Global Stories

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.

By Ashton Young • 3 min read • Thu, 22nd Sep 2016

Customer Relationship Management

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.

By Ashton Young • 2 min read • Mon, 19th Sep 2016

Customer Relationship Management

What is this so called 'Age of the Customer?'

CEOs aim for better customer experience, but poor technology management continues to disappoint, says journalist.

By Michael Maoz • 5 min read • Thu, 1st Sep 2016

Customer Relationship Management

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.

By Sara Barker • 3 min read • Mon, 29th Aug 2016

Customer Relationship Management

Six tips for developing successful voice of customer programs

Customer experience will be more important than price and product as key brand differentiators, according to a report by Walker Information.

By Sara Barker • 3 min read • Mon, 15th Aug 2016

Customer Relationship Management

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.

By Sara Barker • 3 min read • Thu, 30th Jun 2016

Customer Relationship Management

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.

By Sara Barker • 2 min read • Fri, 17th Jun 2016

Customer Relationship Management

CompTIA launches customer retention tool for MSPs

CompTIA launches Managed Services Client Lifecycle tool to help MSPs boost customer acquisition, retention, and growth.

By Catherine Knowles • 2 min read • Wed, 1st Jun 2016

Customer Relationship Management

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.

By Ashton Young • 2 min read • Mon, 30th May 2016

Customer Relationship Management

LogMeIn expands omni-channel customer engagement

LogMeIn recently announced a new release of BoldChat, its live chat and omni-channel customer engagement solution.

By Ashton Young • 3 min read • Mon, 30th May 2016

Customer Relationship Management

Air New Zealand's latest innovation is all about robots

Air New Zealand is using robotic technology from Invert Robotics to remotely inspect its fleet of aircraft, ensuring safety for employees and customers.

By Catherine Knowles • 2 min read • Mon, 30th May 2016

Customer Relationship Management

Tecala brings on new Melbourne executive to support growth

Ryan Clements strengthens Tecala's Melbourne force, bolstering their surge in cloud and ICT services amidst expansion.

By Catherine Knowles • 2 min read • Thu, 26th May 2016

Customer Relationship Management

Poor customer service costing Aussie businesses $11 billion a year

Aussie firms lose £11bn annually from shoddy service, with customer patience on the brink, NewVoiceMedia research reveals.

By Catherine Knowles • 3 min read • Wed, 25th May 2016

Customer Relationship Management

A happy customer: Conbrio solving problems with top-notch customer service

Kiwi tech company Conbrio, known for stellar customer service, has streamlined operations for Telnet, a leading NZ contact centre since 1996.

By Ashton Young • 3 min read • Mon, 23rd May 2016

Customer Relationship Management

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.

By Catherine Knowles • 2 min read • Wed, 18th May 2016

Customer Relationship Management

Gartner recognises Zendesk for innovative CRM solutions

Zendesk has been recognized as a leader in Gartner's 2016 CRM Customer engagement report, the only company to move quadrants this year.

By Catherine Knowles • 2 min read • Mon, 9th May 2016

Customer Relationship Management

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.

By Catherine Knowles • 3 min read • Fri, 22nd Apr 2016

Customer Relationship Management

Fusion5: New Zealand's new leading CRM partner?

Fusion5, recently crowned Customer Relationship Management Partner of the Year by Microsoft New Zealand, solidifies its position as a top CRM contender.

By Catherine Knowles • 2 min read • Wed, 6th Apr 2016