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Medallia Partners with Adobe to Deliver Complete View of End-to-End Customer Experience Journey

Real-Time Customer Journey Profiles Empower Brands to Take Actions that Drive Loyalty & Increase Purchase Frequency Medallia, Inc., the global leader in experience management, announced an integration between Medallia Experience Cloud and Adobe Experience Platform (AEP) that gives brands comprehensive insights into the complete customer journey to deliver highly personalized real-time experiences that increase purchase frequency. Customer feedback from Medallia Experience Cloud seamlessly integrates with behavioral…

Vortex Companies Launches New Website, Improves Customer Experience

The Vortex Companies announced the launch of its new website, vortexcompanies.com, a testament to the company's growth that showcases its trenchless infrastructure services and trenchless rehabilitation products. The new website features an upgraded, streamlined design and is meant to provide a better user experience for customers seeking information about Vortex and its capabilities in providing trenchless technology solutions. Marketing Technology News: Incubeta Launches Free Advisory Sessions to Brands "As both …

Performance Management to Increase ROI, Employee Engagement and Customer Experience

Frost & Sullivan's brief highlights that PM tools that make agents' jobs simpler and allow them to better connect and serve customers will ultimately impact CX A differentiated customer experience (CX) is at the heart of service delivery in the contact center industry. Businesses are acknowledging that one of the best ways to achieve this ideal end state is to create an engaged and happy workforce. This has resulted in a surge in the demand for performance management (PM) solutions that can help agents better serve…

maaiiconnect: How to Transform Customer Experience With Technology

Happy customers drive sales. Recent research finds that customers are willing to pay more for a better customer experience (CX). As customers are no longer only comparing products and prices, CX is the key differentiator that businesses are competing on. But investing in the right software to improve CX isn't easy when people take into account customer interactions across various channels and touchpoints. 96% of people think businesses need to improve communication. Many brands are failing or falling behind due to poor touch…

Sitel Group Report Reveals Customer Experience Reigns As Brand Loyalty Driver Through the Pandemic

The 2020 CX Index Survey, and subsequent COVID-19 CX Index Pulse Survey, finds the pandemic prompted the majority of consumers to switch to online shopping with 57% vowing to continue this trend beyond the pandemic Prior to COVID-19, just over half (54%) of consumers reported having a better experience shopping online; however, after facing nearly three months of COVID-19, 76% of consumers moved to online shopping for items they would typically buy in store. What's more, 57% of those consumers plan to continue buying…

Creating the Best E-commerce Customer Experience with Design

As e-commerce sales skyrocket, all businesses are looking for ways to grow their sales by relying on the limited channels at their disposal. According to Salesforce, Q1 e-commerce sales in 2020 received 20 percent revenue growth, compared to 12 percent in Q1 of 2019. In particular, there was a 41 percent spike in digital revenue during the final 15 days of the quarter. Customers are frequenting websites for everything, from groceries to family-friendly games. A poorly-designed e-commerce site that is difficult to…

Mindful Chef Selects the Vonage Contact Center to Transform Customer Experience

 Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation, today announced that healthy recipe box company, Mindful Chef, has chosen the Vonage Contact Center to better serve its customer-base following a 452 percent increase in customers. With more than 123,000 customers, Mindful Chef delivers pre-portioned ingredients and fresh meat, fish and produce sustainably sourced from small award-winning British farms. Mindful Chef enables customers to cook nutritious meals in…

Mindful Chef Selects the Vonage Contact Center to Transform Customer Experience

Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation,  announced that healthy recipe box company, Mindful Chef, has chosen the Vonage Contact Center to better serve its customer-base following a 452 percent increase in customers. With more than 123,000 customers, Mindful Chef delivers pre-portioned ingredients and fresh meat, fish and produce sustainably sourced from small award-winning British farms. Mindful Chef enables customers to cook nutritious meals in under 30…

Vonage Enables Omnichannel Customer Experience for Koopid

Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation, has announced that Koopid, the next-generation, AI-powered customer experience orchestration platform, has chosen Vonage to grow their customer base and enhance customer experience at a time when customer experience is more important than ever. Koopid, an AI-powered self-service customer experience platform, designed to enable seamless self-service customer journeys, will use Vonage to integrate voice chat, SMS,…

Multinational BPO ContactPoint 360 Expands Global Footprint With New Customer Experience and Technology Campus in Athens, Greece

Offering Affordable, High-Tech CX Solutions to European Clients ContactPoint 360 announced the opening of a new state-of-the-art Customer Experience Center and Technology Solutions facility, including a 500-seat contact center and CX technology lab in Athens. The new campus will deliver end-to-end CX technology solutions to the European marketplace and provide omnichannel contact center services. The Global Contact Center Operator, ContactPoint, 360, Inc., based in Toronto, Canada with locations in North America, South…

Journey Unveils Award-Winning Trusted Identity Platform, Fundamentally Transforming Customer Experience

Journey has designed a completely new approach to solving the digital identity challenge throughout every customer interaction using an innovative network and platform Journey is announcing a new way to verify customer identity and secure digital customer interactions using an award-winning and patent-pending "Zero Knowledge" network-based approach. It is the first and only platform that solves for privacy, security, and customer experience simultaneously, which unlocks huge improvements in customer satisfaction, fraud…

Three Dials Up Customer Experience with Yext Answers

Yext, Inc., the Search Experience Cloud company, and Three, one of the UK's leading mobile networks, announced significant improvements to Three's online customer experience since integrating Answers, Yext's revolutionary site search product. Three, one of the first UK brands to enhance its website experience with Yext Answers, set out to make it easier for customers to find answers to their questions via the website for improved customer service accessibility. In the first two weeks of implementing Yext Answers,…

Three Ways the COVID-19 Pandemic is Shaping the Future of Customer Experience

As the COVID-19 pandemic is keeping many of us in our homes, the future of Customer Experience in online shopping is a big predicament for all e-commerce brands. As the COVID-19 pandemic is keeping many of us in our homes for the foreseeable future, online shopping has become the go-to way Americans are getting essential (and non-essential) items. In fact, the volume of online shopping increased by 25% since the start of March. But, with difficulty getting delivery time slots for groceries and slower shipping times for…

3 Unexpected Business Benefits from an Excellent Customer Experience

As a CEO, a million things command my attention every day. Hiring great people, keeping an eye on the market, looking ahead for potential challenges, managing finances, reporting to the board...but in spite of all of the day-to-day tasks, customers are always top of mind. How to deliver a great customer experience is increasingly a hot talking point for many companies, but unfortunately, many companies still don’t understand “why” CX is so important. A great customer experience is the largest and most efficient growth…

Honoring Consumer Privacy is Paramount to Successful Customer Experiences

Companies have emerged with solutions to create more personalized and meaningful brand experiences for their customers. To reach these greater levels of customer experiences, they are collecting more data than ever. Protecting and securing this data is table stakes in establishing consumer trust. But what’s often missed is making sure to always honor the consumer’s privacy in the process. Just because the data can be used doesn’t mean it should be used. We should always consider The Golden Rule of Data (which I’ve written…

Katalyst Technologies Inc. Launches Sales Katalyst For Enhanced B2B Customer Experience

Katalyst Technologies Inc., a leader in catalyzing digital transformation for enterprises, announced the launch of Sales Katalyst, a comprehensive solution for ecommerce businesses enabling them to integrate with any ERP system seamlessly. The solution will be a breakthrough to retail firms seeking a user-friendly platform to meet the needs of sales teams while feeding them real-time data. Sales Katalyst establishes a digital thread between businesses and their clients to help eliminate order errors, lessen customer service…

Druva Recognized as Leading Solution for Customer Experience with 88 NPS Score

Proactive support and passionate customer base helps Druva secure industry-leading certified score in recognition of customer service excellence Druva, Inc., the leader in Cloud Data Protection and Management, today announced the company has been recognized for its outstanding customer experience as Druva received an industry-leading certified NPS score of 88. In addition, the company was awarded the NorthFace ScoreBoard Award by the Customer Relationship Management Institute (CRMI) for the second consecutive year,…

AWS Is Preferred Cloud Provider for Genesys Cloud Customer Experience and Contact Center Platform

Powered by AWS, Genesys Cloud improves customer engagement for companies of all sizes worldwide Today, Amazon Web Services, Inc., an Amazon.com company, announced that Genesys has selected AWS as the preferred cloud provider for Genesys Cloud, an all-in-one solution and leading public cloud contact center platform. Organizations around the world use the platform to manage and improve customer relationships across any channel, including voice, text, web chat, and social. Genesys Cloud is built on and relies upon AWS’s…

New Verint Research Shows Which Banks Deliver on Customer Experience During Pandemic

Digital and Online Banks Lead the Verint Experience Index, Earning Top CSAT and NPS Scores, in the Midst of Physical Distancing, Financial Upheaval Consumer banking behaviors have changed radically as a result of the COVID-19 pandemic. The findings of new research announced by Verint Systems Inc., The Customer Engagement Company, show which banks have maintained and even improved customer satisfaction during a time of market disruption. Marketing Technology News: Leading Contextual Advertising Company Media.net Joins IAB…

Forrester’s US 2020 Customer Experience Index Reveals CX Quality Improved Dramatically Over The Past Year

27% Of Brands And Nine Industries Achieved Significantly Higher Scores; CX Differentiation Is The Key To Post-Pandemic Success According to Forrester's US 2020 Customer Experience Index (CX Index™) rankings, 27% of brands improved their CX Index scores over the past year, a significant jump compared to previous years marked by minimal gains. Factors contributing to the increase in scores this year include CX professionals prioritizing high-impact projects, securing executive buy-in, evangelizing CX projects across the…