News

Customer relationship management (CRM)

• February 27, 2024 27 Feb'24

  Managers want generative AI, but workers need more help getting to grips with it

  Staff given artificial intelligence guidelines are more likely to experiment with the technology than those who are given none, according to a survey

• January 26, 2024 26 Jan'24

  8x8 enhances experience communications as a service suite

  XCaaS platform to now include capabilities such as AI-generated post-meeting smart summaries and action items, omnichannel experiences, global workforce support, and deeper technology partner integrations

• January 22, 2024 22 Jan'24

  AI ushering new era of intelligent CX

  Annual customer experience trends report reveals that 68% of UK customer experience leaders believe chatbots can help build a stronger emotional connection with clients, with AI now the norm

• December 27, 2023 27 Dec'23

  Top 10 business applications stories of 2023

  Generative AI has become unavoidable for business applications suppliers. C-level executives offer insights here, while the fundamentals of user enterprise software strategy remain visible beneath the AI froth

• December 12, 2023 12 Dec'23

  Top IT predictions in APAC in 2024

  Generative AI will continue to leave its mark on many areas in business and IT, along with other trends such as sustainability, cyber security and smart factories that are expected to shape the region’s technology landscape in 2024

• November 17, 2023 17 Nov'23

  Oracle NetSuite CEO Goldberg: AI a sleeping giant coming to life

  Speaking with Computer Weekly at SuiteWorld, Evan Goldberg, executive vice-president of Oracle NetSuite, discussed how artificial intelligence has emerged from obscurity to be of business moment

• November 17, 2023 17 Nov'23

  Capgemini and Heathrow strike deal to enhance passenger experience

  Capgemini and Heathrow team up to provide development and operations support for the airport’s technology estate

• November 13, 2023 13 Nov'23

  Dubai Electricity & Water Authority, Avaya extend customer centre alliance

  Dubai utility firm enhances its customer care centre to become integrated digital interactive hub, enabling customers to access a wide range of services through an interactive voice system

• October 23, 2023 23 Oct'23

  CTO interview: Pegasystems’ Don Schuerman on using AI to set business goals

  Generative AI is on the cusp of allowing companies to automate business processes to meet business goals

• October 18, 2023 18 Oct'23

  Gitex Global 2023: Motul looks to deliver ‘effortless’ experiences in cloud comms

  Global oil and lubricants company adopts suite of cloud-based contact centre and unified communications solutions to improve customer experience and enable global employees to collaborate better across borders

• October 18, 2023 18 Oct'23

  SuiteWorld 23: Oracle NetSuite pushes business efficiency by way of AI

  Oracle NetSuite’s Evan Goldberg posited AI old and new as means for organisations to do more with fewer resources, speaking at the company’s annual global SuiteWorld conference in Las Vegas

• October 17, 2023 17 Oct'23

  Gitex 2023: Avaya plots generative AI-powered future for customer experience

  Leading comms and customer experience technology provider unveils Generative CX concept showing how artificial intelligence can sit at the core of experience transformation

• October 16, 2023 16 Oct'23

  Oracle’s Steve Miranda: Customers nearing inflection point with Fusion

  In a Q&A with Computer Weekly at Oracle Open World, applications head Steve Miranda discussed how its customers are moving from project-driven to business-driven approaches, and how GenAI is for real

• October 12, 2023 12 Oct'23

  Hybrid work flexibility the leading driver underpinning successful work experiences

  Study finds that while just over half of CEOs strongly believe their organisation is recognised as an employer of choice, less than half of firms provide employees with the technology they need for hybrid work

• October 10, 2023 10 Oct'23

  IT and contact centre leaders embrace conversational AI or fear falling behind

  Study finds contact centres are on the precipice of a new era as AI begins to deliver and users are increasingly turning to digital channels for information, purchases and support. But efficiency and effectiveness a point of contention

• October 04, 2023 04 Oct'23

  Qualcomm looks to reshape digital world through spatial computing

  Mobile tech giant announces new platforms, developed in close collaboration with Meta, to provide breakthrough performance in immersive applications such as mixed and augmented reality

• September 11, 2023 11 Sep'23

  Salesforce and Zoom embrace ethical hackers. You should, too

  Software companies Salesforce and Zoom discuss their successful bug bounty programmes, what they learned at a recent in-person hackathon in which they participated, and why others shouldn’t be scared of hackers

• August 31, 2023 31 Aug'23

  GenAI outranks cloud as business IT strategic priority

  Enterprise Strategy Group research on the use cases for generative AI shows it as strategic for corporate IT, with impacts on customer experience, software development and IT Ops

• August 14, 2023 14 Aug'23

  How Qualtrics is driving experience management

  Qualtrics’ global and regional leaders outline the company’s product directions, including its work in AI, its traction in the region and the future of experience management

• July 19, 2023 19 Jul'23

  IT firms ramp up prices to drive post-pandemic revenue

  The Organisation for Economic Co-operation and Development puts inflation at 6.5%. Some areas of IT spending have experienced double-digit growth

• July 17, 2023 17 Jul'23

  Zoom doubles down on customer experience in UCaaS play

  Zoom is going beyond its roots in employee experience as it looks to strengthen its position in the unified communications-as-a-service market

• June 26, 2023 26 Jun'23

  How Ikea is driving digital customer experience

  Ikea franchisee in four Southeast Asian markets and Mexico taps chatbots, conversational commerce and remote planning, among other capabilities, to drive digital customer experience

• June 23, 2023 23 Jun'23

  Investment in employee experience, cloud, AI drives greater customer experience

  Study from global IT infrastructure and services company finds employee experience and customer experience gaining rapid recognition of their importance at board level, and as many as 95% of organisations see cloud enablement as vital in enabling ...

• June 21, 2023 21 Jun'23

  Avaya expands Google, Alcatel-Lucent alliances to boost customer experiences

  Collaboration with leading cloud platform designed to deliver enhanced contact centre solutions as improved Experience Platform enables users to integrate digital capabilities to redefine agent operations

• June 21, 2023 21 Jun'23

  Software spending grows fastest as finance firms spend $652bn on tech in 2023

  Banks and investment firms are increasing their spending on IT despite gloomy economic outlook, but priorities have changed

• June 20, 2023 20 Jun'23

  ServiceNow’s Bill McDermott: a ‘work in progress’

  Bill McDermott, president and CEO of ServiceNow, speaks to Computer Weekly about his vision for the company and the technology industry, which he believes to be in the throes of exponential change

• June 16, 2023 16 Jun'23

  Citi US Personal Banking turns to AI to ‘delight’ customers with personalised services

  Citigroup’s US Personal Banking business has created a repository of customer data and is rolling out a decision engine to provide customers with personalised services

• May 30, 2023 30 May'23

  How Pendula is driving customer communications

  The Australian startup’s conversational messaging platform lets businesses draw on internal and external data to cross-sell and upsell their offerings while improving customer retention

• May 12, 2023 12 May'23

  IT Priorities 2023: Business automation intensifies as data governance returns

  Business automation and a renewed focus on data governance to get more value from data have attracted more interest for UK enterprise software investment, says the TechTarget IT Priorities 2023 survey

• March 23, 2023 23 Mar'23

  Podium taps ChatGPT for reputation management

  The customer interaction and payment specialist with operations in Australia has integrated ChatGPT into its platform to help local businesses respond to customer reviews on social media

• March 15, 2023 15 Mar'23

  How industry cloud platforms are shaping the future of business applications

  More than half of enterprises are expected to use industry cloud platforms that combine cloud-based infrastructure, platform and application services to accelerate their business by 2027

• March 06, 2023 06 Mar'23

  Guinness World Records goes digital

  Guinness World Records has been around since 1955. Over the past 20 years, it has transformed from book publishing to consultancy and digital content creation, most recently marshalling NetSuite

• March 01, 2023 01 Mar'23

  APAC is proving to be ‘substantial growth engine’ for Rimini Street

  Rimini Street CEO Seth Ravin outlines growth opportunities in Asia-Pacific and discusses the company’s move up the support value chain

• January 27, 2023 27 Jan'23

  SAP 2022: 11% revenue growth, 2.5% staff targeted by restructure

  SAP has announced full-year 2022 revenue of nearly €31bn, up 11% year on year. In 2023, it will explore a sell-off of Qualtrics stake and do a restructure, with an impact on 2.5% of staff

• January 19, 2023 19 Jan'23

  APAC consumers expect human-like service from chatbots

  Consumer expectations of chatbots in Asia-Pacific have risen in tandem with improved performance of AI applications over the past year, a study has found

• January 15, 2023 15 Jan'23

  Thai enterprises spend more on software amid growing digitalisation

  The majority of software spending in Thailand during the first half of 2022 went into applications followed by infrastructure software and development tools, according to IDC

• December 30, 2022 30 Dec'22

  Top 10 business applications stories of 2022

  As the Covid crisis gave way to the energy crisis and economic turmoil, enterprise software suppliers have urged customers to step up modernisation and evince more empathy for employees

• November 23, 2022 23 Nov'22

  Oracle’s Steve Miranda on the value of turning inside out

  In a Q&A with Computer Weekly at Oracle Open World, applications head Steve Miranda discussed the supplier’s opening out and its intensification of an industry cloud approach, signally with healthcare

• November 21, 2022 21 Nov'22

  EDF UK deploys Riverbed’s Alluvio Aternity to tackle IT issues

  Monitoring software links into ServiceNow and PowerShell scripts are being used to automate remediation

• November 03, 2022 03 Nov'22

  Russia risks shortage of PCs and software

  Russian consumers and businesses could face a shortage of IT equipment including PCs and software

• October 14, 2022 14 Oct'22

  Gitex 2022: Florius takes AI-powered CCaaS speech analytics to transform customer experience

  Changed workloads during the pandemic have driven Netherlands-based mortgage lender to use AI and CCaaS technology

• September 29, 2022 29 Sep'22

  BSH Home Appliances takes on Twilio to revamp digital customer engagement

  Customer engagement platform partners with Deloitte Consulting to support plan by home appliances firm to revamp its entire digital infrastructure within customer service organisation

• September 27, 2022 27 Sep'22

  American football giants jet into digital age with HCLTech

  US football clubs the New York Jets and New York Giants outsource their digital transformations to Indian service provider as they target improved fan engagement

• September 06, 2022 06 Sep'22

  How the Australian Red Cross coped with a donation surge

  The Australian Red Cross adopted Boomi’s integration platform to manage the surge in donations in response to the floods in New South Wales and Queensland earlier this year

• August 15, 2022 15 Aug'22

  How clean data helps Southern Water identify vulnerable customers

  Escalating prices means households around the country are having to tighten spending, with many struggling to pay their bills. Water4All, a consortium led by Southern Water, is using data to identify low-income and vulnerable households so they can ...

• August 11, 2022 11 Aug'22

  Crown Commercial Service opens door to Salesforce

  The Crown Commercial Service has agreed a Memorandum of Understanding with Salesforce to facilitate public sector access to the supplier’s products and services, including Tableau, Slack and Mulesoft

• August 09, 2022 09 Aug'22

  Tata teams with Genesys to boost enterprise engagement with enhanced InstaCC Platform

  Global digital ecosystem enabler partners with cloud-based customer experience orchestration to further transform customer engagement across platforms ranging from social to mobile

• August 05, 2022 05 Aug'22

  CIO interview: Stephen Booth, CIO, Coventry University

  After more than 20 years at the university, the CIO is still taking on new responsibilities – including his team becoming a commercial entity and acquiring its own software

• August 04, 2022 04 Aug'22

  Bayern Munich sides with Adobe to enhance global fan experience

  Bayern Munich is using Adobe’s Experience Cloud and allied software to better connect with its fans in Germany and worldwide

• August 03, 2022 03 Aug'22

  Twilio eyes CDP opportunity in APAC

  Twilio is tapping opportunities in customer data platforms and will deploy APAC instances of its Segment platform next year