Wanting to address the problem of customer feedback in silos, ANZ has extended its Qualtrics integration to better utilise valuable customer feedback and feed it directly into developing new propositions around banking products or services.

Twilio is set to acquire customer data platform, Segment, for approximately US$3.2 billion, a deal analysts say reflects the maturity of the CDP space and will be one of many such acquisitions to come.

All the latest martech and adtech news this week from SAP, Tru Optik, Lytics, RollWorks, Sendinblue, UPshow, AcuityAds and Tableau

Deploying an automated chatbot in less than two weeks, contextualising communications regardless of channel and improving internally efficiencies are just some of the wins for 1800 Flowers after overhauling its customer service approach.

SAP has acquired retail marketing automation and personalisation platform, Emarsys, for an undisclosed sum, a deal designed to build out its customer experience offering.

All the latest martech and adtech news this week from MetaCX, Eyeota, Digivizer, Taboola and IAS, Amobee and Lotame, Amperity, Medallia and Dynata

InMoment has launched Experience Intelligence (XI), a new platform that brings together a collection of software and services designed around the concept of owning and improving the key moments in customer and employee journeys.

“It’s incredible valuable because there’s nothing that falls through the cracks.”

In an interesting session at Salesforce’s World Tour event in Sydney, not for profits got together to discuss how customer experience is vital and why they are using technology to put people first.

Fisher & Paykel has come a long way since its inception in 1934 in New Zealand. This humble antipodean company has grown to be a global appliance powerhouse, and yet still prides itself on being human-centred, even while undertaking its digital transformation over the last seven years.

Customer feedback management (CFM) platforms and are becoming increasingly crucial in the martech stack and vendors including Clarabridge, Medallia, InMoment, Qualtrics and Confirmit are leading the way​.

Pharmaceutical wholesaler, Sigma Healthcare, knew it needed to modernise with a renewed customer-first approach. In choosing the new platform to support these aims, however, it was very much a case of evolution, rather than revolution, as any new system needed to fit with its legacy tech while offering a future path for continual development.​

The Coffee Club was facing a situation many brands find themselves in today: Meeting rising customer expectations along with the need to harmonise its customer insights.​

Oracle CX’s CMO, Des Cahill, is heartened to see customer experience (CX) becoming a boardroom priority for business differentiation, he told CMO at Oracle’s Modern Cloud event this week.

Customer experience evolution is much like the career of UK iconic pop band, the Beatles: You need to iterate and adapt if you're to keep up to date.

Confirmit has appointed Andrew Farries, former customer strategy leader at National Australia Bank, as director of customer experience (CX) consulting in Australia.

Customer strategy consultancy, Ellipsis, has taken the wrappers off a new company aimed at bridging the gap between Aussie brands looking to solve known customer pain points, with emerging CX solutions globally.