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VIS Global and Uniphore form strategic partnership
Customer Relationship Management

VIS Global and Uniphore form strategic partnership

VIS Global announced today that it has entered into a multi-country strategic partnership with Conversational Automation company Uniphore.

By Zach Thompson • 3 min read • Tue, 1st Mar 2022
Orders with multiple shipments causing customer dissatisfaction
Customer Relationship Management

Orders with multiple shipments causing customer dissatisfaction

76% of Australian shoppers indicate that they have experienced unusual delays in receiving goods they ordered online in the last three months.

By Raghav Sibal • 3 min read • Mon, 21st Feb 2022
Broken brand promises cost businesses customers in ANZ
EduTech

Broken brand promises cost businesses customers in ANZ

New research by Qualtrics shows making sure the customer experience matches consumer expectations will be vital to retaining customers in 2022.

By Ryan Morris-Reade • 3 min read • Wed, 16th Feb 2022
Access4 announces strategic global partnership with UJET
Customer Relationship Management

Access4 announces strategic global partnership with UJET

Access4 will now offer UJET's cloud contact centre solutions to assist in unifying and enhancing the customer experience.

By Ryan Morris-Reade • 3 min read • Tue, 15th Feb 2022
Organisations fail to deliver on growing customer demands
EduTech

Organisations fail to deliver on growing customer demands

Over half of customer service agents struggle with accurately recording customer requests, leading to frustration, according to a study by Pegasystems.

By Catherine Knowles • 3 min read • Thu, 10th Feb 2022
Forrester uncovers top upcoming payments innovations
Customer Relationship Management

Forrester uncovers top upcoming payments innovations

Payments innovation will shift from consumers to businesses in the next decade as tech firms create autonomous payments in connected devices, says Forrester.

By Catherine Knowles • 3 min read • Wed, 9th Feb 2022
SugarCRM introduces playbook functionality thanks to AddOptify acquisition
Customer Relationship Management

SugarCRM introduces playbook functionality thanks to AddOptify acquisition

SugarCRM introduces integrated playbook functionality for guided selling and advanced CRM automation, enabling users to automate processes and workflows.

By Catherine Knowles • 3 min read • Fri, 4th Feb 2022
Advantage: Why the gold standard of customer service matters
Customer Relationship Management

Advantage: Why the gold standard of customer service matters

As a business, it is crucial to evolve and adapt IT operations to survive, innovate and compete - even more so during a global pandemic.

By Mitchell Hageman • 4 min read • Tue, 1st Feb 2022
Keeping automation human centric
Customer Relationship Management

Keeping automation human centric

No matter where businesses are in their digital transformation, sooner or later, implementing automation processes will become a daily activity.

By JR Keene • 3 min read • Mon, 31st Jan 2022
Research finds more than half of APAC consumers think customer service is an afterthought
Customer Relationship Management

Research finds more than half of APAC consumers think customer service is an afterthought

Zendesk's annual research has uncovered a gap between consumer expectations and company actions regarding customer service.

By Ryan Morris-Reade • 3 min read • Thu, 20th Jan 2022
Verloop.io and Vonage partner to deliver conversational AI
Customer Relationship Management

Verloop.io and Vonage partner to deliver conversational AI

Verloop.io partners with Vonage to expand conversational AI applications across multiple channels, including WhatsApp and Facebook Messenger.

By Ryan Morris-Reade • 3 min read • Wed, 19th Jan 2022
BHG shifts to new business model in 2022
Software-as-a-Service

BHG shifts to new business model in 2022

BHG has announced transformation plans as it moves into the next phase of its three-year digitalisation journey.

By Ryan Morris-Reade • 4 min read • Mon, 27th Dec 2021
Soul Machines and Microsoft partner to enhance AI solutions
Customer Relationship Management

Soul Machines and Microsoft partner to enhance AI solutions

Soul Machines signs five-year deal with Microsoft, using Azure technology to create personalised AI experiences. Opportunities for growth in service AI.

By Mitchell Hageman • 3 min read • Tue, 14th Dec 2021
Dell Technologies appoints Leanne Buer as New Zealand country manager
Customer Relationship Management

Dell Technologies appoints Leanne Buer as New Zealand country manager

Dell Technologies has appointed Leanne Buer as its new country manager for New Zealand, effective Monday 29 November.

By Mitchell Hageman • 3 min read • Mon, 29th Nov 2021
Genesys and Google Cloud extend partnership, build future of digital customer service
Customer Relationship Management

Genesys and Google Cloud extend partnership, build future of digital customer service

Genesys and Google Cloud have expanded their partnership to connect customer support and experiences in a digital world.

By Catherine Knowles • 3 min read • Tue, 16th Nov 2021
Only 4 in 10 shoppers completely trust retailers to fulfill orders as promised
Customer Relationship Management

Only 4 in 10 shoppers completely trust retailers to fulfill orders as promised

Trust gap between shoppers and retailers revealed in new survey by Zebra Technologies. Only 38% of shoppers have complete trust in retailers.

By Ryan Morris-Reade • 4 min read • Fri, 12th Nov 2021
Robotic Skies and Carbonix partner to advance UAV tech on global scale
Customer Relationship Management

Robotic Skies and Carbonix partner to advance UAV tech on global scale

Robotic Skies partners with Carbonix to provide international field support for Carbonix UAVs in various industries.

By Catherine Knowles • 3 min read • Wed, 1st Sep 2021
77% of consumers will share data if their service is more personalised - Freshworks report
Customer Relationship Management

77% of consumers will share data if their service is more personalised - Freshworks report

Despite calls for better data privacy amongst businesses and their customers, it doesn't mean that the data sharing game is over.

By Staff Writer • 3 min read • Wed, 25th Aug 2021

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