Service Management Group (SMG), a global customer, patient and employee experience management partner to more than 500 brands, has announced a new partnership with SafetyCulture, a leading workplace safety and quality software provider. The partnership helps multi-unit brands uncover rich location-level insights to gain a more holistic view of the customer experience. SafetyCulture’s flagship product,  iAuditor, helps brands to enhance operations and foster high-performing, safer workplaces with easy-to-use digital…

Merkle, a leading technology-enabled, data-driven customer experience management (CXM) company, has released its new e-book titled "Architecting the Ultimate B2B Experience: The Four Brand Superpowers that Make It Happen." Drawing from interviews with business-to-business (B2B) buyers and decision-making influencers across nine countries, the e-book analyzes the key factors driving the expectations of B2C-like experiences in B2B interactions. Marketing Technology News: Infobip to Acquire OpenMarket, Creating a Leading…

How businesses can adapt and develop digital processes to new customer habits while staying true and connected to their existing clientele. As customers experience disruptions to their daily routines stemming from COVID-19, they are adapting to new systems powered by digitization that are reshaping their behaviors and preferences. How do businesses adapt to these changes and remain connected with their customers? Amid the COVID-19 pandemic, companies and communities have been forced to implement digital solutions to…

LogMeIn today announced the results of a new global commissioned study conducted by Forrester Consulting that explores how businesses are leveraging visual engagement technology to create a more personal, trustworthy and secure customer experience (CX). The study, Evolving Customer Expectations Drive Adoption of Visual Engagement Tools: How Visual Engagement Technology Can Solve Top CX Priorities in an Increasingly Remote World, surveyed 300 respondents at the manager level or higher in customer experience/support,…

This article is co-authored by Sverre P. Jonassen Meeting the expectations of consumers in today’s on-demand world is by no means an easy task. They often have sky-high expectations and expect the brands they interact with to be ready to assist their every need 24/7 with instant, helpful and personalized service. This goes doubly so for the telecommunications industry where reducing customer churn is critical and the small differentiations in products and services make it difficult for inexperienced buyers to spot. This…

Global Study Reveals Rising Customer Expectations are Outpacing Adoption of AI Tools that Drive Efficiency and Improve Customer Experience LogMeIn announced the results of a global study conducted in partnership with Ovum to understand how support agents are faring in the age of ever-rising consumer expectations. The findings reveal that the vast majority of surveyed agents believe that the technology tools provided to customer-facing employees are not evolving as quickly as their needs are. Today’s customers expect agents…

Leading Insurance Provider in Japan Deploys Salesforce to Support Its 50,000 Insurance Agencies and One Million Insurance Agents Salesforce, the global leader in CRM, announced that Tokio Marine & Nichido Fire Insurance Co., Ltd.—one of the largest property and casualty insurance providers in Japan—selected Salesforce to unify every customer touchpoint across its corporate and sales, call centers, insurance agencies and marketing divisions onto a single CRM platform. With Salesforce, Tokio Marine & Nichido will…

70% of Organizations Report Increased Competition in Last 12 Months; 85% Say Customer Expectations Are Becoming More Stringent Mavenlink, the leading provider of cloud-based software for the modern services organization, revealed results of its annual market survey, "State of the Services Economy 2019." Survey results show that today's professional services industry is not only more crowded than ever, but also that rising client expectations have created a cycle of disruption that has fundamentally changed how companies…

The Zendesk Customer Experience Trends Report 2019 Shows Large Divide Between Customer Experience Leaders and Laggards in Southeast Asia Zendesk, Inc. released The Zendesk Customer Experience Trends Report 2019 showing that companies of all sizes across industries and geographies lack the capabilities needed to keep up with ever-increasing customer expectations. The report is based on global survey results, focus groups, and the Zendesk Benchmark, an index of product usage data from 45,000 companies using Zendesk.…

When it comes to creating the best, most seamless customer experiences, a brand can only be as good as its understanding of its customers. According to a recent consumer marketing survey by Selligent Marketing Cloud, it’s clear people expect more personalized engagement from brands but are hesitant to allow them access to their individual data, making it extremely challenging for brand marketers to succeed. Of the 7,000 consumers surveyed across the US and Europe, 33 percent expect brands to anticipate needs before they…

Ruby's newest report takes a close look at the emerging customer service trends and how business owners can meet expectations in 2021  2020 pushed even the most reluctant consumers into the world of virtual experiences, as services like e-documentation, video calls, and telehealth became the only way to do business for many. As a leader in delivering virtual customer experiences for nearly two decades, Ruby's most recent report, How 2020 Shifted Customer Experience Trends for 2021, explores the impacts of this transition…

Annual Customer Expectations Report Details Where Brands are Succeeding – and Failing – in Driving Revenue and Consumer Loyalty Gladly, the customer service platform that helps brands deliver a more personalized customer experience, released its fifth annual Customer Expectations Report today, revealing what today’s consumer wants from brands, especially when shopping online. According to the data, while 83% of customers will spend more money with brands that deliver great online customer service, nearly a third of…

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…

Digital-first experiences were steadily becoming the future. But add the global pandemic into the mix and digital-first experiences are the present. Relevant story-telling, agile communication and a standout customer experience is the need of the hour. The new world is customer-centric.  High-performing technology is the foundation on which the entire customer experience is built. You simply cannot create an industry-leading digital organization without the right tech to support business goals. The beginning of the COVID-19…

New funds will help cultivate the company’s technology and team expansion to meet the increasing market demand for digital Quantum Metric, a SaaS platform that helps organizations build better digital products faster, announced it has secured up to $25 million of debt capital from Silicon Valley Bank (SVB), the bank of the world’s most innovative companies and their investors. With its initial Series A round led by Insight Partners in 2018 and the closing of this facility, Quantum Metric has raised $50 million in capital…

The customer experience in the B2C world is constantly evolving. Consider how you ordered food a few years ago. You would dig up a menu from the junk drawer, dial the number on your landline, and cross your fingers, hoping someone would answer the phone. Once you got through that, you had no real idea when the food would actually be delivered. Today, you grab your phone, open an app, customize your order, pay, leave a tip (I hope) and then track your order from the restaurant to your door. Companies like Uber Eats are…

Customer engagement thought leader identifies 60% of marketers still rely on single-channel customer engagement strategies, despite consumer demand for omnichannel experiences While the news is filled with ecommerce and retail concerns over how to best engage with customers to increase conversion and to create loyalty, Maropost’s inaugural industry survey has identified a large gap in the importance marketers place on managing customers, and the strategies and technology most use to connect and engage with customers. The…

Research Reveals Major Gaps in Engaging Customers in a Relevant, Timely, and Consistent Fashion Across All Interaction Touchpoints RedPoint Global, a top provider of customer data platform and customer engagement technologies, announced a new research report examining the gap between marketer and consumer expectations surrounding customer experience (CX). Conducted by The Harris Poll and commissioned by RedPoint Global, the survey of more than 3,000 consumers and 450 senior marketers in the US, UK, and Canada reveals…

More than 50% of workers believe they have been more productive working remotely, and 35% of employees actually feel more connected with co-workers than they did before the pandemic Successful companies are putting experience transformation at the center of their return to work strategies by listening, understanding, and then acting on what their customers and employees want New research released today from Qualtrics (Nasdaq: XM), the world's No. 1 Experience Management (XM) Platform and creator of the XM category, reveals…