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.

Salesforce has debuted a new open cloud data initiative, fresh connectors for data integration across disparate systems to create a single source of truth, and single customer identification across its product ecosystem in a bid to bring the Customer 360 vision to life.

Adobe and Evergage have topped the latest Forrester Wave rating digital intelligence platform providers based on product offering, strategy and market presence.

A redesigned website, fresh insights into competitive opportunities and growing audience engagement and conversion are just some of the wins Finder is having after investing in a new brand and consumer experience measurement platform.

Consumers are bombarded with thousands of brand messages every day. Which makes it increasingly important for marketers to understand the complete brand experience and have rich, actionable insights through a broad array of data.

​For a company that receives over 200,000 customer responses each year, implementing a voice of customer (VoC) platform can seem more than a little daunting. Add in some 25 different trackers (most companies have two), and the program can become downright unmanageable.

Customised training programs driven by client insights, company-wide experience awards and more personalised services are just some of ways real estate group, Harcourts International, is utilising a new customer experience platform for business growth.

SAP is dropping the ‘Hybris’ name and repositioning its portfolio of marketing, ecommerce, service and customer data cloud platforms under SAP C/4Hana as part of efforts to capture the end-to-end customer experience management market.