News

Customer relationship management (CRM)

• July 13, 2020 13 Jul'20

  How SingEx is bracing itself for disruption

  Singapore’s SingEx started its digital transformation journey a few years ago and has already pivoted its approach to cope with new challenges brought on by the Covid-19 pandemic

• July 08, 2020 08 Jul'20

  Interview: Mayank Prakash, global consumer CIO, and Daljit Rehal, CDO, Centrica

  Two of energy giant Centrica’s tech bosses talk to Computer Weekly about the impact of the Covid-19 coronavirus lockdown and the importance of company culture, innovation and using technology to make life easier for customers

• July 08, 2020 08 Jul'20

  Swisscom taps Hitachi to improve network-based customer service

  Pentaho product helps business customer service reps of Switzerland’s largest telecommunications company and leading IT services provider provide better, faster service through centralised hub

• June 05, 2020 05 Jun'20

  Businesses develop apps quickly to manage disruption of Covid-19

  Healthcare companies, insurers, government agencies and big tech companies have used technology from Pegasystems to develop apps to manage the disruption caused by coronavirus

• May 29, 2020 29 May'20

  Salesforce Q1 2020: 30% growth, Benioff sees ‘new normal’ by 2021

  Salesforce announces 30% year-on-year revenue growth for the first quarter, and displays Covid-19 crisis alleviation activities

• May 29, 2020 29 May'20

  UK fintech investment reaches record high

  Huge increases in UK fintech investment over the past three years has seen the sector explode, but most of the activity is still concentrated in London

• May 27, 2020 27 May'20

  PropertyGuru touts 3D virtual viewings with StoryTeller

  Southeast Asian property portal PropertyGuru rolls out new capability in its FastKey platform that lets developers showcase properties to prospective buyers through 3D visualisation

• May 14, 2020 14 May'20

  CenturyLink digitally revamps sales framework

  The difficulty of navigating information silos during the sales process and high customer churn prompted CenturyLink to adopt new digital tools that get the right information to the right sellers

• April 21, 2020 21 Apr'20

  Klein takes sole command of SAP as Q1 results show Covid impact

  As Christian Klein becomes sole chief executive officer, SAP announces total revenue of €6.521bn for the first quarter, up 7% on Q1 2019

• April 16, 2020 16 Apr'20

  St Albans council integrates systems in effort to streamline processes

  The council of St Albans has implemented a unified digital platform to streamline how citizens interact with its services, as well as its own decision-making processes

• March 31, 2020 31 Mar'20

  Gartner: Top-performing companies understand CX

  Those businesses that measure customer experience, either through surveys, real-time analytics or the use of artificial intelligence, are more profitable

• March 19, 2020 19 Mar'20

  IT Priorities 2020: ANZ firms to spend more on cyber security

  Over half of respondents in Australia and New Zealand plan to invest more in cyber security, especially in key areas such as data loss prevention

• March 04, 2020 04 Mar'20

  IT Priorities 2020: UK business applications investment in AI gathers steam

  Artificial intelligence intensifies as an investment area for UK IT buyers, while cloud delivery is coming to ERP as well as other applications

• February 28, 2020 28 Feb'20

  CIO interview: Ian Cohen, chief product and technology officer, Addison Lee

  At taxi and transport company Addison Lee, technology is focused around customer experience before worrying about datacentres, servers and what elements make up the IT infrastructure

• February 12, 2020 12 Feb'20

  Accenture’s tech vision draws inspiration from Black Mirror

  Last year’s “Bandersnatch” Black Mirror episode on Netflix highlights a new opportunity for business, according to Accenture

• February 04, 2020 04 Feb'20

  Australia’s NAB taps AI to create brand voice

  Using Amazon’s artificial intelligence smarts, National Australia Bank has developed a unique brand voice that will greet customers who dial up its contact centre

• January 31, 2020 31 Jan'20

  Australia’s Iconic Hotels taps cloud for speed and cost savings

  The independent hotel operator in the Australian Capital Territory has saved IT manpower and costs by moving from an on-premise hospitality management system to a cloud-based application

• January 27, 2020 27 Jan'20

  LV= rolls out smart speaker skill

  General insurance firm says customers will receive answers to commonly asked questions by invoking the skill on Alexa or Google Home Assistant

• January 15, 2020 15 Jan'20

  Case study: How Trainline keeps customers satisfied

  The Trainline is encouraging customers to discover cheaper rail fares for the same journey with its AI-enabled SplitSave option

• December 27, 2019 27 Dec'19

  Top 10 business applications stories of 2019

  The steady incursion of artificial intelligence into enterprise software was a major theme behind Computer Weekly’s in-depth stories in this area in 2019

• December 10, 2019 10 Dec'19

  APAC IT leaders lay out priorities for 2020

  Robotic process automation and data analytics are among the top priorities for IT leaders in the Asia-Pacific region in the new year

• December 05, 2019 05 Dec'19

  London mayor Sadiq Khan opens Salesforce’s Ohana floor

  Opening coincides with Salesforce announcing $1.25m funding for education charity Ark and a Pathfinder training programme

• December 02, 2019 02 Dec'19

  UKISUG 2019: Qualtrics unknown to 43% of SAP customers

  On the opening day of its annual conference, the UK and Ireland SAP User Group unveils member research showing scant awareness of Qualtrics, and continuing slow adoption of S/4 Hana

• November 22, 2019 22 Nov'19

  Obama at Dreamforce 2019: Leaders orchestrate the conversation

  Former US president Barack Obama spoke in a fireside chat with Salesforce co-founder Marc Benioff at Dreamforce 2019. He cautioned on the dangers of the information age and offered some advice for business leaders

• November 21, 2019 21 Nov'19

  HSBC builds API digital platform with MuleSoft to forward open banking

  At Dreamforce 2019, HSBC announced the building of a digital platform with Salesforce MuleSoft to forward open banking opportunities

• November 20, 2019 20 Nov'19

  Dreamforce 2019: Benioff puts data centre stage as protestors disrupt speech

  Salesforce founder and co-CEO outlines data integration and data visualisation product vision underpinned by MuleSoft and garnished with Tableau

• November 15, 2019 15 Nov'19

  Businesses move key applications off public cloud to save costs

  A new study has shown that while many enterprises are able to keep public cloud costs under control, spending can quickly escalate

• November 15, 2019 15 Nov'19

  How Slack is going beyond messaging in enterprise play

  Deeper integrations with business applications and data residency support are part of Slack’s broader strategy to penetrate deeper into the enterprise

• October 29, 2019 29 Oct'19

  How Aussie Broadband is improving service levels with automation

  Australian telco Aussie Broadband has improved customer service though automation, even with a lean team and a growing subscriber base

• September 25, 2019 25 Sep'19

  Executive interview: Speed is cloud apps benefit, says Oracle’s Miranda

  In a Q&A with Computer Weekly at Oracle Open World 2019, applications head Steve Miranda discussed the supplier’s approach to cloud applications, digital assistants and machine learning

• September 12, 2019 12 Sep'19

  How Zendesk plans to crack the enterprise market

  Zendesk has been courting enterprises by billing itself as a customer experience software company and is leaning on its design smarts to stand out among bigger rivals

• September 12, 2019 12 Sep'19

  Oracle Q1, 2019-2020: revenue flat, cloud progress vaunted

  Oracle’s first quarter 2019-2020 results show revenue growth to be flat, but executives claim cloud headway and vaunt progress on autonomous database uptake. Co-CEO Mark Hurd takes leave of absence on health grounds

• August 28, 2019 28 Aug'19

  APAC is epicentre of the experience economy

  The experience economy is emerging in the Asia-Pacific region, but to succeed, enterprises will need to understand both operational and experience data

• July 24, 2019 24 Jul'19

  Salesforce teams up with Alibaba in foray into China

  The cloud applications giant is tapping Alibaba’s footprint in e-commerce and cloud in an effort to expand its business in the Greater China region

• July 18, 2019 18 Jul'19

  SAP Q2 2019: US-China trade war takes toll

  SAP’s second-quarter 2019 financial results indicate cloud revenue at 26% of total, and 600 new customers for S/4 Hana. The US-China trade war has adversely affected results

• July 03, 2019 03 Jul'19

  One-third of people prefer instant reply from chatbot about finances to waiting for human reply

  Consumers are warming to being supported by chatbots when it comes to financial services, but firms in the sector face hurdles to achieve true end-to-end automation

• July 01, 2019 01 Jul'19

  The Great Eastern way to digital transformation

  Regional insurance company Great Eastern has rolled out a new digital platform to better serve customers while morphing its DNA from the inside out

• June 25, 2019 25 Jun'19

  Big companies face extinction unless they use IT better

  Better use of IT could add £100bn to the British economy, says a CBI report into UK big business

• June 19, 2019 19 Jun'19

  How AirAsia streamlined its customer service

  Integrating multiple customer touch points with Salesforce has enabled Asia’s leading low-cost carrier to shorten waiting time and improve customer service

• June 18, 2019 18 Jun'19

  Tableau sticking to data mission under Salesforce

  Tableau President and CEO Adam Selipsky told the company’s European user conference in Berlin that Salesforce acquisition will not affect its mission of “seeing and understanding data”

• June 10, 2019 10 Jun'19

  Salesforce buys Tableau to add self-service analytics to CRM

  Salesforce is set to buy business intelligence data visualisation pioneer Tableau as it seeks to amplify its customer analytics capability

• June 10, 2019 10 Jun'19

  Whittard spills the tea about its use of technology

  CFO and IT manager of British hot beverages brand Whittard explains the firm’s recent investment in technology ahead of the business’s expansion into China

• June 06, 2019 06 Jun'19

  Co-op pushes to make customer care teams more co-operative

  The Co-op operates in market segments ranging from funeral care to food, and its customer service strategy was disparate until it adopted Salesforce

• May 16, 2019 16 May'19

  How Open University went from bespoke IT to vanilla SAP

  It’s hard convincing users their business processes are a dud. But this is what Chris Youles, chief information officer of the Open University, needed to do to transform the organisation

• April 24, 2019 24 Apr'19

  SAP Q1 2019 results: 400 more S/4 Hana sign-ups, €1.5bn in cloud

  SAP’s first-quarter 2019 financial results indicate cloud revenue at 26% of total, and 400 new customers for S/4 Hana. Senior executive losses, restructure and Qualtrix acquisition cost bite into profit

• April 07, 2019 07 Apr'19

  APL Logistics fast-tracks global shipments with cloud

  The Singapore-based supply chain firm has moved its transport management system and other business applications to the cloud, while keeping its ‘secret sauce’ on-premise

• March 29, 2019 29 Mar'19

  Middle East countries accelerate quantum computing research

  Gulf countries must invest in quantum computing research to ensure they continue to to remain digital pioneers

• March 27, 2019 27 Mar'19

  Salesforce opens AI research outfit in Singapore

  Cloud-based software giant Salesforce will train up to 100 postgraduate students over three years in artificial intelligence technology

• March 15, 2019 15 Mar'19

  StepChange uses Pegasystems to power digital efficiency drive

  Charity StepChange, which helps people manage debt problems, has developed a modern IT system to help double the number of people it can support

• March 12, 2019 12 Mar'19

  Nationwide uses natural language processing to discover what annoys customers

  SAS has run a proof of concept at building society Nationwide, using artificial intelligence and natural language processing to determine how to improve customer correspondence