Service Management Group (SMG), a global customer, patient and employee experience management partner to more than 500 brands, has announced a new customer experience management programme with McArthurGlen Designer Outlets. Europe’s leader in designer outlet shopping chose SMG for its differentiated approach and focus on driving business outcomes. Using the @SMGcustomersat customer experience management platform, @McArthurGlenGRP is capturing and analysing real-time guest feedback from a diverse customer base that spans…

Powered by Company’s Proprietary AI, Intellecta Analyzes 100% of Customer Interactions across Multiple Touch Points, Channels and Languages; And Offers Big Data and Content Management, Automated Quality Assurance/Compliance, and a Range of Analytics in Customer Sentiment, Intents, Trends and Behavior OnviSource announced Company’s continuous success in expanding the capabilities of its Intellecta Multichannel Analytics for intelligently automated analysis of 100% of customer interactions across varied channels. Advantages…

Service Management Group (SMG), a global customer experience, employee experience and brand research partner to more than 500 brands, has been hired by YUKAI Resort to identify customer expectations, uncover key drivers of customer satisfaction and advance the customer experience across the organization. “With experience in a range of industries and a history of success in customer experience management, SMG will help us deepen our understanding of our customers through an advanced voice of the customer program” Founded in…

Company Raises Q4 FY2019 Digital Media Net New ARR Target Adobe will host a financial analyst meeting with investors and financial analysts at its Adobe MAX conference, where Adobe’s executive team will unveil the company’s strategy to expand its leadership in the creative, digital documents and customer experience management categories to drive sustainable, long-term top and bottom line growth in 2020 and beyond. As part of its presentation, Adobe will provide data showing that its total addressable market is expected to…

Where Closed-Loop Feedback Meets Journey Analytics, Iper.Loop Empowers Brands to Detect, Visualize and Address Bad Customer Experiences When It Matters Most iperceptions, a global leader in Customer Experience Management (CEM) solutions, announced the public release of iper.loop, helping brands close the feedback loop with customers in real-time and pinpoint where in the customer journey their customers experience the most friction. iper.loop represents a natural evolution for iperceptions’ Customer Experience Management…

Service Management Group (SMG), a global customer, patient and employee experience management provider to more than 500 brands, has announced a new customer experience management programme with Marston’s, the United Kingdom’s leading independent brewing and pub retailing business, which oversees and operates six breweries, 60 inns and more than 1,500 pubs. Seeking to expand its guest experience programme to reach more pubs and inns, Marston’s has selected SMG to help collect, analyse and share guest feedback across the…

OnePIN receives recognition for innovative technology offerings and unparalleled commitment to customer success OnePIN, Inc., the world's leading provider of Digital User Engagement services for mobile network operators, announced that they have been recognized as one of the "Top 10 Customer Experience Management Solution Companies" in 2019 by CIO Applications Europe magazine. "The success of OnePIN's solutions is evidenced by the tangible and clearly quantifiable results we've delivered to our customers to date. Our…

Service Management Group (SMG), a global customer experience management, employee experience and brand research partner to more than 500 brands, has announced a new customer experience management (CEM) partnership with Casey’s General Stores. The nation’s fourth largest convenience store chain chose SMG for its category expertise and industry-leading professional services. Casey's is a Fortune 500 company that operates 2,100 convenience stores in 16 states across the Midwest. Seeking to measure the in-store experience and…

Binary Fountain Continues to Expand upon Its Customer Experience (CX) and Reputation Management Platform with New Social Media Management, Listings Management and Employer Brand Management Tools. Binary Fountain, a leading provider of customer experience (CX) and online reputation management platform for enterprises, healthcare organizations and small and medium-sized businesses, announced the launch of new customer experience and engagement tools to its CX management platform. The latest updates ensure data accuracy across…

Service Management Group (SMG), a global customer experience management, employee experience and brand research partner to more than 500 brands, has announced a new partnership with global beauty products retailer Sally Beauty. The iconic specialty retailer chose SMG for the actionable insights delivered through its technology platform and industry-leading professional services. Sally Beauty is the world's largest distributor and retailer of salon-quality hair color, hair care, nails, salon and beauty supplies. With more…

Adobe Experience Platform and Marketo Engage Combined with Software AG’s Technology Helps Companies Stitch Customer Data from Across Systems At Adobe Summit EMEA, Adobe and Software AG announced a partnership to help companies transform their customer experience management (CXM) by bringing together customer data from across multiple enterprise systems into a centralized and actionable real-time customer profile. Adobe and Software AG will create integrations between Adobe Experience Platform and Software AG’s webMethods…

Veteran It Leader Will Spearhead Medallia's Rapid Growth Across the Asia-Pacific Medallia, Inc., the global leader in experience management, announced that IT industry expert, Gavin Selkirk, has been named the company's new Area Vice President and General Manager of Medallia's operations in the Asia-Pacific. Following eight years as a Lieutenant in the Australian Navy, Selkirk has enjoyed the past 25 years in the IT industry helping multinational companies grow and expand in Asia and will lead Medallia's accelerated…

Ansira Partners Inc. ("Ansira"), a leading marketing technology and services firm helping brands orchestrate customer experiences in the brand-to-local ecosystem, announced the acquisition of BrightWave, a leading email and eCRM company in the United States. Cited as a best-in-class industry leader by analyst firm The Relevancy Group, BrightWave has an unmatched collection of technology partners, including Salesforce Marketing Cloud, Adobe/Marketo, Oracle Marketing Cloud, and IBM Marketing Cloud, as well as fast-growing…

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…

COPC Inc., a global consulting firm that helps companies improve operations to transform the customer experience, announces its 2019 management training program for call center and customer experience (CX) operations. This year’s calendar features 91 public classes in 18 countries, 29 cities and five languages. Private training is also available by request. “This year, we continue our global reach with our public training, especially in the Asia Pacific region, along with a renewed focus on private training. Working with…

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,…

Leading Gas and Convenience Retailer Taps Intouch Insight to Accelerate Its CX Efforts Intouch Insight Ltd. announced that it has signed an agreement to provide its new LiaCX customer experience management (CEM) software to Parker’s Corporation. Parker’s, a leading gas and convenience retailer based out of Savannah, Georgia, will use LiaCX to support its ongoing commitment to delivering experiences that make its customers’ lives easier. Parker’s is an existing Intouch customer, and one of the fastest growing private…

Brands Can Now Automate and Facilitate Round-the-Clock Customer Service Through Popular Applications Such As Facebook Messenger  botique.ai, an enterprise that specializes in Conversational Artifical Intelligence, is helping companies bolster their customer engagement channels. The company announced the launch of their brand-new AI-Powered ChatBot Platform, empowering brands to add intelligence and conversational features in their customer satisfaction initiatives. One of the key features of botique.ai’s platform is its…

Martech Breakthrough Awards Names Research Technology Leader Inaugural Winner in 2018 Show MarTech Breakthrough, an independent organization that recognizes the top companies, technologies and products in the global marketing technology industry , announced that FocusVision, a full-spectrum insights and analytics technology solutions provider, has won the 2018 MarTech Breakthrough Award for outstanding innovation in customer experience management. “FocusVision already has a stellar reputation for its market-leading…

Lance Rosenzweig Appointed as the Global CEO of the Combined Business, Which Has a Presence Across 66 Business Process Outsourcing Locations, 13 Countries and 6 Continents Aegis, a portfolio company of Capital Square Partners (CSP), and StarTek, Inc., both leading providers of outsourcing and technology services, have announced that they have completed a business combination transaction between the companies to create a leader in customer experience management. Aegis and STARTEK had previously announced that they had…