News

Customer relationship management (CRM)

• October 28, 2024 28 Oct'24

  How Manulife is empowering sales and call centre agents with AI

  Canadian insurance giant is leveraging generative AI to personalise customer experiences, transform contact centre workflows and automate underwriting processes

• October 21, 2024 21 Oct'24

  Techcombank’s tech investments set to fuel record profit

  The Vietnam bank is targeting $1bn in profit in 2024 while maintaining a flat headcount and reducing physical branches, thanks to its investments in artificial intelligence and a data engine

• October 18, 2024 18 Oct'24

  How Philippine Airlines is transforming customer experience

  The flag carrier of the Philippines discusses how its digital transformation journey has improved customer experience and streamlined internal processes

• October 15, 2024 15 Oct'24

  Gitex Global: Avaya augments CX role with AI-based Virtual Operations Manager

  Virtual Operations Manager concept looks to highlight ‘art of the possible’, showing how human and AI collaboration can fundamentally alter the way customer experience is managed at the contact centre level

• September 27, 2024 27 Sep'24

  Digital customer experience critical for manufacturing, construction

  Study finds desire to improve operational efficiency, digital transformation, changing customer expectations and competitive pressures driving a shift towards an enhanced digital customer experience in key industrial sectors

• September 27, 2024 27 Sep'24

  How UEM Sunrise is driving transformation with Salesforce and AI

  Malaysian property developer UEM Sunrise is leveraging Salesforce and AI to boost sales and enhance customer experience while prioritising data sovereignty and a diversified cloud strategy

• September 23, 2024 23 Sep'24

  Metro Bank outsources IT to Infosys to cut costs and digitally transform

  Indian IT services giant taken on to support Metro Bank’s digital transformation in multi-year deal

• September 22, 2024 22 Sep'24

  Zendesk debuts outcome-based pricing for AI agents

  Zendesk customers only pay for successful AI query resolutions, easing the transition to AI-powered customer support and improving scalability during peak periods

• September 18, 2024 18 Sep'24

  M1 ditches 70% of legacy systems in cloud transformation drive

  Singapore telco M1 is switching off 70% of its legacy systems by the end of 2024 and leveraging Salesforce to offer more personalised services

• September 18, 2024 18 Sep'24

  Dreamforce 24: Salesforce taps Nvidia to power Agentforce

  At Dreamforce in San Francisco, Salesforce and Nvidia detail some of the tech that will power the software giant's newly launched Agentforce service

• September 18, 2024 18 Sep'24

  Dreamforce 2024: Salesforce calls on customers to flesh out AI vision

  A stream of customers helped Salesforce make the case for its Agentforce artificial intelligence offering on the opening day of the annual Dreamforce conference in San Francisco

• September 17, 2024 17 Sep'24

  Salesforce’s agentic AI platform to transform business automation

  CRM giant’s Agentforce lets organisations build and deploy autonomous agents to automate business processes through advanced learning and data integration

• September 09, 2024 09 Sep'24

  Forrester: IT budget growth pushed towards cross-functional teams

  Analyst firm Forrester has forecast a slight increase in IT budgets for 2025, but technical debt is one of the areas likely to feel the squeeze

• August 01, 2024 01 Aug'24

  Businesses fail to deliver consistently positive customer experience

  Research from a leading global business school’s publishing arm finds that even though 94% of business leaders think good customer experience is important for business success, just 38% believe they can deliver it

• July 31, 2024 31 Jul'24

  Court overturns Appian’s $2bn trade secrets award against Pegasystems

  Business process management software suppliers Pegasystems and Appian head for retrial after a judge finds flaws in trade secrets trial

• July 29, 2024 29 Jul'24

  AI ‘changing everything’ about customer experience

  Study from customer experience technology provider reveals the profound effect AI is having in its industry, taking it beyond traditional, manual services to more advanced, technological-driven experiences

• July 24, 2024 24 Jul'24

  Qualtrics CEO: AI can make businesses more human

  Qualtrics CEO Zig Serafin believes AI can democratise experience management and help businesses better understand what matters to both customers and employees

• July 23, 2024 23 Jul'24

  Innovations to power secure-by-design development

  Secure Code Warrior unveils technology designed to help CISOs and AppSec teams ensure their projects remain safe and free of coding errors and vulnerabilities – a big issue following the CrowdStrike incident

• July 04, 2024 04 Jul'24

  How Qualtrics is driving experience management with AI

  During the Sydney leg of its X4 conference, Qualtrics’ top executives dived deeper into its efforts to help organisations improve customer and employee experiences with AI

• June 26, 2024 26 Jun'24

  Police Scotland did not consult ICO about high-risk cloud system

  Police Scotland chose not to formally consult with the data regulator about the risks identified with a cloud-based digital evidence sharing system, while the regulator itself did not follow up for nearly three months

• June 20, 2024 20 Jun'24

  Bupa turns to data to provide personalised health services

  Private healthcare provider Bupa says a project to deploy business process automation is bringing it closer to APAC customers

• June 11, 2024 11 Jun'24

  Tableau CEO on AI moves to ease analytics adoption

  Tableau’s head honcho Ryan Aytay talks up Tableau’s efforts to bring more consumerisation and personalisation capabilities to data analytics through the use of AI

• June 11, 2024 11 Jun'24

  CDO interview: Sophie Gallay, global data and client IT director, Etam

  The French retailer has some catching up to do on its data strategy and digital transformation – and its new data chief has an ambitious roadmap to deliver on data science, business intelligence and artificial intelligence

• June 10, 2024 10 Jun'24

  Driving customer experience through cloud and AI

  Autodesk’s global CIO Prakash Kota explains how the company is modernising its IT infrastructure and adopting cloud and AI to drive customer experience

• April 25, 2024 25 Apr'24

  Executive interview: Salesforce AI head discusses dynamic flowcharts

  Business workflows can usually be mapped onto flowcharts which depict the set of actions an IT system takes, but large language models can make this dynamic, according to Jayesh Govindarajan, senior vice-president of AI at Salesforce

• April 16, 2024 16 Apr'24

  Why Salesforce needs a data management platform

  There are reports that Salesforce is looking to acquire Informatica, but such a move needs to fit with its AI and GenAI strategy

• April 11, 2024 11 Apr'24

  AI skills gap blocking public sector take-up

  A Salesforce report claims that a lack of skills in artificial intelligence is preventing effective take-up of generative AI to enhance frontline citizen services across the public sector

• April 10, 2024 10 Apr'24

  Salesforce helps customers establish bug bounty programmes

  Salesforce has added new learning content to its Trailhead platform designed to help customers develop their own bug bounty programmes

• March 26, 2024 26 Mar'24

  How SAP is infusing AI into its business applications

  SAP’s chief artificial intelligence officer, Philipp Herzig, outlines the company’s approach towards AI and how it is making the technology more accessible to customers

• March 11, 2024 11 Mar'24

  Birmingham City Council’s Oracle implementation explained: What went wrong?

  The council swapped out a heavily customised SAP ERP system for Oracle Cloud, but since it went live, it has had numerous technical challenges

• March 01, 2024 01 Mar'24

  APAC firms bullish on IT spending

  More than half of organisations plan to spend more on key areas such as cyber security, generative AI and cloud in a sign of growing optimism across the region

• February 27, 2024 27 Feb'24

  Managers want generative AI, but workers need more help getting to grips with it

  Staff given artificial intelligence guidelines are more likely to experiment with the technology than those who are given none, according to a survey

• January 26, 2024 26 Jan'24

  8x8 enhances experience communications as a service suite

  XCaaS platform to now include capabilities such as AI-generated post-meeting smart summaries and action items, omnichannel experiences, global workforce support, and deeper technology partner integrations

• January 22, 2024 22 Jan'24

  AI ushering new era of intelligent CX

  Annual customer experience trends report reveals that 68% of UK customer experience leaders believe chatbots can help build a stronger emotional connection with clients, with AI now the norm

• December 27, 2023 27 Dec'23

  Top 10 business applications stories of 2023

  Generative AI has become unavoidable for business applications suppliers. C-level executives offer insights here, while the fundamentals of user enterprise software strategy remain visible beneath the AI froth

• December 12, 2023 12 Dec'23

  Top IT predictions in APAC in 2024

  Generative AI will continue to leave its mark on many areas in business and IT, along with other trends such as sustainability, cyber security and smart factories that are expected to shape the region’s technology landscape in 2024

• November 17, 2023 17 Nov'23

  Oracle NetSuite CEO Goldberg: AI a sleeping giant coming to life

  Speaking with Computer Weekly at SuiteWorld, Evan Goldberg, executive vice-president of Oracle NetSuite, discussed how artificial intelligence has emerged from obscurity to be of business moment

• November 17, 2023 17 Nov'23

  Capgemini and Heathrow strike deal to enhance passenger experience

  Capgemini and Heathrow team up to provide development and operations support for the airport’s technology estate

• November 13, 2023 13 Nov'23

  Dubai Electricity & Water Authority, Avaya extend customer centre alliance

  Dubai utility firm enhances its customer care centre to become integrated digital interactive hub, enabling customers to access a wide range of services through an interactive voice system

• October 23, 2023 23 Oct'23

  CTO interview: Pegasystems’ Don Schuerman on using AI to set business goals

  Generative AI is on the cusp of allowing companies to automate business processes to meet business goals

• October 18, 2023 18 Oct'23

  Gitex Global 2023: Motul looks to deliver ‘effortless’ experiences in cloud comms

  Global oil and lubricants company adopts suite of cloud-based contact centre and unified communications solutions to improve customer experience and enable global employees to collaborate better across borders

• October 18, 2023 18 Oct'23

  SuiteWorld 23: Oracle NetSuite pushes business efficiency by way of AI

  Oracle NetSuite’s Evan Goldberg posited AI old and new as means for organisations to do more with fewer resources, speaking at the company’s annual global SuiteWorld conference in Las Vegas

• October 17, 2023 17 Oct'23

  Gitex 2023: Avaya plots generative AI-powered future for customer experience

  Leading comms and customer experience technology provider unveils Generative CX concept showing how artificial intelligence can sit at the core of experience transformation

• October 16, 2023 16 Oct'23

  Oracle’s Steve Miranda: Customers nearing inflection point with Fusion

  In a Q&A with Computer Weekly at Oracle Open World, applications head Steve Miranda discussed how its customers are moving from project-driven to business-driven approaches, and how GenAI is for real

• October 12, 2023 12 Oct'23

  Hybrid work flexibility the leading driver underpinning successful work experiences

  Study finds that while just over half of CEOs strongly believe their organisation is recognised as an employer of choice, less than half of firms provide employees with the technology they need for hybrid work

• October 10, 2023 10 Oct'23

  IT and contact centre leaders embrace conversational AI or fear falling behind

  Study finds contact centres are on the precipice of a new era as AI begins to deliver and users are increasingly turning to digital channels for information, purchases and support. But efficiency and effectiveness a point of contention

• October 04, 2023 04 Oct'23

  Qualcomm looks to reshape digital world through spatial computing

  Mobile tech giant announces new platforms, developed in close collaboration with Meta, to provide breakthrough performance in immersive applications such as mixed and augmented reality

• September 11, 2023 11 Sep'23

  Salesforce and Zoom embrace ethical hackers. You should, too

  Software companies Salesforce and Zoom discuss their successful bug bounty programmes, what they learned at a recent in-person hackathon in which they participated, and why others shouldn’t be scared of hackers

• August 31, 2023 31 Aug'23

  GenAI outranks cloud as business IT strategic priority

  Enterprise Strategy Group research on the use cases for generative AI shows it as strategic for corporate IT, with impacts on customer experience, software development and IT Ops

• August 14, 2023 14 Aug'23

  How Qualtrics is driving experience management

  Qualtrics’ global and regional leaders outline the company’s product directions, including its work in AI, its traction in the region and the future of experience management