MIT Technology Review Study: Iconic Firms Embrace AI and CX Technologies Without Compromising on human capital investments

Iconic Firms Place A High Value On Human Capital Investment, And Are Keen To Strike The Right Balance Between Human And Automated Customer Channels The MIT Technology Review has unveiled a report of its latest global survey on how AI and Customer Experience (CX) technologies are fueling iconic brands to take customer satisfaction to an all-new level without cutting down on investments in human capital. The report titled, “Getting to Iconic: How world-leading brands balance talent and technology for CX excellence” reveals…

TELUS International Invests in Advanced Technologies Via Innovation Labs

iLabs pioneers solutions for a digitally-enabled and connected world, including AI, automation, language processing and more TELUS International, a leading global customer experience (CX) and digital solutions provider, announced the launch of its Innovation Labs (iLabs), an R&D initiative that represents the company’s investment in developing next-generation solutions for future customer interactions. Driven by a group of internal innovators, researchers and visionaries, iLabs leverages TELUS International’s unique…

5 Steps Marketing, Sales and IT Leaders Need to Take Together to Create a Strong and Profitable Post-COVID-19 CX Strategy

A strong customer engagement model is a way of differentiating your organization and creating stronger customer loyalty, while potentially reducing costs. As the COVID-19 pandemic spread across the world, entire industries had to rapidly rethink this model as a means of explicitly remaining in business. Satya Nadella of Microsoft had perhaps the most famous quote on this pace of change, saying that Microsoft saw “two years of digital transformation in two months.” In our own customer base, we saw that often the resources…

Merkle, Dentsu’s Flagship CXM Brand, Appoints Pete Stein as Global Lead for Experience & Commerce

Strategic new executive role spearheads growth and development of Merkle’s global Experience and Commerce capabilities Merkle, a leading technology-enabled, data-driven customer experience management (CXM) company, has announced the appointment of Pete Stein as the new global lead for Experience & Commerce. This strategic new role is responsible for developing, growing, and leading Merkle’s global Experience and Commerce capabilities, which will play an important role in delivering superior CXM services and integrated…

Global Study Finds Organizational CX Maturity is Rising but Gap Between Leaders and Laggards is Widening as AI Race Accelerates

Independent study commissioned by LogMeIn reveals opportunity to make CX a differentiator with an execution-focused strategy that prioritizes self-service and continual optimization LogMeIn announced the results of a new commissioned study conducted by Forrester Consulting designed to help customer experience (CX) decision makers evaluate their current state, identify gaps and define a strategy for optimization. The study, Short-Term Wins and Continuous Optimization: The Roadmap To Customer Engagement Success, surveyed 463…

NEC and Lawson Begin Proof of Concept of a Store using Digital Technologies in Indonesia

NEC Corporation (NEC), a leader in the integration of IT and network technologies, and Lawson, Inc. (Lawson), one of the top convenience store chains in Asia, will begin Proof of Concept (PoC) of a store using digital technologies at the Lawson Graha Tamiya store in Indonesia from August 25 to September 30, aimed at improving store operations and sales. Marketing Technology News: ABM Platform Terminus Teams Up With Invado Solutions Lawson Graha Tamiya store In this PoC, NEC's…

5 Steps Marketing, Sales and IT Leaders Need to Take Together to Create a Strong and Profitable Post-COVID-19 CX Strategy

A strong customer engagement model is a way of differentiating your organization and creating stronger customer loyalty, while potentially reducing costs. As the COVID-19 pandemic spread across the world, entire industries had to rapidly rethink this model as a means of explicitly remaining in business. Satya Nadella of Microsoft had perhaps the most famous quote on this pace of change, saying that Microsoft saw “two years of digital transformation in two months.” In our own customer base, we saw that often the resources…

Studio Media Group Acquires Darwin CX to Drive Digital Innovation for Customer Acquisition and Retention

Darwin CX will partner with Palm Coast Data and other Studio Media Group units to meet evolving client needs Studio Media Group has announced the acquisition of Darwin CX, a customer experience platform from ZoomerMedia, whose unique client offerings complement technologies and tools already available through Studio Media Group's Palm Coast Data (PCD) unit. In the past, publishers and membership organizations have had to wait weeks to understand how their customers behave before marketing campaigns could be refined. Now,…

Global Study Finds Organizational CX Maturity is Rising but Gap Between Leaders and Laggards is Widening as AI Race Accelerates

Independent study commissioned by LogMeIn reveals opportunity to make CX a differentiator with an execution-focused strategy that prioritizes self-service and continual optimization LogMeIn announced the results of a new commissioned study conducted by Forrester Consulting designed to help customer experience (CX) decision makers evaluate their current state, identify gaps and define a strategy for optimization. The study, Short-Term Wins and Continuous Optimization: The Roadmap To Customer Engagement Success, surveyed 463…

TTEC Names Cloud CX Technology Innovator Sean Erickson as Global Head of TTEC Engage

Digital-first leader signals disruption of the contact center industry accelerating TTEC's CXaaS platform TTEC Holdings, Inc., a leading global Customer Experience as a Service (CXaaS) partner for many of the world's most iconic and disruptive brands is delighted to welcome back Sean Erickson to the TTEC family as the new Global Head of Operations for TTEC Engage, which delivers customer engagement solutions at enterprise scale. As previously announced, Martin DeGhetto, a legend in the CX industry and a pivotal member of…

Enhanced Technologies Help E-commerce Platforms and Merchants Deliver a More Intelligent Live Streaming Experience

Huawei Mobile Services (HMS) Core, including Augmented Reality (AR) Engine and HiAI, as well as 5G and AI technology, together brings a crisper, more intelligent, and efficient live streaming solution Huawei Developer Webinar was held today to unveil an enhanced live e-commerce solution. With global e-commerce sales increasing from $2.39 trillion in 2018 to $3.46 trillion in 2019, and as more retailers and consumers look to online streaming to sell and buy, live e-commerce is expected to represent a larger chunk of the…

AVCtechnologies Announces Agreement To Buy Ribbon’s Kandy Communications Business

Kandy acquisition adds industry-leading proprietary, multi-tenant cloud communications platform Combination creates a comprehensive suite of Unified Communications as a Service (UCaaS), Communications Platform as a Service (CPaaS), and Contact Center as a Service (CCaaS) capabilities American Virtual Cloud Technologies, Inc. and Ribbon Communications Inc.  announced they have entered into a definitive agreement for AVCtechnologies to acquire Kandy Communications, an industry-leading proprietary, multi-tenant, highly…

Deepening Salesforce CRM Integrations to Improve CX for Financial Services

Hearsay Systems Deepens Salesforce CRM Integrations to Improve Financial Services-Focused Customer Experiences; Announces Investment from Salesforce Ventures Salesforce CRM integrations have been driving the last mile customer experience management demands for various industries. In a major announcement from the Salesforce economy, last-mile CDP company for the financial services Hearsay Systems has announced a strategic Salesforce partnership. The new-age CDP - Cloud CRM partnership will further empower Marketing and…

Acxiom Announces Customer Data Platform Solutions and Services

New offerings accelerate ROI on Customer Data Platform investments Acxiom, the customer intelligence company whose data-driven solutions create business growth by enabling better customer experiences, announced the launch of a comprehensive suite of customer data platform (CDP) solutions and services, designed to help marketers significantly improve the success of their CDP initiatives. Acxiom's fifty years of proven expertise managing customer data ensures brands can enjoy accelerated results on their CDP investment…

Acxiom Announces Customer Data Platform Solutions & Services

New offerings accelerate ROI on Customer Data Platform investments Acxiom, the customer intelligence company whose data-driven solutions create business growth by enabling better customer experiences, announced the launch of a comprehensive suite of customer data platform (CDP) solutions and services, designed to help marketers significantly improve the success of their CDP initiatives. “Enterprise marketers rely on our next-generation Customer Data and Experience Platform to drive revenue, improve loyalty and increase…

UiPath Announces Integrations with AWS to Allow Organizations to Modernize CX

Integrations empower customers to leverage AWS with the UiPath Hyperautomation Platform UiPath, a leading enterprise Robotic Process Automation (RPA) software company, announced it has integrated its end-to-end platform for hyperautomation with enterprise-ready cloud infrastructure, cloud applications, and artificial intelligence (AI) solutions from Amazon Web Services (AWS). By integrating with Amazon Textract, Amazon Rekognition, and Amazon Connect, the UiPath Platform can boost employee productivity, enhance customer…

Acxiom Announces ConneCXions Portfolio of Digital Transformation Solutions

Solutions unite martech and adtech to improve marketing performance and drive business growth Acxiom, the customer intelligence company whose data-driven solutions create business growth by enabling better customer experiences, announced the launch of ConneCXions, a portfolio of digital transformation solutions that seamlessly combines Acxiom’s 50 years of expertise in martech – including customer data platforms, identity, and ethical data use – with omnichannel adtech applications and a premium publisher network. Acxiom’s…

TechBytes with Chad Engelgau, CEO at Acxiom

How is adtech in 2020 much more closely linked to a CMO’s marketing technology stack? In 2020, we see CMOs seeking more integration between their adtech and martech stacks because their organizations cannot definitively answer how many times each person has received their ad. Marketers want to reach real people with tailored messages that thoughtfully and meaningfully engage them. But, that’s hard when adtech and martech are disconnected, meaning your marketing intelligence is disconnected. For many CMOs, the…

The CXApp Creates ‘No-Touch’ Workplace Experiences With New Platform Features

The CXApp Launches Automated, Contactless Interactions for Its Connected App Experience When offices re-open and employees return to work, technology will be the building blocks for a contactless workplace experience. Creating low-touch, yet highly accessible work environments will be a core principle going forward. The CXApp facilitates a unified workplace where employees have on-demand access to real-time communications and contextual experiences in one app from employee to employee, building to building, campus to…

The CXApp Creates ‘No-Touch’ Workplace Experiences With New Platform Features

The CXApp Launches Automated, Contactless Interactions for Its Connected App Experience When offices re-open and employees return to work, technology will be the building blocks for a contactless workplace experience. Creating low-touch, yet highly accessible work environments will be a core principle going forward. The CXApp facilitates a unified workplace where employees have on-demand access to real-time communications and contextual experiences in one app from employee to employee, building to building, campus to…