Embeddable CX for the Smartphone-Era Consumer

As we enter the final month of 2020, I wanted to share with you some 2021 CX predictions. Here's what to anticipate in the world of CX in 2021. My predictions are: Embeddable CX for the Smartphone-Era Consumer With both employees and consumers remote, mobile device usage and app downloads have soared. Whether it is through a phone call, text message, or an app, consumers are predominately connecting with brands today through their smartphones. However, they are still met with fragmented, and unintelligent…

Clarabridge CX Analytics Launches AWS Contact Center Intelligence Solution

A leader in AI-powered text and speech analytics leverages Amazon Transcribe within the AWS Partner Network, enabling organizations to extract insights from calls and hundreds of other customer feedback sources in a centralized platform Clarabridge, a global leader in Customer Experience Management (CEM) for some of the world’s top brands, announced that the Clarabridge CX Analytics solution now integrates with Amazon Web Services (AWS) Contact Center Intelligence (CCI), introducing Clarabridge into the AWS Partner Network…

UJET CCaaS Cloud Contact Center Unifies Enterprise Customer Data with Oracle Cloud CX Service

UJET CCaaS Cloud Contact Center Now Available on Oracle Cloud Marketplace for a Single Source of Truth and more Intelligent Customer Experience using Enterprise Customer Data UJET Inc., the world’s first and only CCaaS 3.0 cloud contact center, and a member of the Oracle PartnerNetwork (OPN), today announced its integration with Oracle Cloud CX Service and its availability on Oracle Cloud Marketplace. Oracle Cloud Marketplace is a centralized repository of enterprise applications offered by Oracle and Oracle partners.…

Mindstream Interactive Releases New 2021 CX Trends Report

Mindstream Interactive continues its series of data-driven reports helping marketers deliver a better customer experience (CX) with 2021 Top CX Trends: Things Have Become Personal. Customers navigating pandemic-related challenges have both adopted and become dependent on digital in an accelerated way; with elevated proficiency comes greater expectations. The new report, featuring proprietary insights along with those from industry sources, serves as a valuable overview for any company seeking success in 2021. Marketing…

MetaCX Adds Product Exec To Help Advance Transformational Vision for Customer Collaboration

Max Hamel Joins as VP of Product Management From Amber Engine Where He Served as Chief Product Officer MetaCX, the pioneer in a new outcomes-based approach for managing the customer lifecycle, announced the appointment of Max Hamel in the newly created role of vice president of product management. Hamel joins MetaCX as demand for its industry-first collaborative B2B customer lifecycle platform continues to grow. He will report to MetaCX Chief Product Officer Anand Tharanathan. “We’re excited to add Max to our executive…

Khoros Acquires CX Innovator Topbox; Snags Fresh Funding from Vista Equity Partners

Khoros has announced that it has acquired enterprise customer experience (CX) analytics software maker Topbox. The global leader in digital-first customer engagement software has also closed on an additional equity investment from existing Khoros investors, including leading global technology investment firm Vista Equity Partners (“Vista”), to help accelerate the Company’s momentum in the CX market. What Khoros' Acquisition of Topbox Means for CX Journeys Leading brands use Khoros to power approximately 500 million daily…

Martech Predictions Series 2021: Top CX Trends and Changes You Should Expect in 2021

Evolving consumer behavior and expectations, particularly among Millennial and Generation Z consumers, have pushed customer service to move beyond omnichannel to truly differentiate and compete on customer experience. With continued restrictions in many parts of the world due to the COVID-19 pandemic, typical consumer behavior has also been disrupted, with businesses adjusting to support customers in new ways. With these forces in place, I see several trends that will shape CX for years to come. Embeddable Experiences…

ArenaCX Listed As Newest Partner In Zendesk Marketplace

ArenaCX, the world's first customer service marketplace delivering responsive support to businesses, announced their partner app listing in the Zendesk Marketplace. The ArenaCX app offers Zendesk's 170,000+ global customers access to flexible customer service labor from the ArenaCX network of vetted and ready-to-onboard contact centers. ArenaCX is modernizing the way companies outsource by creating a performance-based marketplace that allows its customers to easily trial and test new vendors. ArenaCX is streamlining the…

Madgicx Rolls Out Suite of Creative Intelligence Tools to Improve Return on Ad Spend and Other KPIs Across Facebook, Instagram, Google

By automatically tagging all creative elements including product images, ad copy, creative, and video in all ad formats against all targeting categories, Madgicx enables digital marketers to optimize campaign performance based on a comprehensive data analysis With optimization the key to success in digital marketing, Facebook, and Google-based ad optimization platform Madgicx has found success for the company’s 25,000 customers through a focus on granularity. By tagging every element of every ad – every image, every word…

Acxiom and UNHCR Recognised for 2020 Selligent Award for “Best Inclusive Communications”

Customer intelligence company Acxiom announced that they and the United Nations Refugee Agency, UNHCR, have been recognised for a Selligent Award for ‘Best Inclusive Communications’, following work this year on a charity campaign during Ramadan. Selligent Marketing Cloud is an omnichannel marketing platform, with a mission to make marketing personal. The Selligent Awards are an annual showcase of the most impactful and outstanding marketing campaigns conducted by Selligent clients. Marketing Technology News: ServiceSource…

Simplr Partners with Gorgias, Creating an eCommerce Stack Designed to Empower CX Leaders to Generate Revenue and Loyalty

Simplr, a human-first, machine-enabled customer experience solution, has partnered with Gorgias to provide eCommerce brands with a customer service stack that is custom-built to turn contact centers into revenue drivers via 24/7 rapid-response digital customer engagement. Gorgias is the only eCommerce-specific customer service helpdesk built for brands on Shopify, Magento, and BigCommerce. Gorgias centralizes customer support, integrating email, chat, phone, SMS, Facebook and Instagram all in one place, allowing customer…

Zendesk Becomes First CX Platform to Join Unity’s VSP

World's leading CRM company Zendesk has forged a partnership with Unity to enable integrated customer support within today’s most popular games. The Zendesk SDK is generally available today on the Unity Asset Store. Zendesk, Inc. (NYSE: ZEN) is building on its customer experience (CX) leadership by becoming a Unity (NYSE: U) Verified Solutions Partner. Being a Verified Solutions Partner (VSP) means Zendesk has been verified by Unity to ensure its SDK is optimized for the latest version of the Unity editor, providing a…

Alida Takes on CXM Industry with Release of New and Enhanced Products

Fall 2020 product release elevates the Alida platform as the complete solution for improving customer experience Alida (formerly Vision Critical), today delivered its Fall 2020 product release, launching two new Alida products, enhancing existing core products and introducing the new Technology Industry solution. All these products are aimed at helping organizations uncover customer truths that can be put into action to improve the customer experience. New products in Today’s Fall ‘20 launch include the release of Alida…

Upstream Works Enhances Assist Knowledge Management Solution for Optimized CX

Upstream Works Software Ltd., a provider of Omnichannel Contact Center solutions, announces feature enhancements to their Upstream Works Assist knowledge management solution for enterprises, enabling richer customer engagements, greater efficiency and more consistent service. Marketing Technology News: GetAccept Secures $20 Million in Series B Funding Upstream Works delivers enhanced omnichannel customer experience solutions with an intuitive desktop, seamless integrations, and rich data insights. Upstream Works Assist…

CXone Manages a Record Number of Digital Interactions as Online Sales Spike on Cyber Monday

With an astonishing 50% growth in digital interactions, CXone provides a smooth and exceptional digital customer experience as global online sales hit a new record NICE announced that NICE inContact CXone, a global leading cloud customer experience platform, saw digital interactions surge on Cyber Monday, one of the highest volume online shopping days on the calendar. On Cyber Monday, November 30, 2020, digital interactions powered by CXone significantly surpassed their 2019 numbers with over 70 percent growth in messaging…

SugarCRM Brings Companies Cloud-Based Customer Experience (CX) Solutions on AWS

SugarCRM Inc. deepened its commitment to cloud-based customer experience as an Amazon Web Services (AWS) Advanced Technology Partner within the AWS Partner Network (APN). Sugar recently launched a new integration with Amazon Connect, an easy-to-use omnichannel cloud contact center that helps companies provide superior customer service at a lower cost. AWS is a strategic component of Sugar’s time-aware CX platform, enabling scalability, security and accelerated innovation. Marketing Technology News: Cisco To Acquire…

Havas CX Announces First Major Appointment in North America, Names Liz Roche to General Manager and Chief Strategy Officer of Havas CX Helia

With helia rolling into Havas’ new customer experience network, Roche brings strategic expertise to lead digital transformation specialists Havas Creative North America continues its commitment to customer experience by announcing Liz Roche as general manager and chief strategy officer of Havas CX helia, part of the recently formed Havas CX global network. In the position, Roche—formerly managing director of Havas helia (customer engagement)—is tasked with leading strategy for clients and internal teams in the areas of CX,…

MetaCX and Valuize Launch Co.Lab

MetaCX, the pioneer in a new outcomes-based approach for managing the customer lifecycle, and Valuize, the leading consulting partner to B2B SaaS companies seeking to build and operationalize customer lifecycle strategies based on measurable value, announced Co.Lab, a joint innovation offering for B2B SaaS revenue and customer leaders. Co.Lab helps B2B SaaS companies define a strategy and build a working prototype of their future-state customer lifecycle with an outcomes-based approach to selling and success centered on a…

Prioritize on Customer Experience (CX) to Recover Faster from Pandemic Crisis

In the latest research on Singapore’s resilience in recovering from the pandemic crisis, Zendesk has placed the highest priority on Customer Experience or CX Management. According to the Zendesk survey, the businesses in Singapore that prioritize CX are expected to recover faster from the challenges of the pandemic. Zendesk jointly conducted the research with Ecosystm, revealing that of the local companies that plan to decrease CX spend, 88% will only see recovery in the second half of 2021 or later. Here’s what the…

Acxiom & diwo Partnership Goes Beyond Marketing, Delivers Business Optimization Solutions

Partnership will provide new optimization capabilities that leverage customer data and AI technology to inform accurate decision-making and improve business outcomes Acxiom, the customer intelligence company whose data-driven solutions create business growth by enabling better customer experiences, announced a new partnership and optimization solutions with diwo™, providers of a unique cognitive decision-making platform. Acxiom Optimization Solutions, powered by diwo, will combine customer level data with artificial…