In Depth

In Depth

Customer relationship management (CRM)

• Culture eats technology in digital transformation

  Digital transformation without culture change is an empty phrase, but get the balance right and you can reap rewards  Continue Reading

• XR and the real world: Feedback loops and spillovers

  As the metaverse develops, the realism of advanced extended reality applications could allow users to take experiences, interests and strategies with them into the real world – creating spillovers from virtual to real worlds  Continue Reading

• Cellebrite sees silver lining in the NetSuite cloud

  It’s only natural that companies invest in business software solutions to bring about growth in their organisation. But in times of uncertainty, the narrative is around doing more with less, how to increase productivity and efficiency through ...  Continue Reading

• Efficiency to empathy: Customer experience in cost-of living crisis

  Find out how businesses can shore up their CX strategy to support consumers struggling with the cost-of-living crisis  Continue Reading

• What do the US’s new software security rules mean for UK organisations?

  The White House announced recently that all software supplied to the US government and its agencies needs to be secure, so what does this mean for the UK and EU security sectors?  Continue Reading

• 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

• Five critical actions CIOs should take to improve the customer experience

  Actions include upgrading IT roles, amending measurements, structural changes and a cultural shift from internal to external  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