In Depth

Customer relationship management (CRM)

Employee experience joins CX for total enterprise view

Total experience is emerging to join up employee and customer experience for organisations intent on being holistic and progressive Continue Reading
Composability set to be next big thing for digital experience platforms

Digital experience platforms are the latest word in increasing customer loyalty by engaging across all channels. Gaining real-time views of customers while managing data compliantly is critical Continue Reading
Finland brings cryostats and other cool things to quantum computing

Not only is Finland the clear leader in refrigeration technology for quantum computers, but it also leads in fundamental research into the underlying quantum information theory Continue Reading
SMEs step up e-commerce ventures under shadow of Covid

A raft of smaller retailers have stepped up their e-commerce businesses during the pandemic, ranging from books to candles, rugs to togs Continue Reading
Retailers as tech firms: Next, The Very Group and others see power in the platform

Gap and Reiss are set to utilise Next’s end-to-end e-commerce service, Total Platform, in 2022, as more retailers carve out a future as part tech company Continue Reading

Mining for intelligence: Why business process intelligence makes for agility

Business process improvement is a never-ending quest for betterment that can be lit up by a new generation of process mining software. We take a deep dive Continue Reading
How companies are rethinking digital customer experience in wake of pandemic

The Covid-19 pandemic has exposed much digital rhetoric as hollow, as companies are now rethinking the digital customer experience, leveraging instant messaging and other tools Continue Reading
Developing an integrated customer and employee experience strategy

We explore what customer experience and employee experience have in common – and the benefits of combining them Continue Reading
A post-pandemic recipe for developing customer experience

Covid-19 has led to many people reassessing their priorities so customer experience needs to adapt to meet new expectations Continue Reading
How AI and automation drive better customer service

Forrester analysts explore the benefits of combining artificial intelligence with automation Continue Reading
Customer experience market made leap forward during pandemic

The discipline of customer experience management made significant advances during the Covid-19 crisis, according to practitioners and advocates Continue Reading

Interview: Uber driver Yaseen Aslam on his Supreme Court battle and what’s next for gig workers

Private hire driver and union organiser Yaseen Aslam speaks to Computer Weekly about his legal battle with Uber and what the UK Supreme Court ruling means to workers in the gig economy Continue Reading
Covid-19 crisis has speeded up contact centre digital transformation

Pandemic has accelerated digital transformation in many business sectors, including contact centres such as those of the University of Huddersfield and UK Power Networks Continue Reading
Digital experience management – web content management for the omnichannel age?

Digital experience management represents an evolution of web content management for a more omnichannel commercial world. We explore its definition and applicability Continue Reading
How business software can stay clear of digital addiction

Consumer software is notoriously and deliberately addictive. Should companies and B2B IT emulate that or take the high ground of avoiding the spread of user digital addiction? Continue Reading
Customer experience software can help companies weather the Covid-19 storm

Advanced customer experience software can help companies weather the current Covid-19 storm, as well as build resilience. Marks & Spencer is one firm exploring the technology Continue Reading
Building enterprise-grade AI: Sberbank and AI Telekom

Machine learning and artificial intelligence are growing beyond adolescence to prove business value. Practical applications at Sberbank and AI Telekom suggest getting machine learning data in one place, where data scientists can experiment Continue Reading
The next stage in football’s digital revolution is ready for the new season

Technology is playing an increasing role in football, as the Premier League adopts video assistant referees for the first time and clubs turn to data to capture more of their fans’ attention Continue Reading
Customer experience must be digital focus for banks

Omni-channel technologies can help banks stand out from their rivals, but a good customer experience should be their goal Continue Reading
Customer analytics applications add artificial intelligence to reduce market ‘friction’

Customer analytics applications developers are seeking to add layers of intelligence to improve sellers’ interactions with buyers Continue Reading
Machines delve deep into customer minds

Deep learning can help customer insight teams advance rapidly in their mission to understand their customers Continue Reading
Put the customer first and reap the reward

How businesses can develop a granular understanding of their customers’ needs in a hyper-connected world Continue Reading
Are you human? How to defeat the bots in e-commerce

Theatres and other entertainment venues are in a constant war with ticket fraudsters commanding botnet armies, as are other purveyors of high-value, limited-edition goods Continue Reading
Shell downstream CIO Craig Walker: Invest time in your team

Craig Walker, CIO for Shell’s global downstream business, says IT leaders need to invest time in their teams and take them and the business on any change journey Continue Reading
Smart speakers open new windows into customer behaviour for CRM

Voice recognition has become a new frontier for customer relationship management. What does the new voice channel mean for understanding consumers and how will voice data integrate with existing customer intelligence? Continue Reading
[email protected]: Spreadsheets and ERP – 50 years of software coding business

Business software has been a rich field for IT professionals over the past five decades, and we are on the cusp of a new era of customers rolling their own for competitive advantage Continue Reading
An overview of cloud customer relationship management

Businesses are confident about buying customer relationship management (CRM) software as a cloud-based service. Computer Weekly looks at the main players Continue Reading
Digitisation connects customers to companies on a new level

‘Digital’ provides more ways for people and businesses to connect than ever before, and a transformed role for IT in businesses old and new Continue Reading
First steps taken on 'omni-channel' customer experience

The future customer experience might be personalised, but there is a long road ahead yet Continue Reading
Why Pegasystems' CEO, Alan Trefler, has learned to think smaller

Pegasystems has made its name supplying CRM, analytics and case management software to the world's largest companies. Now CEO Alan Trefler plans to use cloud computing to broaden Pega's appeal Continue Reading
Digital transformation needs business leaders to develop new skills

A panel of experts discuss the capabilities business leaders and corporate IT need to develop for digital Continue Reading
Using data analytics to deliver more personalised customer service

Personalisation has been the goal for many retailers, but can the emergence of big data analytics be the solution they are looking for? Continue Reading
Digital customer experience: Beyond the website

Organisations are faced with the challenge of delivering their customers with an online experience that goes far beyond just a website Continue Reading
Dutch organisations gradually take up cloud HCM software

While organisations in the Netherlands tend to use the traditional HR modules of the large software packages, some diversity is beginning to emerge Continue Reading
From chess to ping pong: How Pegasystems is capturing the Fortune 500

Pegasystems is winning business from the world's leading companies as business process management technology enters the mainstream Continue Reading