News
Customer relationship management (CRM)
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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 ...
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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 ...
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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
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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
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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
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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
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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
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July 25, 2022
25
Jul'22
CDO interview: Ian Rabagliati, product and experience director, Eurotunnel
The Channel Tunnel operator is coming to terms with the realities of post-Covid European travel, and focusing on customer experience to bring it closer to its passengers