Understanding Personal Experience: The Missing Link in CX

You’ve spent countless hours mapping your customer journey. You’ve aligned with Product, Sales, with Customer Success, and Ops to architect the twisting winding path your prospective customers take as they interact with your brand. You’ve taken that journey and outlined the experience each team is responsible for and mapped the sentiments a customer feels as they interact and engage with the members of your team. It looks good on paper. But is that exercise enough to deliver a differentiated full personal experience to…

Study: Consumers Expect Control, Omnichannel Experiences and Personalized Customer Service this Holiday Season

More than two-thirds of U.S. consumers expect to do their holiday shopping online this year, while 60% also anticipate hitting brick-and-mortar stores, reflecting a preference to use multiple retail channels, according to an SAP SE sponsored survey by online market research firm Dynata. Consumers Want the Freedom to Control Their Own Brand Experiences With the rise of digital channels and self-service options, shopping has become more complex, and consumers have increasingly taken charge of their experiences with brands.…

Sitecore Makes AI-Powered Auto Personalization a Standard Feature of Industry Leading Digital Experience Platform

Announces availability of award-winning Sitecore AI Auto Personalization and content delivery advancements during Sitecore Symposium Sitecore, the global leader in digital experience management software, announced Sitecore Artificial Intelligence (AI) Auto Personalization Standard will be available as part of Sitecore Experience Platform 10 (XP) for customers beginning in early 2021. This innovation expands the availability of Sitecore AI and brings the power of quick and simple personalization to customers, without…

Australian Football League Selects Movable Ink to Power Innovative Fan Experiences With Personalized Creative

Partnership enables AFL to generate real-time personalized creative through email based on behavioral and contextual data Movable Ink, the leading software company powering data-activated and creative personalization for the world’s largest brands, announced it has been selected by the Australian Football League (AFL) for its platform. “The AFL is delighted to become the first Australian sports league to join the Movable Ink family,” said Trishan Naidoo, Digital Marketing Lead at the AFL. “This partnership…

Ethiopian Airlines Taps AI’s Predictive Power to Personalize Passenger Experiences and Grow Revenue

Leading Airline Improves Sales Conversions by 50%, Gains an All-New Window Into Online Customer Behaviors and Interests With Genesys As passengers scoured Ethiopian Airlines' website to adjust or cancel flight itineraries amidst COVID-19 travel restrictions and bans, its contact center agents knew precisely how and when to intervene. Genesys Predictive Engagement, an application that leverages artificial intelligence (AI) and machine learning, helped the airline use real-time statistics and data to engage passengers in…

Datonics Launches Audience Insights: A New Shopify App For Merchants To Create Personalized Shopping & Marketing Experiences

This unique app provides access to data on over 90% of U.S. and Canadian shoppers Leading online data marketplace Datonics has launched Audience Insights, a new app designed for merchants and available for download through the Shopify app store. Audience Insights is the only app on the Shopify app store to offer merchants a view into their customers, allowing merchants to create more personalized shopping and marketing experiences. Marketing Technology News: Slintel Raises $4.2M in a Funding Round Led By Accel…

Litmus Launches New Features to Streamline the Creation of Personalized Brand Experiences

New capabilities empower marketers to create personalized, agile, and scalable brand experiences Litmus, a leader in email marketing, announces new capabilities to empower marketing teams to create personalized brand experiences quickly without any additional resources or headcount. New capabilities include Dark Mode Detection, tools for brand consistency and advanced user permissions, and additions to the Email Previews testing suite. Now, practitioners can utilize advanced insights to make data-driven segmentation and…

Helly Hansen Delivers Personalized Experiences to Outdoor Enthusiasts with Kibo

Personalization and Advanced Recommendations Drive 100% Increase in Revenue Per Session Kibo, a leader in unified commerce, announced that customer Helly Hansen increased performance in the U.S. and Europe with personalization from Kibo Personalization, powered by Monetate and Certona. Helly Hansen, the Norwegian producer of outdoor and workwear gear, sells directly to customers in 19 stores around the world; as well as to an international audience online. The marketing team at the company’s Norwegian headquarters and…

Personalized User Experience is the Future of E-Commerce

Customer experience is the essence that can either kill or save e-commerce shops. If the optimization of your site is done correctly, your e-commerce shop will thrive. On the contrary, if you fail to get it right, your e-commerce shop will have a limited future.  You need to understand your customers in order to provide an optimal site experience. You also need to understand what’s more important to them. Maybe they want premium or exclusive products? Or maybe they’re in constant search of good sales? Or maybe they prefer…

New Optimizely and Amazon Personalize Integration Provides More Opportunities to Customize Experiences at Every Digital Touchpoint

With experimentation and Amazon Personalize, customers can drive greater customer engagement and revenue Optimizely, the leader in progressive delivery and experimentation, announced the launch of Optimizely for Amazon Personalize, a machine learning (ML) service from Amazon Web Services (AWS) that makes it easy for companies to create personalized recommendations for their customers at every digital touchpoint. The new integration will enable customers to use experimentation to determine the most effective machine…

Bidgely Together with Global Utilities and Energy Retailers Personalize the EV Experience Through AI-Powered Electrification Solutions

Bidgely continues to advance electrification initiatives with global utilities and energy retailers through applied artificial intelligence (AI) and personalization techniques proven to drive customer engagement and operational efficiencies. Bidgely equips utilities with the ability to identify electric vehicles (EV) in the home, create personalized customer load shifting incentives and pinpoint customers with a higher propensity to invest in EVs or solar PV. These data-driven insights generated through Bidgely’s advanced…

Qualtrics Introduces Advanced Analytics to BrandXM, Helping Companies Deliver More Personalized Consumer Experiences

Qualtrics, the leader in customer experience and creator of the experience management (XM) category, announced new advanced analytics capabilities to their industry-leading BrandXM solution. New Brand Driver Analysis built into BrandXM gives organizations of all sizes the power to quickly prioritize which actions will improve consumers' brand preferences and perceptions. Typically brand driver analysis is time and resource-intensive, with much of the work completed by a data scientist or outside consultant. Qualtrics'…

Octane AI Launches Shoppable Quiz, Enabling Ecommerce Brands to Create Personalized, Consultative Online Shopping Experiences

Octane AI also announces a $4.25 million capital raised led by Bullpen Capital, bringing total funding to $9 million Octane AI, the all-in-one buyer profile, Facebook Messenger, and SMS marketing platform for Shopify,  announced the launch of their Shoppable Quiz private beta. The Shoppable Quiz brings the retail consultation experience online with a personalized shopping experience, featuring a fully customizable and easy-to-use quiz builder integrated with Shopify, Klaviyo, ReCharge and other best-in-class ecommerce…

Pypestream Introduces Conversational Ads, Delivering Engaging and Personalized Experiences

Upending traditional display ads, Conversational Ads move customers through sales and marketing funnels more effectively, creating dynamic, feature-rich interactions Pypestream, the leading conversational AI platform with all-in-one cloud messaging, announces Conversational Ads, an immersive brand experience driven by in-ad engagements. Conversational Ads transform present-day display ads by incorporating conversational AI alongside rich features like video, carousels, and surveys, creating authentic two-way messaging…

Google Cloud Helps Power More Personalized Experience For Procter & Gamble Consumers

Google Cloud’s suite of machine learning and analytics solutions help drive decisions, provide connected experiences and advice Google Cloud announced that The Procter & Gamble Company has selected its data analytics and AI technology to enable more personalized experiences for consumers. Through this new collaboration, P&G will now be able to leverage consumer and media data to innovate product experiences and enrich the shopping journey for existing and new consumers. Marketing Technology News: BlueConic…

Creating Personalized Experiences Takes a Clear Strategy

Digital marketers have a unique opportunity to improve customer engagement by mining massive amounts of data to personalize the customer experience across multiple channels. Superior personalization technologies help build brand, raise demand and boost customer acquisition. Similarly, personalization increases revenue through upselling and cross-selling. According to McKinsey, brands that get real-time personalization right can deliver five to eight times the ROI of their marketing spend and lift sales by 10% or more. But…

Mediafly Launches Content Hub to Dynamically Personalize Sales Content Experience Across Entire Buyer’s Journey

New product offering empowers marketing and sales teams to improve content engagement and accelerate path to purchase Mediafly, a provider of sales enablement technology, content management, and advisory services that create interactive, value-based selling experiences, announced Mediafly Content Hub, a solution providing marketers the ability to manage public-facing website sales content, customer-facing sales content and internal-only sales content all in one place, allowing teams to share relevant, engaging and…

Walgreens Boots Alliance Creates Personalized, Omnichannel Healthcare and Shopping Experiences Powered by New Customer Experience Management…

Company announces strategic partnership with industry leaders Microsoft and Adobe to launch second phase of digital transformation at the intersection of health and technology Walgreens Boots Alliance, Inc. announced an expansion of its strategic partnership with Microsoft and Adobe to launch a world-class digital experience and customer insights platform to deliver personalized healthcare and shopping offerings. It will provide Walgreens and Boots customers with products and services from its global pharmacy and retail…

Kibo Announces AdLink to Personalize the Post-Click Experience

Kibo’s Monetate connects targeted advertising with personalized marketing Kibo, a leader in cloud commerce, announced the release of AdLink, a new audience creation tool that enables marketers to efficiently personalize the onsite experience for traffic from paid media campaigns. With personalization from Monetate, Kibo empowers retailers to break down traditional silos between marketing and advertising and bridge the gap between the pre- and post-click experiences for consumers. By managing these two sections of the…

Concord Servicing Corporation Selects Genesys Cloud to Deliver Personalized Customer Experiences

New cloud contact center solution to help fintech company save costs and improve workforce efficiencies To provide more personal, flexible and positive customer experiences, Concord Servicing Corporation ("Concord") has selected Genesys Cloud. A move to the all-in-one solution and the world's leading public cloud contact center platform will allow Concord to help its loan originators and capital providers work more efficiently and deliver better service to customers. In addition, the recognized leader in portfolio…