Messenger Channel offers, freedom, flexibility Customer experience management pioneers SANDSIV announce a major upgrade to its flagship sandsiv+ platform. Messenger Channel replaces sandsiv+’s popular SMS Channel, adding support for multiple messaging platforms along with a host of other advances. Businesses have long relied on customer surveys to uncover customer sentiment and guide strategic decision-making. But survey instruments must evolve along with consumer behavior if they are to gather timely feedback through the…

AI in Customer Experience: ASAPP Scoops $185 Million Funding to Secure CX Innovations. Leading AI research firm, ASAPP is taking rapid strides in the field of AI-native technology for Customer Experience and Agency Automation. Disruptions caused by COVID-19 pandemic may have proved to be an overwhelming challenge to sustain businesses, But, for some AI leaders with strong business values, they are focusing on attracting funding and planning marketing and customer service expansion in new markets. ASAPP completed $185…

In the last 18 months, we have seen numerous B2B commerce partnerships and M&As in the CX economy that are pushing the envelope on martech. And today, we have an update for CRM specialists who are looking to heighten their results using CRM, ABM and CX Management tools and solutions. 

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…

Recognized for Advanced Data Transformation capabilities and Ease of Use by customers MaritzCX, now an InMoment company, is pleased to announce its solution for Employee Experience (EX) Management was named a “Leader” in The Forrester New Wave: Employee EX Management Platforms For Large Enterprises, Q1 2020 Report. Forrester analysts recognized the company’s EX solution as being a mature EX offering with strong trend analysis capabilities and the ability to make useful recommendations. The report stated, “The solution…

MaritzCX integrated the LivingLens video intelligence platform within its experience management platform and artificial intelligence (AI) suite, giving businesses unprecedented access to customer feedback to deliver tremendous experience management. By getting closer to customer emotions through powerful video “showreels” and AI, businesses are gaining deeper insights about customer feedback and expectations to drive continuous improvement. “There’s little that is more powerful than seeing actual customers relay their…

According to a study jointly conducted by LIMRA and Boston Consulting Group (BCG), Change Management has become the most important challenge in the minds of C-suite executives in the global life insurance industry, followed closely by the need to improve customer experience. Results from the new biennial global survey of C-suite life insurance executives finds a shift in priorities as economic, technological, regulatory and consumer changes press life insurance companies to reassess their business model. Read Also:…

In a market swamped with limitless choice, it's no longer enough for a company to rely on USPs or brand recognition. A company must sell an experience. Despite the mounting evidence that CX done well can deliver tangible results, many companies still aren't getting it. With the March 2019 launch of IdeaCarrot's new web-based CXM platform, business will at last have access to the tools needed to gain true Voice of Customer (VoC) data, and deliver outstanding customer experiences, and do so simply. "The launch of…

New Capabilities in Adobe Experience Manager Enhance Content Agility and Personalization for Marketers and IT Professionals Adobe recently surveyed US consumers, revealing that 51 percent are more likely to make a purchase and 49 percent are more likely to become loyal to the brand if content is personalized. Brands are under pressure to deliver more personalized content to more channels, faster than ever before. This presents challenges for marketing and IT. Adobe unveiled new innovations in Adobe Experience Manager,…

Chad Engelgau VP, Global Identity and Data Product Management, Acxiom Enterprise Customer Data is a critical resource in this age of data-driven marketing. Chad Engelgau, VP, Global Identity and Data Product Management, Acxiom, spoke to us about the challenges in centralizing data and how enterprise customer data could be leveraged to deliver personalization at scale.Tell us about your role at Acxiom and the team/technology you handle. I am the VP of Product and Marketing at Acxiom Marketing Services. My team sets the…

"Marketing is rapidly evolving from just being a creative process to being a data-driven process." Tell us a bit about your professional journey. What drew you to marketing a cloud suite? I spent 9 years at Apple and 17 years in Silicon Valley cloud-based CX startups as a CEO or marketing leader and now I’m at Oracle leading product management for our CX Cloud Suite. I joined Oracle because I saw both tremendous products and people in the CX organization, yet the brand wasn’t well known in the larger CX community. As a…

Acxiom®, announced the Acxiom Audience Cloud™, a self-service tool for accessing Acxiom data that allows marketers to find the right audience for their campaigns, adjust the size, test new segments and distribute audiences throughout the marketing ecosystem via LiveRamp, their preferred onboarder, or native PII-based integrations. Acxiom Audience Cloud, an advanced cross-channel audience management tool enables agencies and marketers to generate audiences at a targeted level, while adhering to applicable privacy rules and…

Leader in consumer insights video technology launches first standalone hub for agencies and DIY brands to bring and manage their own respondents Discuss.io, the leading enterprise-level smart video platform for conversations that count, announced the launch of Respondent Management, an industry-first DIY hub feature for tracking the status of respondents through the process of recruiting, screening, scheduling, incentivizing and interviewing as part of the consumer insight process. Discuss.io's Respondent Management…

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 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 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…

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…

Mintegral, the programmatic advertising platform owned by Mobvista, announced that it has earned the ISO/IEC 27001: 2013 standard certification. By obtaining this certification, Mintegral has exhibited that their information security management and services have met these internationally-recognized standards. ISO 27001 is currently the most authoritative, rigorous and widely used information security management system (ISMS) certification. It performs a full range of assessments from the aspects of organizational…

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…

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…