News

Customer relationship management (CRM)

September 03, 2020 03 Sep'20
Insurers accept they were slow to adopt digital

Insurance companies know they must prioritise digital investment and are planning in-house development to help make up lost ground
August 27, 2020 27 Aug'20
Asda trials platform for customer parcel updates

Retailers Asda is trialling delivery management from tech platform Sorted to provide customers who have ordered clothing online with a better customer experience
August 26, 2020 26 Aug'20
Salesforce Q2 2020: Benioff says crisis will speed growth

Salesforce announces 29% year-on-year revenue growth for the second quarter, and grieves for Dreamforce 2020
August 19, 2020 19 Aug'20
Vodafone builds smart enterprise on SAP S/4 Hana

Holger Grewe, group head of corporate transformation, and Ignacio Garcia, CIO corporate systems, at Vodafone, convey how SAP S/4 Hana has been purposely implemented as part of an ongoing smart enterprise transformation

August 11, 2020 11 Aug'20
Hospitality sector is failing on contact-tracing obligations

Cyber security experts urge the government to do more to help small hospitality businesses improve their contact-tracing data-handling practices
August 04, 2020 04 Aug'20
Nordic enterprises look for SAP price reductions as they navigate Covid-19

Businesses in the Nordics are using SAP Cloud Platform to address Covid-19 challenges and are also seeking price reductions
July 31, 2020 31 Jul'20
Labour Party is latest victim of Blackbaud ransomware attack

Widening Blackbaud data breach ensnares the Labour Party as the cloud software firm continues to duck questions about its behaviour
July 27, 2020 27 Jul'20
SAP Q2 2020 results: SAP partially divests Qualtrics as positive results posted against Covid crisis

SAP has announced a positive set of second-quarter 2020 results, hot on the heels of a declaration that it will spin out online survey business unit Qualtrics by way of an initial public offering in the US
July 15, 2020 15 Jul'20
HSBC chooses AWS for public cloud business operations

HSBC will use a cloud platform from Amazon Web Services across its business operations to accelerate its public cloud use
July 14, 2020 14 Jul'20
Recon vulnerability puts thousands of SAP customers at risk

Users of multiple SAP products including S4/HANA should apply the security update as soon as possible to protect their systems

July 13, 2020 13 Jul'20
How SingEx is bracing itself for disruption

Singapore’s SingEx started its digital transformation journey a few years ago and has already pivoted its approach to cope with new challenges brought on by the Covid-19 pandemic
July 08, 2020 08 Jul'20
Interview: Mayank Prakash, global consumer CIO, and Daljit Rehal, CDO, Centrica

Two of energy giant Centrica’s tech bosses talk to Computer Weekly about the impact of the Covid-19 coronavirus lockdown and the importance of company culture, innovation and using technology to make life easier for customers
July 08, 2020 08 Jul'20
Swisscom taps Hitachi to improve network-based customer service

Pentaho product helps business customer service reps of Switzerland’s largest telecommunications company and leading IT services provider provide better, faster service through centralised hub
June 05, 2020 05 Jun'20
Businesses develop apps quickly to manage disruption of Covid-19

Healthcare companies, insurers, government agencies and big tech companies have used technology from Pegasystems to develop apps to manage the disruption caused by coronavirus
May 29, 2020 29 May'20
Salesforce Q1 2020: 30% growth, Benioff sees ‘new normal’ by 2021

Salesforce announces 30% year-on-year revenue growth for the first quarter, and displays Covid-19 crisis alleviation activities
May 29, 2020 29 May'20
UK fintech investment reaches record high

Huge increases in UK fintech investment over the past three years has seen the sector explode, but most of the activity is still concentrated in London
May 27, 2020 27 May'20
PropertyGuru touts 3D virtual viewings with StoryTeller

Southeast Asian property portal PropertyGuru rolls out new capability in its FastKey platform that lets developers showcase properties to prospective buyers through 3D visualisation
May 14, 2020 14 May'20
CenturyLink digitally revamps sales framework

The difficulty of navigating information silos during the sales process and high customer churn prompted CenturyLink to adopt new digital tools that get the right information to the right sellers
April 21, 2020 21 Apr'20
Klein takes sole command of SAP as Q1 results show Covid impact

As Christian Klein becomes sole chief executive officer, SAP announces total revenue of €6.521bn for the first quarter, up 7% on Q1 2019
April 16, 2020 16 Apr'20
St Albans council integrates systems in effort to streamline processes

The council of St Albans has implemented a unified digital platform to streamline how citizens interact with its services, as well as its own decision-making processes
March 31, 2020 31 Mar'20
Gartner: Top-performing companies understand CX

Those businesses that measure customer experience, either through surveys, real-time analytics or the use of artificial intelligence, are more profitable
March 19, 2020 19 Mar'20
IT Priorities 2020: ANZ firms to spend more on cyber security

Over half of respondents in Australia and New Zealand plan to invest more in cyber security, especially in key areas such as data loss prevention
March 04, 2020 04 Mar'20
IT Priorities 2020: UK business applications investment in AI gathers steam

Artificial intelligence intensifies as an investment area for UK IT buyers, while cloud delivery is coming to ERP as well as other applications
February 28, 2020 28 Feb'20
CIO interview: Ian Cohen, chief product and technology officer, Addison Lee

At taxi and transport company Addison Lee, technology is focused around customer experience before worrying about datacentres, servers and what elements make up the IT infrastructure
February 12, 2020 12 Feb'20
Accenture’s tech vision draws inspiration from Black Mirror

Last year’s “Bandersnatch” Black Mirror episode on Netflix highlights a new opportunity for business, according to Accenture
February 04, 2020 04 Feb'20
Australia’s NAB taps AI to create brand voice

Using Amazon’s artificial intelligence smarts, National Australia Bank has developed a unique brand voice that will greet customers who dial up its contact centre
January 31, 2020 31 Jan'20
Australia’s Iconic Hotels taps cloud for speed and cost savings

The independent hotel operator in the Australian Capital Territory has saved IT manpower and costs by moving from an on-premise hospitality management system to a cloud-based application
January 27, 2020 27 Jan'20
LV= rolls out smart speaker skill

General insurance firm says customers will receive answers to commonly asked questions by invoking the skill on Alexa or Google Home Assistant
January 15, 2020 15 Jan'20
Case study: How Trainline keeps customers satisfied

The Trainline is encouraging customers to discover cheaper rail fares for the same journey with its AI-enabled SplitSave option
December 27, 2019 27 Dec'19
Top 10 business applications stories of 2019

The steady incursion of artificial intelligence into enterprise software was a major theme behind Computer Weekly’s in-depth stories in this area in 2019
December 10, 2019 10 Dec'19
APAC IT leaders lay out priorities for 2020

Robotic process automation and data analytics are among the top priorities for IT leaders in the Asia-Pacific region in the new year
December 05, 2019 05 Dec'19
London mayor Sadiq Khan opens Salesforce’s Ohana floor

Opening coincides with Salesforce announcing $1.25m funding for education charity Ark and a Pathfinder training programme
December 02, 2019 02 Dec'19
UKISUG 2019: Qualtrics unknown to 43% of SAP customers

On the opening day of its annual conference, the UK and Ireland SAP User Group unveils member research showing scant awareness of Qualtrics, and continuing slow adoption of S/4 Hana
November 22, 2019 22 Nov'19
Obama at Dreamforce 2019: Leaders orchestrate the conversation

Former US president Barack Obama spoke in a fireside chat with Salesforce co-founder Marc Benioff at Dreamforce 2019. He cautioned on the dangers of the information age and offered some advice for business leaders
November 21, 2019 21 Nov'19
HSBC builds API digital platform with MuleSoft to forward open banking

At Dreamforce 2019, HSBC announced the building of a digital platform with Salesforce MuleSoft to forward open banking opportunities
November 20, 2019 20 Nov'19
Dreamforce 2019: Benioff puts data centre stage as protestors disrupt speech

Salesforce founder and co-CEO outlines data integration and data visualisation product vision underpinned by MuleSoft and garnished with Tableau
November 15, 2019 15 Nov'19
Businesses move key applications off public cloud to save costs

A new study has shown that while many enterprises are able to keep public cloud costs under control, spending can quickly escalate
November 15, 2019 15 Nov'19
How Slack is going beyond messaging in enterprise play

Deeper integrations with business applications and data residency support are part of Slack’s broader strategy to penetrate deeper into the enterprise
October 29, 2019 29 Oct'19
How Aussie Broadband is improving service levels with automation

Australian telco Aussie Broadband has improved customer service though automation, even with a lean team and a growing subscriber base
September 25, 2019 25 Sep'19
Executive interview: Speed is cloud apps benefit, says Oracle’s Miranda

In a Q&A with Computer Weekly at Oracle Open World 2019, applications head Steve Miranda discussed the supplier’s approach to cloud applications, digital assistants and machine learning
September 12, 2019 12 Sep'19
How Zendesk plans to crack the enterprise market

Zendesk has been courting enterprises by billing itself as a customer experience software company and is leaning on its design smarts to stand out among bigger rivals
September 12, 2019 12 Sep'19
Oracle Q1, 2019-2020: revenue flat, cloud progress vaunted

Oracle’s first quarter 2019-2020 results show revenue growth to be flat, but executives claim cloud headway and vaunt progress on autonomous database uptake. Co-CEO Mark Hurd takes leave of absence on health grounds
August 28, 2019 28 Aug'19
APAC is epicentre of the experience economy

The experience economy is emerging in the Asia-Pacific region, but to succeed, enterprises will need to understand both operational and experience data
July 24, 2019 24 Jul'19
Salesforce teams up with Alibaba in foray into China

The cloud applications giant is tapping Alibaba’s footprint in e-commerce and cloud in an effort to expand its business in the Greater China region
July 18, 2019 18 Jul'19
SAP Q2 2019: US-China trade war takes toll

SAP’s second-quarter 2019 financial results indicate cloud revenue at 26% of total, and 600 new customers for S/4 Hana. The US-China trade war has adversely affected results
July 03, 2019 03 Jul'19
One-third of people prefer instant reply from chatbot about finances to waiting for human reply

Consumers are warming to being supported by chatbots when it comes to financial services, but firms in the sector face hurdles to achieve true end-to-end automation
July 01, 2019 01 Jul'19
The Great Eastern way to digital transformation

Regional insurance company Great Eastern has rolled out a new digital platform to better serve customers while morphing its DNA from the inside out
June 25, 2019 25 Jun'19
Big companies face extinction unless they use IT better

Better use of IT could add £100bn to the British economy, says a CBI report into UK big business
June 19, 2019 19 Jun'19
How AirAsia streamlined its customer service

Integrating multiple customer touch points with Salesforce has enabled Asia’s leading low-cost carrier to shorten waiting time and improve customer service
June 18, 2019 18 Jun'19
Tableau sticking to data mission under Salesforce

Tableau President and CEO Adam Selipsky told the company’s European user conference in Berlin that Salesforce acquisition will not affect its mission of “seeing and understanding data”