ACORD Digital Customer Experience Study For U.S. Personal Lines Highlights Value Of Effective And Engaging Insurance Websites

Ongoing trend toward digitization of insurance processes reinforces that delivering quality digital customer experience is key for continuing success in this market ACORD, the global standards-setting body for the insurance industry, today released its Digital Customer Experience Study: US Personal Lines 2021. This most recent version of the ongoing study examined more than 1,250 carriers, InsurTechs and aggregators to assess the industry's overall performance and identify the key strategies and capabilities for delivering…

Valtech Launches Future Studio To Bolster Customer Experience Practice

Valtech's Future Studio launches first Future Studio Storm report and virtual event, focusing on the Future of Customer Engagement Post-Pandemic Valtech, a company relentlessly focused on transforming the customer experience, has been the secret weapon to brands like Audi, Dolby, L'Oréal, and Universal Studios, for more than 25 years. With  51 offices globally and over 3700 people strong, Valtech is a premier partner to the world's biggest brands, offering full stack experience design, business consulting, technology…

Artificial Intelligence For The Customer Experience: e-bot7 Closes Deal With Peugeot Motocycles

Munich, June 15, 2021 (GLOBE NEWSWIRE) -- The deal with Peugeot Motorcycles underlines e-bot7's increasingly strong presence in the French market. The order is the next step for Peugeot Motocycles to improve the customer experience further and to accompany customers along the customer journey in the best possible way. The AI-based chatbot is 100% automated and will be available directly for the customer on the homepage. Marketing Technology News: Algolia Appoints Former Twilio Exec, Bharat Guruprakash, As Chief…

Bollé Brands Selects Alida to Drive Innovation and Growth Fueled by Customer Experience

Alida (formerly Vision Critical), creator of the world’s first CXM & Insights Platform, announced Bollé Brands, a leading eyewear and head protection group, has chosen Alida to help the company drive elevated customer experiences and inform its growth strategies for their sportswear and lifestyle products. Marketing Technology News: Alliance Develops Shared Diversity and Inclusion Goals “Bollé Brands has a rich history of delivering innovative and high-quality products for their customers. This is because they…

MarTech Interview with Bibhakar Pandey, Vice President, Digital Customer Experience at Capgemini North America

“As we continue to grow within an experience economy, the “phygital” (physical + digital) customer experience is going to evolve and become much more mature,’’ shares Bibhakar Pandey, Vice President, Digital Customer Experience at Capgemini North America while sharing a few thoughts on the future of the digital CX and what marketers need to keep in mind: _______ Welcome to this MarTech chat Bibhakar, tell us more about your role at Capgemini and your journey through the years. I am a Vice President and Leader of…

CRMI Honors 33 Service Organizations for Delivering ‘World-Class’ Customer Service; 6 Cited for Certification in Customer…

Customer Relationship Management Institute LLC (CRMI), specialists in driving companies' revenues and profits by implementing Customer Experience (CX) strategies that make CX the most critical component of their DNA (CXDNA), announced that 33 service organizations have qualified to receive the NorthFace ScoreBoard Service Award 2020 for superior customer service. Marketing Technology News:  Avtex Wins 2021 Pandemic Tech Innovation Award CRMI also recognized six companies for engaging employees to meet the rigorous…

CMOs Need to Own the End-to-End Customer Experience. Here’s Why.

Who owns customer experience (CX) at your org? If you’re among the rare few, you may have a Chief Customer Experience Officer sitting at the table. But if you’re like most enterprises, CX has multiple owners, each tasked with curating it for their respective functions — be that marketing, sales, customer success, customer service, and so on. Everyone puts their unique spin on it and as a result, how a customer experiences the brand can feel less than seamless. Marketing Technology News: Vericast Survey: How Deals Play a…

Active.Ai and Glia Partner to Enhance Customer Experiences Through Conversational AI

Active.Ai, a leading conversational AI platform for financial services, and Glia, a leading provider of Digital Customer Service, today announced a strategic partnership; Together, the fintechs are empowering financial institutions to meet customers in the digital domain and support them through conversational AI, allowing them to drive efficiencies, reduce cost and most importantly, facilitate stronger customer experiences. Marketing Technology News: ThoughtSpot Launches Support for Snowpark to Bring the Modern Analytics…

Actual vs. Intended Customer Experience: The Major Disconnect

There’s gap between understanding your customers’ actual service experience and the experience you believe your customers are having. Understanding why this is disconnect is happening, the consequences it has for your business, and how you can solve it are critical during this period of digital transformation. You likely intend for your customers’ issues to be resolved in one customer service channel, but the reality is customers often reach out across multiple customer service channels to get their issue resolved.…

SundaySky Launches Self-Service Video Offerings for Turnkey Customer Experiences from Brands of Any Size

SundaySky, the leading platform for video-powered experiences, today announced the launch of its self-service Editor solution, which allows digital marketers to easily create and modify video experiences (VX) without the technical expertise, time and costs of traditional video production. Brands across retail, banking, healthcare, financial services and other industries have the option to start video experiences from industry-specific templates or from scratch in a self-service editing platform, reducing the barrier of entry…

Come Together At The 2021 Alvaria Customer Experience Conference

Today, Alvaria, a global leader in customer experience and workforce engagement technology solutions, is delighted to announce that registration is open for ACE, Come Together, September 14 - 16, 2021. “I'm looking forward to brand and loyalty expert, Alex Hunter, former head of digital for the Virgin Group sharing his insight with our customers. They'll come away with a better understanding of how to create enduring loyalty with their customers in our fast-paced, highly connected world.” Marketing Technology News:…

RPA Labs Introduces The Future Of Customer Experience For The Shipping Industry

Today RPA Labs announced the release of RPA Engage, the premier logistics conversation AI (artificial intelligence) that enhances customer experiences by automating interactions with customers, vendors, and internal teams. A proprietary combination of conversational AI, machine learning, natural language processing, and a built-in language library of logistics terminology allows RPA Engage to answer any logistics inquiries including: Spot Quotes Track & Trace Sailing Schedules Customer Service Inquiries…

Mashreq Bank Selects Kore.ai to Elevate Customer Experience Through Conversational AI

Kore.ai, a top conversational AI software company, announced its partnership with Mashreq Bank, one of the leading financial institutions in the UAE, to enhance digital engagement and support for customers through conversational AI. Known for being first to market with customer service technology innovations, Mashreq will use Kore’s BankAssist virtual assistant product to provide personalized self-service and enable faster resolution of customer queries in both Arabic and English. Marketing Technology News: Alliance…

Contentsquare Partners with Accor On Customer Experience

Contentsquare, the only complete experience analytics company is partnering with world-leading augmented hospitality group Accor to support the lifestyle brand deliver on its audacious digital strategy. Marketing Technology News: Loop Insights Rebrands As Fobi AI To Unify Messaging And Branding With Next Phase Of Enterprise… “We’re thrilled to be working with a disruptor like Accor, who is not only raising the bar on digital customer experience but is using this transformation to revolutionize an entire industry”…

Ada Unveils ACX-PO: First Global Conference Dedicated to Evangelizing Automated Customer Experiences (ACX)

Inaugural conference includes featured speakers Daymond John and Ally Love, as well as automation best practices from best-in-class CX teams at Square, Mailchimp, Freshly, Litebit, and more Ada, the leader in Automated Customer Experience (ACX), today announced ACX-PO, its first annual global conference to be held virtually on June 17, 2021. ACX is an emerging category and strategy for Customer Experience (CX) leaders. This event will gather over 500 attendees to better understand the automation-first…

Boomtown Launches CXMEngine for End-to-End Customer Experience Management

Boomtown, the customer experience management company, announced the general availability of their new flagship CXM platform, CXMEngine. CXMEngine starts where CRM systems end, enabling enterprises to orchestrate customer journeys across existing systems seamlessly. The result is an end-to-end solution that helps enterprises increase NPS and drive lifetime customer revenue by deepening relationships. Marketing Technology News:  Avtex Wins 2021 Pandemic Tech Innovation Award "By leveraging CXMEngine, enterprises can…

Customer Experience Software to Drive your Customer Experience Goals

Customer Experience (CX)  - Lets Define CX first. Customer Experience (CX) is an intangible concept, but we can sum it up as the experiences that people have during their entire tenure with any given product or service. This pertains to enterprises as well. While good impressions can win you a love and trust from many, a bad experience will turn the customers down and turn the collaborators into competitors. Customer experience software and CX tools offer actionable insights about customers and enterprises. In a world…

Merkle’s Global Executive Summit 2021 Presents Customer Experience Transformation: The Formula For Success

Merkle, a leading technology-enabled, data-driven customer experience management (CXM) company, announced the featured speakers for its Executive Summit, being held virtually June 15-16, 2021. The annual conference provides organisations the tools to achieve a total customer experience by connecting experiences across marketing, sales, commerce, and service. The theme for this year's event is The Formula for Customer Experience Transformation, which is inspired by Merkle's 2021 Customer Experience Imperatives. Sessions,…

Ping Identity Achieves FAPI-CIBA Certification to Help Companies Gain Financial-Grade Security and a Better Customer Experience

Ping Identity , the Intelligent Identity solution for the enterprise, showcases a continued commitment to open standards through the achievement of the Financial-grade API Client Initiated Back-Channel Authentication (FAPI-CIBA) certification. This certification enables enterprises to improve the consumer experience during authentication and authorization for financial transactions. FAPI-CIBA is a security and interoperability standard from the OpenID Foundation for financial, insurance, healthcare, and other…

Forrester’s US 2021 Customer Experience Index Shows Companies That Revamped Experiences Excelled During The Pandemic

According to Forrester's US 2021 Customer Experience Index (CX Index™) rankings, 21% of brands saw a significant score increase compared to 2020. The pandemic forced brands across industries to change their approach to customer experience suddenly. As the coronavirus crisis worsened, brands responded to evolving customer needs with digital transformation, new shopping options, and different ways to interact with customers that emphasized safety. The increase in scores can be attributed to the goodwill the brands built with…