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…

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…

I’m sure you have heard this before: just a 5% increase in customer retention can increase a business's profitability by 75%. Customer experience and loyalty have lately been brought into the epicenter of marketing operations, as the coronavirus pandemic and the resulting economic impact affect critical KPIs at organizations across a variety of industries. Many businesses are redirecting their strategy to focus more on customer experience, from both a proactive standpoint and a reactive one. During a crisis, it all boils…

As COVID-19 accelerates organizations’ digital experience optimization efforts, Decibel shatters expectations As enterprises double down on optimizing digital customer experiences, Decibel, the leader in digital experience analytics, announced impressive growth among its customer base, with the company securing 135% of its revenue forecast for Q2. This comes on the heels of Decibel’s Series B funding announcement of $40 million in May, which brought the company’s total funding to date to $54 million. Marketing…

In 2020, customer service is drifting from calls to digital engagement. CXInfinity is here with its customer engagement solution targeting digital transformation. Their powerful solution is designed for businesses to engage with customers when and where it matters Digital customer service creates highly engaged customers who are likely to buy 90% more frequently and spend 60% more on every purchase. There’s more to it. Digital customer service helps in creating an emotional connection with customers, removing chances of…

Coveo and commercetools team up to provide unified multi-channel and intelligent Ecommerce architecture for highly personalized buyer experience Coveo, the industry leader in search and intelligence SaaS solutions, announced that its cloud-native platform will be available in the commercetools Integration Marketplace. The strategic agreement provides access to powerful, personalized experiences with flexible architecture for today’s search and merchandising needs. From consumer brands to B2B manufacturers, from retailers…

From print to digital, Doxim CCM will be the first integrated SaaS technology platform designed to support the entire lifecycle for personalized omni-channel customer communications Doxim, the leading customer communications management (CCM) and engagement technology provider serving financial and regulated markets, announced its strategic direction to deliver the first ever integrated omni-channel platform for customer communications management, bringing print and digital together into a single centralized management…

For decades, value selling has been a secret weapon most enterprise sales teams brought out only for their biggest prospects. That’s because like with most secret weapons, it was expensive, hard to operate, and needed to be reserved for the most opportune moments. But in recent years, the introduction of new automated tools enabled pioneering organizations to deploy value selling at scale with near real-time use of value across multiple scenarios and prospects. Now, we stand at a tipping point where Customer Value…

LiveChat Software, a provider of a SaaS-based suite of products for managing business communication, now allows brands to send and receive text messages while contacting their customers through its chat software. The new solution combines LiveChat’s technology with the features of Twilio. Although people have different preferences when it comes to communication with businesses, the trend for using messaging platforms within customer service has increased over recent years. In addition to popular applications like Facebook…

Mindsay's conversational automation platform combined with Sabre's industry-leading GDS technology allows travel brands to automate and enhance customer service Mindsay, the leader in conversational AI for the travel industry, and Sabre Corporation, a leading software and technology provider that powers the global travel industry, announced the official launch of a customer service automation solution for airlines, online travel agencies (OTAs) and travel management companies (TMCs). As the only conversational AI…