All the latest martech, adtech and customer technology news from Bynder, Microsoft, OpenAI, The Trade Desk, Complexica, Snowplow, Genesys, AWS, Brightcove, Magnite and Alchemer.

All the latest martech, adtech and customer technology news from Lunio, Optimizely, Zendesk, Genesys, Heyday by Hootsuite, TrafficGuard, Regie.ai, SmartCommerce and Myxx Solutions.

When Salesforce first launched more than 20 years ago, it heralded not just a new way of recording customer data but was also only the second prominent example of the nascent software-as-a-service model. Twenty years later, SaaS has become the overwhelming choice of delivery model for software vendors. But the needs of marketers and sales chiefs has evolved from needing to record the experiences of customers, to helping create them.

“Customers today are more educated, have done more research and are 80 per cent of the way through their decision-making process before they have actually engaged with an organisation,” says SugarCRM chief product officer, Zac Sprackett.

All the latest martech, adtech and customer technology news from VidMob, Ortto, RevSure.ai, Amperity, MediaMath, VWO, Medallia and Proofpoint.

Too many people are still getting their customer experience technology transformations wrong because they fail to invest in the people capability around it.

It was when strong year-on-year growth rate levels started to slow that alarm bells began ringing for the team at Aussie Home Loans.

Emma McRobert had been in the US looking for a new messaging platform for the Optus customer care website when she learned about an idea that would revamp the company’s entire contact centre model.

The creators of sales and marketing software have a long history of promising to make life easier for users, accompanied by a patchy track record when it comes to delivering on that promise.

Qualtrics, Medallia, InMoment and Forsta are leading the way for voice of the customer (VoC) tech solutions, according to the latest Gartner Magic Quadrant research.

All the latest martech and adtech news this week from Zeta, Terminus, mParticle, ActiveCampaign, Qualtrics, Qlik, Sitecore and BlueShift.

A Net Promoter Score of +74 and 30 per cent year-on-year growth are just some of ways BizCover’s transformative investment into personalised and increasingly automated customer service and marketing has delivered.

Want to transform your company’s customer and digital technology stack? Then don’t scrimp on strategy, expect more costs than you originally anticipated, put data at the centre of investment and make sure robust governance frameworks are in place.

A lack of data maturity and actionability is hampering utilisation of customer data platforms (CDPs), a new joint study by Epsilon, Adobe and Publicis Groupe and conducted by Forrester Consulting has found.

There’s much to be said for the commercial benefits of providing exceptional customer support. But no matter how that support is provided, there is always a cost somewhere.

The latest Forrester Wave has evaluated customer feedback management platforms and services and nominated the 12 most significant ones - Alida, Cisco Webex XM, Clarabridge, Concentrix, Confirmit, InMoment, Medallia, NICE, Qualtrics, Reputation, SMG and Verint. This report shows how each provider measures up and helps customer experience (CX) and insights professionals select the right one to match their needs.

Instant maintenance support notifications, self-service customer tools and customer feedback follow-up are now on the cards for Fisher & Paykel following its latest technology program of work.

Episerver is describing its acquisition of Optimizely as putting it on a par with Adobe and Salesforce in the battle to help marketers build out and optimising digital experiences across every customer touchpoint.

SugarCRM recently acquired artificial intelligence (AI) outfit Node, which leverages CRM and external data sources to deliver improved predictability across businesses. The acquisition fuels Sugar’s time-aware CX platform by forecasting expected outcomes and highlighting previously unforeseen challenges and opportunities.

Inundated with requests to help struggling cafes and restaurants hit hard by COVID-related shutdowns, two-year-old hospitality startup, HungryHungry, went from a two-week to two-hour turnaround to develop digital ordering sites for venues.

Customer journey design at Medibank has transformed from products and interaction plotting to acting on personalised health moments thanks to a customer technology transformation.