Digital Channels Stories

Canadian Stories

Digital Channels stories

Digital Transformation

ServiceNow study flags empathy gap in customer service

Only 10% of customers rate service as great, as fragmented systems and poor empathy are driving churn and frustration.

By Sofiah Nichole Salivio • 4 min read • Last month

Global Stories

Digital Channels stories

Manufacturing

Hydroscand to phase out print catalogues with Akeneo

Outdated paper references will be replaced as Hydroscand centralises 30,000 products in Akeneo, speeding searches and reducing downtime risks.

By Sean Mitchell • 4 min read • Yesterday

Data Analytics

iCXeed wins AWS Advanced Tier status in Asia Pacific

The upgrade should help the Australian consultancy win larger contact centre deals as enterprises demand proven AWS expertise and delivery scale.

By Mark Tarre • 4 min read • Last week

Unified Communications

IFT launches Fortitude compliance checks for regulated firms

Recurring checks aim to help regulated firms spot compliance gaps in outsourced and in-house operations before breaches trigger penalties.

By Joseph Gabriel Lagonsin • 4 min read • Last week

Software-as-a-Service

Cata raises USD $5.3 million to expand branded apps

Restaurants and retailers are seeking more control over customer data as the Singapore startup readies its first overseas push into Germany.

By Mark Tarre • 4 min read • Last month

Software-as-a-Service

Backbase named Forrester leader & customer favourite

Banks seeking to cut fragmentation may see Backbase's Forrester nod as validation that its AI-native platform can unify front-office work.

By Shannon Williams • 4 min read • Last month

Software-as-a-Service

Temenos named Forrester leader in digital banking tech

Banks seeking faster onboarding and broader channel support may benefit as Forrester ranks Temenos among the top digital banking vendors.

By Karen Joy Bacudo • 4 min read • Last month

Marketing Technologies

impact.com deepens YouTube tie-up for creator marketing

Marketers in Southeast Asia gain a clearer way to track creator campaign returns as YouTube data replaces estimated metrics and fragmented workflows.

By Sofiah Nichole Salivio • 4 min read • Last month

Smart Cities

Granicus names seven digital government award winners

Measured gains in service speed and transparency drove Granicus's awards, with councils cutting wait times, costs and phone enquiries.

By Joseph Gabriel Lagonsin • 4 min read • Last month

Software-as-a-Service

Temenos report says five trends will reshape banking

Banks that fail to modernise core systems may struggle to scale AI, cloud services and new payment rails, Temenos and Bain warn.

By Shannon Williams • 4 min read • Last month

Robotics

Forrester maps AI shift from digital into physical use

Consumers are set to encounter AI in robots, transport and personalised shopping, as Forrester says business returns will arrive sooner than expected.

By Mark Tarre • 4 min read • Last month

Software-as-a-Service

8x8 wins Gold for Engage at New York design awards

Customer-facing staff may handle chats and calls more easily after 8x8 Engage won Gold at the NY Product Design Awards.

By Sean Mitchell • 3 min read • Last month

Digital Transformation

Thryv urges small businesses to boost AI search visibility

Better online listings and reviews could help small businesses appear in AI recommendations as customers increasingly use chatbots to find local providers.

By Shannon Williams • 5 min read • Last month