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CX news stories

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Forrester
Accenture named Leader in CX Strategy Consulting Services
Accenture has been positioned as a leader in “The Forrester Wave: CX Strategy Consulting Services In Asia Pacific, Q4 2021” report. 
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Cloud
CX tech rising, but human interaction still key
People need to be at the centre of any CX strategy, according to new research.
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Loyalty programmes
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. 
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eCommerce
Businesses urged to improve customer experience through card-linked loyalty programs
Retailers that improve the customer experience are better placed to improve revenue and profits amid growing competition, writes Loyalty Now CEO Cary Lockwood.
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Cloud
Genesys G-Summit South Asia 2021: Taking CX to the next level
Genesys G-Summit South Asia 2021 is a two-day virtual customer experience event for customers, industry visionaries, and market experts from around the South Asia region.
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Microsoft
Case study: How Microsoft helped a Kiwi company deliver mobile order software to McDonalds in Japan
Its business model was simple – provide a connection between customers and retailers, then enable those retailers to improve the customer’s experience.
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Customer experience
Organisations increasing CX investments must also combat privacy and security — IDC
The data analyst company says these companies must also build trusted data initiatives by increasing the capabilities required for digital trustworthiness.
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Contact Centre
Best practices for implementing a chatbot or virtual agent
Rushing to implement solutions can lead to poor CX and have significant negative impacts on the bottom line, writes NICE managing director for A/NZ Rod Lester.
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Customer experience
How cloud silos are holding organisations back
It’s important to work with a storage specialist that can map a path to a successful hybrid, multi-cloud strategy that ultimately delivers results in digital transformation projects.
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Artificial Intelligence
Organisations investing in IoT, AI to enhance CX following COVID-19
Pandemic challenges have catalysed technology trends across the globe and accelerated organisations' digital transformations sooner than initially predicted. 
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Customer experience
Why tech complexity is a customer experience issue
The digital customer experience is everything that customers experience via software. It’s the entire virtual storefront: the ‘face’ of your business. And who’s developing these business-critical experiences? Software developers.
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Big Data
Organisations looking at data and analytics to connect with customers in real time
"In 2020, the CX industry felt the need for thick data along with big data analytics."
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Customer experience
Forrester names Pega ‘Leader’ in interaction management
Received top scores in 2/3 high-level categories – current offering and strategy – as well as the highest score possible in 25 of 30 criteria.
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Customer experience
The enormous impact of AI and machine learning on eCommerce
With an increasing potential customer base, technologies such as AI and ML are crucial game-changers in the marketing and sales toolkit, writes dotdigital head of marketing Aparna Gray.
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Customer experience
Genesys and Adobe partner up to deliver CX integration
The integration between the two companies aims to rectify the problem experienced by customers where their data does not move with them when they engage with organisations across several different functions. 
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Customer experience
What is full-stack observability?
As technology becomes more complex, monitoring on its own isn’t an effective strategy to ensure that quality software is developed and tested in order to then perform at its best in production.
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Innovation
Genesys recognises leaders in customer experience with latest awards
The Genesys Awards celebrates eight companies from around the world for driving significant improvements in business results and delivering 'remarkable' customer experiences.
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Customer experience
How cloud-based contact centres will ensure agents can work from anywhere
People need to be able to work from anywhere without compromising productivity or security, and while delivering a consistent customer experience. 
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Customer experience
The one thing successful startups have in common? Quality CX
New research from Zendesk has revealed that startups which prioritised CX from their inception consistently outperform their peers. 
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Customer experience
Why CX is a 'must-have' and not a 'nice-to-have'
Every day CX becomes a more valid metric with which to measure a business’s success, with a rise in better business outcomes directly proportional to amount invested in CX.
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Customer experience
What is a business without customers? Why CX investment should be a strategic play
According to a report released by Adobe last month, 40% of businesses leading in CX ‘significantly’ exceeded their 2019 business goals, compared with the 13% not leading in the CX space.
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Customer experience
How automation and supercharged analytics can transform the service industry
Businesses in the service economy are increasingly recognising the need to build trust and maintain agility in order to meet the challenges of a changing business environment.
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Customer experience
COVID-19: Outbreak sees CX support tickets skyrocket globally
The week ending 22 March saw a 20% increase in global tickets compared to the same period last year, says Zendesk, a customer relationship management company.
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Customer experience
Empired hits hat-trick at Episerver partner awards
Empired (Intergen) won two CX awards as well as APAC Partner of the Year at the awards ceremony in Sydney.