Khoros and Medallia Partner to Provide Brands with the Most Complete View of their Customers and Enhance Customer Experience

Khoros, a global leader in digital-first customer engagement software, today announced it has partnered with Medallia (MDLA), the global leader in experience management. Marketing Technology News: Vestorly Secures New Round of Financing To Increase Product Offerings The partnership will combine the power of Khoros’ best-in-class solutions for digital customer service (including messaging and chat, online brand communities, and social media management) with Medallia’s customer feedback management software to capture the…

Retailers Increasing Focus on Humanizing the Digital Customer Experience: Benchmark Report Shows Steady to Growing Investment in Digital…

Key Takeaways 93% of retailers making website top priority during Pandemic. 86% reported increase their ecommerce website budget during Pandemic   81% report personalization as key focus right now compared to 55% pre Pandemic.  71% of retailers report brand authenticity is a key driver in online success.  iAdvize, a leading conversational platform solutions provider serving more than 2,000 brands in 100+ countries, today announced the results of a study that surveyed more than 100 US retail…

Farrow & Ball Appoints Kin + Carta Connect to Upgrade Digital Customer Experience and Ecommerce

Global digital transformation agency Kin + Carta Connect has been appointed by Farrow & Ball, the eco-friendly paint and wallpaper company, to future proof its website and ecommerce experience. Farrow & Ball has seen online sales surge since lockdown and engaged Kin + Carta Connect to maintain momentum. As an Episerver Gold partner, the agency will use its platform expertise to initiate a continuous improvement strategy. As well as optimizing the Customer Experience, Kin + Carta Connect will introduce new…

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…

Verint Introduces Digital Behavior Analytics to Understand How Customers Navigate Digital Properties and to Enhance the Quality of Customer…

Organizations Gain Newfound Visibility into Customer Journeys to Speed Issue Resolution and Improve Business Outcomes Verint Systems Inc., The Customer Engagement Company, announced the addition of Digital Behavior Analytics to its Experience Cloud solution, creating a deep, insightful, and comprehensive view of digital customer interactions. The new solution captures and tracks millions of clicks, gestures, taps, and other actions so organizations can see and analyze how customers navigate digital properties, automate how…

Medallia and Five9 Partner to Provide Call Center and Customer Experience Leaders With Rich Insights

Seamless integration provides real-time and post-call customer feedback and actions that lead to exceptional customer engagement and experience Medallia (MDLA), the leader in experience management announced a partnership with Five9, a leading cloud contact center provider. The two companies will deliver a seamless integration between the Five9 Intelligent Cloud Contact Center and Medallia Experience Cloud - providing real-time feedback and analytics on call center interactions and customer engagement. “Customers want to…

Lessor Group Counts on Agillic to Personalize Customer Experiences

Omnichannel marketing software company Agillic is going to support Lessor Group in building data-driven and personalized communication. The company offers payroll and HR solutions and operates internationally. It has made customer-centricity a strategic priority in its efforts to attract new customers, increase customer loyalty, and maximize the customer lifetime value. In recent years Lessor Group has transformed its business from a primarily product-oriented company towards a customer-centric organization. Relevant and…

SurfStitch Launches Its Own App to Enrich Customer Experience

Australian coastal lifestyle brand expands their digital channels through partnership with Tryzens and Poq. SurfStitch, the Australian based coastal lifestyle platform, has launched their own brand-new app in partnership with digital commerce agency Tryzens and appCommerce platform Poq to enhance the experience for their loyal following of customers and support their digital flagship. The new app provides an intuitive experience for customers that is uniquely SurfStitch while also leveraging new features such as shoppable…

National Debt Relief Delivers Empathetic Customer Experiences By Leveraging Contact Center AI from Observe.AI

Speech Analytics and Contact Center AI Improve Experiences for Both Clients and Agents Observe.AI, a leader in Contact Center AI, announced that its platform has enabled National Debt Relief (NDR) to improve customer experience, automate quality assurance, and provide better coaching to its front-line agents. NDR, one of the country’s largest and most reputable debt relief companies, leverages the Observe.AI platform to analyze 100% of call interactions and automatically surface key areas of concern for customers while…

Servion Global Solutions and Jacada Join Forces to Build Automation-First Contact Centers & Deliver Effortless Customer Experiences

Jacada, Inc., a pioneer of intelligent customer service automation, has announced its newest strategic partner, Servion Global Solutions, a leading Contact Center and Customer Experience (CX) solution provider headquartered in Princeton, NJ. The partnership enables Servion to resell, deploy and support Jacada’s entire customer service automation portfolio globally. Businesses continue to compete on customer experience more so than on price or product. The pandemic has only exacerbated the challenges for laggards…

Aceyus to Support Verizon’s Unified Communication and Customer Experience Platform, Custom Built for the Social Security…

New alliance between Aceyus and Verizon allows both SSA employees and the public to benefit from a streamlined, all-encompassing UC/CX platform Aceyus Inc., a leading provider of customer experience solutions specializing in enterprise-level data management and reporting, is proud to announce the integration of its technology and consulting services with Verizon to support the telecommunication leader's Unified Communication (UC)/Customer Experience (CX) platform for the Social Security Administration (SSA). Introduced as…

MGM Resorts Builds Customer 360 with Amperity’s CDP to Redefine Customer Experience and Marketing

Amperity-Powered Data Foundation Brings Trust & Accessibility to Customer Data MGM Resorts has deployed Amperity's leading enterprise Customer Data Platform to power first-party identity resolution and provide access to data and insights that were previously unavailable, opening up new ways to personalize their customer experience. MGM partnered with Amperity as a foundational part of their five-year digital transformation plan, replacing older systems where customer data took days to access and was often…

Delivering Better Customer Experience Using Customer Data Management

If there is one thing that has strengthened during the COVID-19 pandemic is our reliance on technology. Even more so, smart technology, also referred to as SmartTech in the modern business parlance. In the business world, the pandemic brought limitations in the form of a reduced workforce and resources. The year 2020 also tightened the corporate world’s take on smart decision-making in relevance to objectives and functionality. Right from the front, the decisions have been well calculated, well carried out, and in the…

Customer Experience Emerges as 2020 Bright Spot: Consumers See Positive Shift in Service and Signal Increasing Digital Engagement

Survey of more than 4,000 consumers from the US, UK, France and Germany shows organizations making strides in CX despite challenging times; points to rise in use of online options Sixty percent of consumers report improvements in customer experience (CX) since the pandemic, indicating businesses recognize the importance of CX and are responding. Telephone and email remain prevalent with digital gaining momentum as consumers plan to increase usage of chatbots, virtual agents and self-service, even post-pandemic.…

New Cooperation: CRIFBÜRGEL and IDnow Improve Customer Experience in Digital Onboarding

CRIFBÜRGEL and IDnow, a leading provider of Identity Verification-as-a-Service solutions, announce their cooperation in the field of digital onboarding. With the growing demand for digital identification, IDnow and CRIFBÜRGEL are taking the next step together towards a simple, fast and fully digital onboarding. CRIFBÜRGEL is now integrating IDnow's solutions into its PHYON onboarding platform to offer customers a seamless, simple process. IDnow's identification methods perfectly complement the innovative concept of…

Khoros Launches 2020 Autumn Innovation Release, Delivering AI-Powered Human Connection Across the Digital Customer Experience

Khoros, a global leader in digital-first customer engagement software, announced its 2020 Autumn Innovation Release to bring the power of human connection to every customer’s digital journey. Product features launching in this release include new channels, experiences, and connectivity in the Khoros platform to manage teams and communities more effectively, including: Events and Slack integration in Khoros Communities; email support and expanded AI capabilities in Khoros Care; and unified organic and paid social media…

Anne Stagg Named UK CEO for dentsu’s Customer Experience Management Offering and the First CEO of Merkle UK

dentsu UK & Ireland has announced the appointment of Anne Stagg as the CEO of its Customer Experience Management Line of Business (CXM), and the first UK CEO of Merkle. Anne will lead a business of 940 people at Merkle while also overseeing delivery across dentsu’s CXM Line of Business which incorporates data and analytics, CRM, commerce, media, digital experience services and B2B. She will ensure that dentsu’s data and digital transformation capabilities are combined to create the market’s leading customer experience…

Prime TSR Launches Customer Experience 360 Campaign

Prime TSR launches a new marketing campaign focused on using modern technology and business thinking to drive superior customer experiences. The campaign will include interviews with the Prime TSR executive team and covers topics such as predictive analytics, CRM, unified digital experiences, call center technology, and voice and chatbot technology for customer service. Marketing Technology News: Adform Becomes the First DSP to Fully Integrate with BritePool to Solve for Third-Party Cookie Elimination “We’ve been helping…

Zeta Launches Customer Data Platform, CDP+, to Help Marketers Provide an Elevated Customer Experience

Zeta, a data-driven marketing technology company, announced the launch of CDP+, a new customer data platform designed to help marketers across industries deliver an elevated, omnichannel customer experience. CDP+ provides marketers with a customer view enriched with Zeta’s proprietary live-signal data and predictive AI scoring to determine the best marketing personalization strategy. As a result, CDP+ is able to obtain an accurate, actionable view of every single customer in its network, allowing marketers to achieve…

Ingram Micro Appoints VP of Customer Experience

Executive Focus and Continued Investments Demonstrate the Growing Importance Ingram Micro Places on the Employee, Customer and Partner Experience #ONEIngram Ingram Micro Inc. is pleased to share the appointment of U.S. sales leader Tyler Coughlan to vice president, Customer Experience for the U.S. business. In this new role, Coughlan is tapping into his 23 years of engaging with Ingram Micro channel partners locally and globally to find ways to further differentiate the experience for Ingram Micro employees (EX),…