IBM Helps Audi UK Reimagine the Digital Customer Experience

Online sales inquiries increase 59%; car buying experience puts prospective customers in the driver's seat IBM and Audi UK, one of the world's leading premium automotive manufacturers, collaborated to redesign Audi's website to deliver a far more engaging digital customer experience. During the course of 2020, Audi has seen a 59% increase in UK online sales inquiries despite an almost 30% industry decline in new UK car sales during the pandemic. With 90% of its car purchases starting online, Audi UK turned to IBM iX, the…

Global Ecommerce Consumer Survey Compares Shopping Habits, Fraud Worries, Customer Experience Expectations

Sapio Research study conducted by ClearSale shows which consumers are most comfortable with cross-border shopping, most worried about online fraud, and most likely to abandon a merchant after a false decline International fraud protection leader ClearSale is pleased to release an extensive analysis of its five-country study on consumer attitudes commissioned from Sapio Research titled, 2021 Global Ecommerce Consumer Behavior Analysis. The analysis shows merchants how online shoppers in the U.S., U.K., Canada, Mexico and…

Bright Pattern Notes Companies Taking New Innovative Approaches to Customer Experience Since the COVID-19 Pandemic

In line with recent research from McKinsey and IBM, Bright Pattern sees companies finding smarter ways to operate, increasing digital and mobile channel adoption Bright Pattern, a leading provider of AI-powered cloud omnichannel contact center software, has seen new approaches taken to mitigate the recent challenges from COVID-19 and increased acceleration of innovative digital approaches to better serve customers. McKinsey recently reported that digital channel adoption was vaulted forward 5 years in a span of only 8 weeks…

Milsoft Expands Its Relationship with SugarCRM to Deliver on Customer Experience for Utilities

SugarCRM Inc., the innovator of time-aware CX, announced that Milsoft Utility Solutions, a utility software solution provider to more than 1,100 utilities, consultants, universities, and research labs, is expanding its relationship with Sugar to leverage a unified CRM and Service platform to better serve customer needs. Based in Abilene, Texas with facilities in Florida and Missouri, Milsoft develops, sells and supports an industry-leading Engineering and Operations (E&O) System for electric utility planning,…

Informatica Transforms Customer Experience in a Cloud-First, Cloud-Native World

Company Announces Industry's First "All-In-One" Enterprise Scale Master Data Management SaaS Solution Informatica, the market leader in enterprise cloud data management, announced the industry's first enterprise-scale cloud-native Customer 360 SaaS solution, a game changer for Customer Experience (CX), designed to help enterprises rethink and reimagine how they deliver a CX in a post-pandemic, digital-first, cloud world. "Today's customers demand a digital-first experience that delivers the highest satisfaction," said …

McColl’s Retail Group Launches Customer Experience Management Programme With SMG

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 McColl’s Retail Group. The leading convenience chain is working with SMG to collect, manage and analyse customer feedback across its large estate. McColl’s Retail Group operates a network of convenience stores and newsagents that provides essential groceries and services to more than 1,400 neighbourhoods across the United Kingdom.…

Sangoma Commended by Frost & Sullivan for Delivering Exceptional Customer Experience with its Wide Portfolio of UC Solutions

Based on its recent analysis of the North American Unified Communications and Collaboration (UCC) market, Frost & Sullivan recognizes Sangoma Technologies Corporation with the 2020 North American Competitive Strategy Leadership Award. Sangoma's unified communications (UC) portfolio includes the two most popular open-source private branch exchange (PBX) platforms. Sangoma both supports the open-source community and incorporates the shared innovation into its own solutions, including its SwitchVox hosted UC service.…

Flight Centre Travel Group Transforms its Customer Experience with K2 Cloud

Nintex, the global standard for process management and automation, announced that Flight Centre Travel Group, one of the world's largest travel agencies, has successfully leveraged K2 Cloud to help improve its operational efficiencies and digitally transform its customer experience. Flight Centre Travel Group, with a vast global sales network, received an overwhelming number of cancellation requests in 2020 as a result of the pandemic. The company needed to find a fast and more efficient way to support its customers…

Birdeye Recognized as Market Leader in Customer Experience

For the 12th consecutive quarter, Birdeye, the all-in-one customer experience platform, has been named the overall leader in customer experience and online reputation by G2. In total, Birdeye won 165 awards in 12 categories. These include: Overall Leader in Online Reputation, Experience Management, SMS Marketing, Live Chat, Local SEO, Local Listing Management, Mobile Marketing, Conversational Customer Engagement, Customer Advocacy and Local Marketing Marketing Technology News: Rajeev Singh Rathore Joins RingCentral…

REPAY and LiveVox Announce Partnership to Enhance Customer Experience and Improve Agent Performance

Repay Holdings Corporation, a leading provider of vertically-integrated payment solutions, announced a technology integration with LiveVox, a next-generation contact center platform. The partnership further enhances the LiveVox customer experience by providing additional digital payment options and processing capabilities in either self-service or agent-assisted transactions. LiveVox provides companies with a unified approach to creating personalized customer conversations by offering seamless integration capabilities…

Merkle Releases 2021 Customer Experience Imperatives

E-book provides guidance to businesses navigating rapidly changing customer needs and expectations through customer experience transformation Merkle, a leading technology-enabled, data-driven customer experience management (CXM) company, has unveiled its 2021 Customer Experience Imperatives, a guide to businesses navigating data and digital transformation to meet rapidly evolving customer needs and expectations. For the past 10 years, Merkle’s annual Imperatives have helped steer businesses through the changing digital…

Quadient and Duck Creek Technologies Collaborate to Accelerate Customer Experience Management Capabilities for Insurers

Quadient and Duck Creek Technologies Collaborate to Accelerate Customer Experience Management Capabilities for Insurers Quadient, a leader in helping businesses create meaningful customer connections through digital and physical channels, announced that it has partnered with Duck Creek Technologies Inc., a global provider of SaaS-delivered enterprise software to the property and casualty insurance industry. The collaboration will boost the digital transformation initiatives of insurance organizations by integrating…

Jackman Expands Customer Experience Design

Jackman, North America's leading customer engagement reinvention company, announced an expanded Customer Experience Design (CX Design) offering focused on rapid innovation and deepening customer engagement. Due to the pandemic and the need for immediacy in satisfying customers' quickly changing needs and expectations, and as a result, the pressure to quickly adapt that many businesses are experiencing, CX Design has become a critical component of broader business strategy development and activation. This pressing need,…

Predictions Series 2021: Five Customer Experience Trends to Watch in 2021

2020 changed the way we look at things. To deliver a great customer experience in 2021, you’ll need to understand how customer perceptions are evolving. Knowing these trends can help you meet customers where they are in the year ahead. As this bizarre and uncertain year comes to a close, it’s a good time to step back and look at how the past several months have affected customers and changed the way we do business. It’s also a great time to consider how these changes might carry forward into the year ahead and reflect on…

Nuvi Established as Leader in Social Customer Experience in 2020

Nuvi becomes industry-leading social analytics and customer experience platform, empowering enterprise marketers and brands to resolve collapses in customer experience and underlying causes of customer churn At the beginning of 2020, Nuvi repositioned their brand as a holistic social customer experience platform followed by a series of monumental innovations in social data analytics and collaborative cx tools for enterprise businesses. At the base of Nuvi's innovation lied the release of the anticipated Nuvi Language…

Former Oracle Executive Joins SurveyMonkey To Grow Customer Experience Business in EMEA

Based in Dublin, Graham Douglas will help expand the adoption of the company’s multi-channel agile CX solution, the GetFeedback platform SurveyMonkey, a leader in agile software solutions for customer experience, market research, and survey feedback, announced former Oracle executive Graham Douglas has joined SurveyMonkey as vice president of CX sales in EMEA. With more than one third of SurveyMonkey’s revenue coming from customers outside of the United States, and a significant portion of that coming from Europe, Douglas…

Lifesize Augments Cloud Contact Center Capabilities and Application Integrations to Deliver Enriched Omnichannel Customer Experience

Enhancements to CxEngage platform and integrations with industry-leading applications improve automation and intelligence, agent productivity, workforce optimization and reporting Lifesize, a global innovator of immersive enterprise communication solutions, announced a bevy of new features and integrations for the Lifesize CxEngage contact center-as-a-service (CCaaS) platform. Ranging from conversational AI to reporting capabilities, these enhancements enable contact center agents to be more effective in their work and…

Verint Announces Automation Solution to Improve Retail Banking Customer Experience

Seamless Integration in the Cloud Combines Branch Workforce Management and TimeTrade’s Powerful Online Scheduling to Improve Productivity and Operational Efficiency Verint Systems Inc., The Customer Engagement Company, announced an integration of its Cloud branch workforce management solution, CloudCords™, with TimeTrade Scheduler to streamline online appointment scheduling in retail banking. TimeTrade Systems, Inc. is a leading provider of online intelligent appointment scheduling software. Verint Branch Workforce…

Emma Selects Signifyd to Fight Fraud and Protect the Customer Experience

Adopting a guaranteed fraud protection model removed friction and frustration from the mattress brand’s buying experience International mattress brand Emma has selected Commerce Protection Platform provider Signifyd to help fuel its ongoing and dramatic growth as it continues on its mission to provide the world with a better night’s sleep. The direct-to-consumer mattress brand saw Signifyd as the ideal revenue optimization solution for its United Kingdom market given the two companies’ intense focus on providing an…

SugarCRM Brings Companies Cloud-Based Customer Experience (CX) Solutions on AWS

SugarCRM Inc. deepened its commitment to cloud-based customer experience as an Amazon Web Services (AWS) Advanced Technology Partner within the AWS Partner Network (APN). Sugar recently launched a new integration with Amazon Connect, an easy-to-use omnichannel cloud contact center that helps companies provide superior customer service at a lower cost. AWS is a strategic component of Sugar’s time-aware CX platform, enabling scalability, security and accelerated innovation. Marketing Technology News: Cisco To Acquire…