr 2021
Video: 10 Minute IT Jams - Who is Dynabook?
Customer Experience

Video: 10 Minute IT Jams - Who is Dynabook?

TechDay's 10 Minute IT Jams: Matt Tumminello, Product Marketing Manager for Dynabook ANZ, discusses the rebranding of Toshiba to Dynabook and more.

By Nick Forrester • 5 min read • Thu, 8th Apr 2021
Video: 10 Minute IT Jams - Who is ActiveCampaign?
Customer Relationship Management

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.

By Nick Forrester • 1 min read • Wed, 7th Apr 2021
Video: 10 Minute IT Jams - Who is Enghouse Interactive?
Customer Relationship Management

Video: 10 Minute IT Jams - Who is Enghouse Interactive?

Enghouse Interactive aims to be a leading provider of contact centre tech. We spoke to their APAC MD to find out more.

By Sara Barker • 5 min read • Wed, 24th Mar 2021

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Customer engagement stories