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Twilio appoints Reeny Sondhi & Amy Holcroft as chief digital officer & chief privacy officer
Data Analytics

Twilio appoints Reeny Sondhi & Amy Holcroft as chief digital officer & chief privacy officer

Twilio hires chief digital officer and chief privacy officer to protect customers' digital rights and privacy in an increasingly digitized world.

By Zach Thompson • 2 min read • Fri, 6th May 2022
Flintfox appoints Chris Dieringer as Chief Customer Officer
Digital Transformation

Flintfox appoints Chris Dieringer as Chief Customer Officer

Microsoft industry veteran Chris Dieringer becomes Chief Customer Officer to oversee customer experience at Flintfox.

By Zach Thompson • 1 min read • Fri, 1st Apr 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
ActiveCampaign automates sales engagement into customer lifecycle
Customer Experience

ActiveCampaign automates sales engagement into customer lifecycle

ActiveCampaign launches sales engagement solution to enable businesses of all sizes to grow by unifying sales and marketing data.

By Staff Writer • 3 min read • Mon, 8th Nov 2021
How card-linked loyalty programs will take eCommerce to the next level
Customer Relationship Management

How card-linked loyalty programs will take eCommerce to the next level

A card-linked loyalty program can help retailers and service providers take their eCommerce to the next level in several ways.

By Cary Lockwood • 3 min read • Thu, 14th Oct 2021
Genesys looks to humanise customer experiences with latest release
Customer Relationship Management

Genesys looks to humanise customer experiences with latest release

Genesys launches eLearning program BeyondCX to help contact centre staff improve empathy skills and deliver personalised experiences.

By Catherine Knowles • 3 min read • Fri, 8th Oct 2021
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