News

Customer relationship management (CRM)

• July 19, 2023 19 Jul'23

  IT firms ramp up prices to drive post-pandemic revenue

  The Organisation for Economic Co-operation and Development puts inflation at 6.5%. Some areas of IT spending have experienced double-digit growth

• July 17, 2023 17 Jul'23

  Zoom doubles down on customer experience in UCaaS play

  Zoom is going beyond its roots in employee experience as it looks to strengthen its position in the unified communications-as-a-service market

• June 26, 2023 26 Jun'23

  How Ikea is driving digital customer experience

  Ikea franchisee in four Southeast Asian markets and Mexico taps chatbots, conversational commerce and remote planning, among other capabilities, to drive digital customer experience

• June 23, 2023 23 Jun'23

  Investment in employee experience, cloud, AI drives greater customer experience

  Study from global IT infrastructure and services company finds employee experience and customer experience gaining rapid recognition of their importance at board level, and as many as 95% of organisations see cloud enablement as vital in enabling ...

• June 21, 2023 21 Jun'23

  Avaya expands Google, Alcatel-Lucent alliances to boost customer experiences

  Collaboration with leading cloud platform designed to deliver enhanced contact centre solutions as improved Experience Platform enables users to integrate digital capabilities to redefine agent operations

• June 21, 2023 21 Jun'23

  Software spending grows fastest as finance firms spend $652bn on tech in 2023

  Banks and investment firms are increasing their spending on IT despite gloomy economic outlook, but priorities have changed

• June 20, 2023 20 Jun'23

  ServiceNow’s Bill McDermott: a ‘work in progress’

  Bill McDermott, president and CEO of ServiceNow, speaks to Computer Weekly about his vision for the company and the technology industry, which he believes to be in the throes of exponential change

• June 16, 2023 16 Jun'23

  Citi US Personal Banking turns to AI to ‘delight’ customers with personalised services

  Citigroup’s US Personal Banking business has created a repository of customer data and is rolling out a decision engine to provide customers with personalised services

• May 30, 2023 30 May'23

  How Pendula is driving customer communications

  The Australian startup’s conversational messaging platform lets businesses draw on internal and external data to cross-sell and upsell their offerings while improving customer retention

• May 12, 2023 12 May'23

  IT Priorities 2023: Business automation intensifies as data governance returns

  Business automation and a renewed focus on data governance to get more value from data have attracted more interest for UK enterprise software investment, says the TechTarget IT Priorities 2023 survey

• March 23, 2023 23 Mar'23

  Podium taps ChatGPT for reputation management

  The customer interaction and payment specialist with operations in Australia has integrated ChatGPT into its platform to help local businesses respond to customer reviews on social media

• March 15, 2023 15 Mar'23

  How industry cloud platforms are shaping the future of business applications

  More than half of enterprises are expected to use industry cloud platforms that combine cloud-based infrastructure, platform and application services to accelerate their business by 2027

• March 06, 2023 06 Mar'23

  Guinness World Records goes digital

  Guinness World Records has been around since 1955. Over the past 20 years, it has transformed from book publishing to consultancy and digital content creation, most recently marshalling NetSuite

• March 01, 2023 01 Mar'23

  APAC is proving to be ‘substantial growth engine’ for Rimini Street

  Rimini Street CEO Seth Ravin outlines growth opportunities in Asia-Pacific and discusses the company’s move up the support value chain

• January 27, 2023 27 Jan'23

  SAP 2022: 11% revenue growth, 2.5% staff targeted by restructure

  SAP has announced full-year 2022 revenue of nearly €31bn, up 11% year on year. In 2023, it will explore a sell-off of Qualtrics stake and do a restructure, with an impact on 2.5% of staff

• January 19, 2023 19 Jan'23

  APAC consumers expect human-like service from chatbots

  Consumer expectations of chatbots in Asia-Pacific have risen in tandem with improved performance of AI applications over the past year, a study has found

• January 15, 2023 15 Jan'23

  Thai enterprises spend more on software amid growing digitalisation

  The majority of software spending in Thailand during the first half of 2022 went into applications followed by infrastructure software and development tools, according to IDC

• December 30, 2022 30 Dec'22

  Top 10 business applications stories of 2022

  As the Covid crisis gave way to the energy crisis and economic turmoil, enterprise software suppliers have urged customers to step up modernisation and evince more empathy for employees

• November 23, 2022 23 Nov'22

  Oracle’s Steve Miranda on the value of turning inside out

  In a Q&A with Computer Weekly at Oracle Open World, applications head Steve Miranda discussed the supplier’s opening out and its intensification of an industry cloud approach, signally with healthcare

• November 21, 2022 21 Nov'22

  EDF UK deploys Riverbed’s Alluvio Aternity to tackle IT issues

  Monitoring software links into ServiceNow and PowerShell scripts are being used to automate remediation

• November 03, 2022 03 Nov'22

  Russia risks shortage of PCs and software

  Russian consumers and businesses could face a shortage of IT equipment including PCs and software

• October 14, 2022 14 Oct'22

  Gitex 2022: Florius takes AI-powered CCaaS speech analytics to transform customer experience

  Changed workloads during the pandemic have driven Netherlands-based mortgage lender to use AI and CCaaS technology

• September 29, 2022 29 Sep'22

  BSH Home Appliances takes on Twilio to revamp digital customer engagement

  Customer engagement platform partners with Deloitte Consulting to support plan by home appliances firm to revamp its entire digital infrastructure within customer service organisation

• September 27, 2022 27 Sep'22

  American football giants jet into digital age with HCLTech

  US football clubs the New York Jets and New York Giants outsource their digital transformations to Indian service provider as they target improved fan engagement

• September 06, 2022 06 Sep'22

  How the Australian Red Cross coped with a donation surge

  The Australian Red Cross adopted Boomi’s integration platform to manage the surge in donations in response to the floods in New South Wales and Queensland earlier this year

• August 15, 2022 15 Aug'22

  How clean data helps Southern Water identify vulnerable customers

  Escalating prices means households around the country are having to tighten spending, with many struggling to pay their bills. Water4All, a consortium led by Southern Water, is using data to identify low-income and vulnerable households so they can ...

• August 11, 2022 11 Aug'22

  Crown Commercial Service opens door to Salesforce

  The Crown Commercial Service has agreed a Memorandum of Understanding with Salesforce to facilitate public sector access to the supplier’s products and services, including Tableau, Slack and Mulesoft

• August 09, 2022 09 Aug'22

  Tata teams with Genesys to boost enterprise engagement with enhanced InstaCC Platform

  Global digital ecosystem enabler partners with cloud-based customer experience orchestration to further transform customer engagement across platforms ranging from social to mobile

• August 05, 2022 05 Aug'22

  CIO interview: Stephen Booth, CIO, Coventry University

  After more than 20 years at the university, the CIO is still taking on new responsibilities – including his team becoming a commercial entity and acquiring its own software

• August 04, 2022 04 Aug'22

  Bayern Munich sides with Adobe to enhance global fan experience

  Bayern Munich is using Adobe’s Experience Cloud and allied software to better connect with its fans in Germany and worldwide

• August 03, 2022 03 Aug'22

  Twilio eyes CDP opportunity in APAC

  Twilio is tapping opportunities in customer data platforms and will deploy APAC instances of its Segment platform next year

• July 25, 2022 25 Jul'22

  CDO interview: Ian Rabagliati, product and experience director, Eurotunnel

  The Channel Tunnel operator is coming to terms with the realities of post-Covid European travel, and focusing on customer experience to bring it closer to its passengers

• June 22, 2022 22 Jun'22

  How TDCX is building a people-centric business

  Every digital tool deployed by the Singapore-based services firm is aimed at augmenting the performance and experience of its employees, says TDCX’s group CIO, Byron Fernandez

• June 17, 2022 17 Jun'22

  Fintech firm chooses Salesforce software to support growth

  Revolut is to use Saleasforce software to support sales and marketing as part of its expansion plans

• June 10, 2022 10 Jun'22

  Investment firm takes Salesforce to task for lack of racial diversity

  Retail investment platform Tulipshare is campaigning to hold Salesforce to account for its lack of racial diversity

• June 09, 2022 09 Jun'22

  CIO interview: Yiannis Levantis aims at total quality for Unipart IT

  Unipart has a heritage in quality manufacturing and services that CIO Yiannis Levantis is building on, in part by harnessing SAP’s cloud-based business transformation service Rise

• May 26, 2022 26 May'22

  Executive interview: Miles Hillier, NatWest

  Retail bank’s digital channel development head talks about building a multi-channel customer experience

• May 11, 2022 11 May'22

  SAP ‘optimistic’ about S/4 Hana in APAC

  A top SAP executive is confident that more of its customers in Asia-Pacific will adopt S/4 Hana this year, as the company shores up integration of its ERP software with other business applications

• May 10, 2022 10 May'22

  How one Australian firm is creating smarter menus

  Me&u’s smart menus are intelligent enough to recommend food items based on customer preferences, and even help to reduce food waste and alleviate bartender workloads during peak periods

• April 27, 2022 27 Apr'22

  Microsoft shows inflation-busting growth, driven by cloud adoption

  As prices rise, Microsoft is trying to position its cloud services as the public cloud that offers the best value for money

• March 30, 2022 30 Mar'22

  CIO interview: Spencer Clarkson, CTO, Verastar

  Digital transformation and unifying customer relationship management systems are driving the business services group forward

• March 30, 2022 30 Mar'22

  UKISUG: Big majority of SAP users beset by data problems in migrating to S/4 Hana

  In a survey prior to its Analytics Symposium, the UK & Ireland SAP User Group finds 61% of SAP customers say data management issues are slowing down process automation and impeding moves to S/4 Hana

• February 23, 2022 23 Feb'22

  Salesforce pays out over £2m in bug bounties

  Salesforce says it received more than 4,000 vulnerability reports in 2021 alone as it delivers a rare public update on its bug bounty programme

• February 17, 2022 17 Feb'22

  Nvidia founder and CEO portrays AI-centricity

  Earnings call for Nvidia’s fourth-quarter results offers a leading indicator of where the application of artificial intelligence may be heading

• February 01, 2022 01 Feb'22

  Dutch software engineers join campaign for research funding

  Software researchers from all over Europe are sounding the alarm: to maintain a strong international competitive position, more financial resources must be committed to software research

• January 27, 2022 27 Jan'22

  SAP full-year 2021: Revenue nudges up 1%, cloud growth up 17%

  SAP has announced a 2% rise in full-year 2021 revenue, to just under €28bn, while S/4 Hana customer base increased by 18% to 18,800

• January 24, 2022 24 Jan'22

  Heathrow Airport takes to the cloud with Oracle Fusion Applications

  Airport has implemented a full spread of Oracle Cloud Applications, including ERP and HCM, as it looks to recover from the pandemic

• January 20, 2022 20 Jan'22

  UK SMEs to receive tech skills and software boost

  A new government scheme aimed at helping businesses improve their productivity and sales online has opened for applications

• December 29, 2021 29 Dec'21

  Top 10 business applications stories of 2021

  2021 saw enterprise software suppliers and users envisaging a nimbler future, beyond the Covid pandemic, with more loosely coupled ERP systems, more flexible business processes, and a renewed digital-first focus on customers

• December 15, 2021 15 Dec'21

  Asda follows EG Group sibling in selection of Rise with SAP

  Retailer is looking to improve the agility of its operations in the cloud with a move to Rise with SAP on Microsoft Azure, and to streamline its procurement with SAP Ariba