New integrations unlock more valuable customer data for richer analysis With its automated business analysis (ABA) platform, Outlier discovers and elevates unexpected changes in consumer behavior, customer demographics and buying patterns. For marketers and business analysts, this means unexpected behavior tied to any campaign, program or customer behavior can be flagged quickly, reviewed and used to adjust strategy accordingly. The Outlier ABA platform enables data storytelling by automatically providing customers with…

With unexpected changes in consumer behavior and a “new normal” buying landscape, using data to drive strategic business decisions is more important than ever Four out of five retail and consumer packaged goods (CPG) companies say that customer behavior analytics is a strong priority for their brand today, indicating that it will continue to grow in importance. Yet, most are failing to use it effectively. Organizations have been experimenting with advanced analytics, but now, as erratic buying behaviors are expected to…

PDI, a global company with leading enterprise software solutions serving the convenience retail, petroleum wholesale and logistics industries, has released a report that provides insights into c-store shoppers’ behaviors toward loyalty programs and recommends actionable strategies on how c-stores can improve their programs to attract new members and increase foot traffic. “Having a loyalty program is not enough in today’s competitive market. What’s crucial is the program’s ability to keep existing customers returning and…

Jornaya, the data intelligence platform that connects major-life purchase marketers with previously inaccessible customer journey behaviors, announced the launch of the Jornaya Integrations Hub. The Integrations Hub gives marketers the ability to automate daily access to Jornaya's data directly within their CRM, CDP, ESP, dialer, or any marketing execution platform desired. It is now easy to quickly activate and optimize campaigns using this data, without the need for technical resource investment. "We're on a mission…

Zaius, Recently Named 'Best CRM', Is Used by Global Brands to Connect Customer Data, Analyze for Targetted Segmentation, and Orchestrate Customer Interactions Zaius, the architect of Assisted Marketing, unveiled Zam, the data science-powered marketing assistant that supercharges the award-winning Zaius customer relationship management (CRM) platform. Zaius is the only CRM to provide the visibility of a Customer Data Platform, the cross-channel campaign functionality of a next-gen Email Service Provider, and the…

2018 Retail Email Benchmark Report by Bluecore, Establishes Guidelines for Assessing the Performance of Retail Email Campaigns Based on Insights from Over 350 Million Emails Bluecore an AI-driven retail marketing platform that brings together websites, customers and live product insights to match customers with the products they love, released its 2018 Retail Email Benchmark Report. The report, which is based on proprietary insights isolated from a sample set of more than 350 million emails aggregated across more than 400…

In the past, marketers could get away with segmenting customers using primarily demographic and firmographic traits such as age, gender, income, ethnicity, occupation, industry, company size, geographic location, etc. But in today’s customer-centric world, understanding your customers based on demographics isn’t enough. As Netflix’s VP of Product Innovation, Todd Yellin, said: “It really doesn’t matter if you are a 60-year-old woman or a 20-year-old man because a 20-year-old man can watch ‘Say Yes To The Dress’ and a…

Marchex, a mobile advertising analytics company, today announced a partnership with Facebook that will integrate across their social analytics solution and into an industry-leading analytics platform, Marchex Omnichannel Analytics Cloud. This integrated technology platform now enables marketers to quickly optimize their marketing spend across all paid media channels based on actionable insight into which channel drove offline interaction by consumers to a brand. A recent study by BIA/Kelsey suggests that phone calls to…

Astute, Inc., a leading end-to-end customer engagement platform, announced the release of Customer Confidence, a new Voice of the Customer (VoC) solution designed to measure customer readiness to return to brick-and-mortar locations and help brands understand how to adjust to changes in preferences in the wake of the COVID-19 pandemic. Industries that rely on customers to be physically present, such as restaurants, movie theatres, hotels, airlines, salons, and gyms, have suffered the worst financial losses during the…

Advanced speech analytics platform powers top agent modeling for work-at-home agents to increase campaign performance and revenue VoiceBase, the leading AI-driven voice analytics company, today announced that it has partnered with Avantive Solutions’ global contact center business, to help their clients automatically identify overall agent performance to increase the effectiveness of sales and retention campaigns while providing the best customer experience. “Being able to pinpoint the exact timing and specific verbiage…

Neuraswitch to leverage Behavioral Signals’ Emotion AI Solution, OliverAPI Behavioral Signals, a Los Angeles-based software company and leading provider in emotion artificial intelligence for speech recognition technology, announces its partnership with Neuraswitch to offer emotion and behavioral call summaries as part of their Customer Experience Analysis Solution. The solution will leverage Behavioral Signals’ OliverAPI and its multitude of metrics to provide an account of both the customers and the CSR/Agent’s emotional…

First-Of-Its-Kind Data Provides a New Dimension of Customer Insight Based on Neuroscience and Advanced Behavioral Analytics Neuro-ID, a leading behavioral analytics provider, introduced next-generation customer intelligence with the launch of its NOW Data suite of services. Through a powerful combination of technology, neuroscience, and prescriptive analytics, Neuro-ID’s NOW Data empowers brands to discover and act on valuable behavioral data in real-time in order to significantly enhance and customize the digital…

Awards Celebrate 31 Years of Honoring Innovators and Innovation  The Avaya Happiness Index on Blockchain, which securely collects and automatically analyzes customer interaction data from multiple sources across all channels in real time, was voted a Gold Winner for innovation at the April 11th event at The Capitale in New York City. Ahmed Helmy, Director, Advanced Solution Architect International Market (EMEA-APAC), Avaya, joined hundreds of senior executives from some of the world's most recognized companies to…

Topbox signs on leading brands in record third quarter, underscoring importance of omnichannel CX analytics in meeting customer expectations Topbox, makers of enterprise customer experience analytics software, today announced continued accelerating growth in 2020, driven by market demand, significant customer wins, and expanded use of its solution across its entire customer base. “As brands adapt to rapidly changing consumer expectations this year, the ability to understand and anticipate customer behaviors, and make…

As consumers around the world spend more time online, new research from Comscore, a trusted partner for planning, transacting, and evaluating media across platforms, reveals increasing engagement levels on mobile devices as online categories affected by the COVID-19 pandemic begin to recover and digital video consumption rises. This research comes from Comscore's 2020 Global State of Mobile report, which uses Comscore's mobile and multi-platform data to explore mobile trends and behaviors and the impact of COVID-19 on…

Consumer behavior is a hot-topic in 2020. It would remain so in 2021 as well. One of the biggest outcomes of the COVID-19 crisis is the demand for a user data revolution that is pushing Ethical web scraping needs among the C-suite decision-makers. We are back with our popular "Prediction Series" for the coming year. In the current year, we endured a tough economic and pandemic crisis that left us eons trailing behind our targets and plans -- but, does time stop? We know the answer, isn't it! In Part 1 of AdTech trends…

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…

The COVID-19 crisis is creating a new kind of consumer—one with ever-changing preferences and new shopping behaviors. For marketers to continue engaging consumers in an efficient and effective manner, it’s vital to have a real-time view of every single prospect and customer. Obtaining this view means adhering to the best practices for customer data management...but what exactly are those best practices? That’s the question we’ll answer in this article. #1 — Don’t settle for siloed data Almost every enterprise brand…

CallFinder, the market-leading provider of SaaS speech analytics technology and automated quality monitoring solutions, announced a new release that provides businesses with greater insights into customer interactions to improve CX and reduce customer churn. This release marks the official launch of Insights, which includes sentiment analysis by agent, in conjunction with silence and overtalk, developed to help organizations meet the increasing demands of the modern contact center. CallFinder’s Insights provides context and…

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.…