Customer experience stories

The study found that growth is fuelled by businesses more than doubling their new leads year over year, with a reported 110% increase in new leads and a 94% increase in conversions compared to the previous year.>>

Brands must look at managing their data collection strategies, investment strategies, and deploying improvement in their identity management practices to reach, engage, and retain customers moving forward.>>

Video-based human insight company UserTesting has released new templates for its Human Insight Platform, enabling fast, opt-in feedback from any metaverse or virtual reality user, including those using Meta (formerly Facebook).>>

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

Customers seek to engage with a unified brand or organisation across all touchpoints, regardless of whether they are offline or online.>>

SugarCRM, provider of the AI-driven CRM platform, has announced that The Engenco Group has implemented SugarCRM to consolidate customer data, improve customer insights and enhance customer experience.>>

Asia-Pacific and Japan president Joey Lim will lead Sitecore's APAC operations and strengthen the company's regional presence.>>

In a market that values hyper-personalisation over all else, the importance of customer experience (CX) and user experience (UX) has proven to be what matters most to the public.>>

Delivering a compelling customer experience in the digital age starts with the organisation’s website.>>

"The Auth0 Identity Platform on Azure can help unlock a secure and compliant cloud deployment experience for organisations seeking support across CIAM use cases.">>

Genesys has announced a $580 million round of funding to accelerate the company's leadership in the Experience as a Service market globally. >>

Nearly nine in ten Aussies say they were dissatisfied with their experiences as customers in 2021, according to the Qualtrics 2022 Global Consumer Trends.>>

Optimizely has announced it has entered into a definitive agreement to acquire Welcome, with the intention of helping marketers deliver better customer experience outcomes.>>

"Next-Best-Action Customer Journeys provides businesses a propensity-driven solution that adapts to customers' context in real time, bringing true value and relevance to customers.">>

ConnectWise will now own and develop the SmileBack customer feedback system, which is designed specifically for the MSP market.>>

More Australians than ever turned to online shopping through the pandemic, with 9 million households purchasing online in 2020, representing 57% year-on-year growth.>>

New Zealanders value the sense of security and certainty that comes with physically collecting their shopping, rather than waiting for delivery from an online purchase.>>

While it will take time for the long-term effects of the pandemic on businesses to be fully realised, some of the most significant impacts that have emerged are in the customer experience (CX) arena.>>

WSO2 has announced that the company has closed $90 million in financing from client vehicles, advised by Goldman Sachs Asset Management Private Credit.>>

The rapid acceleration of hybrid work due to the COVID-19 pandemic is having a profound long-term impact on buyer and seller relationships, according to a new report. >>

58% of consumers believe it is important that businesses are quick to respond. However, only 41% of businesses actually prioritise quick responses.>>

But what does a personalised experience look like? We spoke to Sitecore’s director, commerce, Mark Johnson, to find out.>>

2020 marked the dawn of a new decade, new disruption, and a monumental journey for commerce. Something changed for every business, everywhere, at the same time.>>

“This is a testament to the strength of our agile products and talented team. Zendesk and Momentive share a culture centred around our people, our communities and the customers we serve.">>