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.

​There is a massive opportunity for brands to engender even more consumer loyalty, as the true potential of data and the harnessing of technologies like customer data platforms (CDPs) and artificial intelligence (AI) become apparent in the coming years.

InMoment is merging with MaritzCX in a deal aiming to create the world’s largest enterprise customer experience technology company.

Most marketers are planning on switching their customer data platform (CDP) in the next 12 months, despite being happy with their current provider, a new report has found.

It's been yet another year of significant mergers and acquisitions in the marketing, advertising and customer technology sphere.

Cloud-based connectivity vendor and Bold360 owner, LogMeIn, has entered into an agreement to be acquired by affiliates of Francisco Partners, a leading technology-focused global private equity firm.

Southwest Airlines has edged a step closer to a 360-degree view of the customer while also lifting employee engagement after deploying a new platform to improve customer service management.