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Bridging the Gap Between Customer Expectations and Reality in Telco, with Conversational AI

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…

LogMeIn Finds that 85% of Customer-Facing Teams Are Frustrated with Lack of Technology Needed to Meet Customer Expectations

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…

Tokio Marine & Nichido Selects Salesforce to Exceed Customer Expectations at Every Touchpoint

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…

New Mavenlink Study Finds Business, Competition, and Customer Expectations Rising Significantly for Services Firms

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 Digital Achievement Gap: Companies Struggle to Meet Customer Expectations

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.…

Customer Expectations Are at an All-Time High — How Marketers Can Rise to the Occasion

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…

Conquering Customer Expectations at Oracle MME17

Impact, innovation, and inspiration - 3 factors you are going to run in to at any of the 4 pillars of Oracle's Modern Marketing Experience event (MME). Don't take my word for it, check out last year's highlight video above. MME is the place to experience all the technology and expertise of Oracle's leading marketing cloud. Create a superior brand experience. Truly understand and personalize your customer experience. Use data and analytics to inform every action and touchpoint. Make the most of your marketing technology…

How Contract Acceptance Is Evolving with New Customer Experience Expectations

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…

Survey Shows Majority of Marketers Fail to Meet Consumers’ Expectations for Customer Engagement

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…

RedPoint Global and Harris Poll Survey Exposes Gap Between Consumer and Marketer Expectations for Customer Experience

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…

Khoros Arms Global Businesses with Intelligence to Listen, Serve & Connect with Customers During COVID-19

Khoros, a global leader in customer engagement software, is offering free access to its social listening platform, Intelligence, for Khoros customers looking to navigate the current crisis. With digital channels getting more traffic than ever, Intelligence empowers companies with a valuable, easy-to-use listening tool to stay connected to their customers when they need it the most. Marketing Technology News: Recapd Enables Captions for Zoom and Webex Meetings as People Work from Home Intelligence, which is part of the …

Engage from Home: Acer Gains Actionable Insights into Customer Experience with 8×8

Move To The Cloud with 8x8 Communications and Contact Center Enables Greater Visibility and Resiliency, Powers Remote Work and Customer Engagement for Acer Across North And South America 8x8, Inc., a leading integrated cloud communications platform, announced that it has been selected by Acer America, one of the world’s largest multinational PC companies, as the provider of choice for its employees and contact centers in North and South America. The 8x8 X Series solution provides Acer America employees and contact center…

Fuze Combines Unified Communications and Contact Center Solutions for Enhanced Customer Experiences

Unified platform and comprehensive user interface provides advanced performance and support for optimized contact center interactions Fuze, the leading cloud-based communications provider for the modern global enterprise, today unveiled their fully integrated contact center as a service (CCaaS) solution, embedded within the Fuze unified communications as a service (UCaaS) platform. According to a Forrester Research report, “developing a solid contact center road map in the context of a broader customer experience (CX)…

System Surveyor Expands Security System Design Platform with Customer-Driven Features

Expanded product catalog features and Google Earth integration help security professionals speed delivery of exceptional, critical services System Surveyor has upgraded its intelligent system design platform created to digitize and streamline the industry's historically manual approach to site surveys and design. Driven by customer feedback, these upgrades include expanded product catalog capabilities and enhanced Google Earth functionality. Both updates augment the virtual, collaborative elements central to System…

Is Your Customer Experience (CX) Roadmap Still on Track?

How would you react if you found out that 73.6% of organizations operate without enterprise-wide CX analytics systems! If experience isn’t central to your business, you’re likely to lose in the long race. It’s mostly a marathon, run at a pace of a Sprint runner. NTT recently asked marketers, "Is CX a differentiator or detractor in your organization?" Most marketers have heard about customer experience, but only a very few have mastered it. In the current COVID-19 scenario, client-facing teams are finding it hard to…

Understanding Your Customers and Prospect During Uncertain Times

Everybody’s dealing with the effects of the COVID-19 outbreak. This public health pandemic is having a critical impact on supply and demand. It’s times like these that marketers need to be even more aware and sensitive to the expectations of their customers and prospects. Shopping for major-life purchases (MLPs)—such as a car, loan, insurance, or degree—involves a lot of research, investigation, and comparison. These are big-ticket items that can often get delayed—or even escalated—during uncertain times. Consumers, who…

AI-Based Personalization in the Age of Rising Consumer Expectations

Personalization is a crucial weapon in a marketer’s arsenal in delivering a world-class experience for its customers and bringing value to an organization. According to a recent Salesforce study, 76% of today’s consumers expect companies to know and understand them. As the digital world is now often exceeding television transmission speeds consumers are also demanding a better than real-time experience. To deliver such an experience, and engage instantly with the customer “in-the-moment” (widely considered the “Holy…

Ada Closes $44 Million Series B Led by Accel to Further AI in Customer Service

Automated customer service platform moves into the next era, reducing costs and boosting customer satisfaction for leading companies globally Ada, the leader in Automated Customer Experience (ACX), announced it has raised $44 million in a Series B funding round led by Accel, with participation from existing investors Bessemer Venture Partners, FirstMark, Version One, Leaders Fund and Burst Capital. Ada helps business leaders such as AirAsia, Mailchimp, Shopify, Telus, Upwork and Zoom reduce costs and increase satisfaction…

Absa Regional Operations Selects KAI to Deliver Groundbreaking Digital Experiences to its Customers across Africa

Africa's banking innovation leader uses Conversational AI to deliver new and impressive digital banking experiences as a cornerstone of its consumer digital strategy Kasisto, creators of KAI, the leading digital experience platform for the financial services industry and Blue Turtle Technologies (Blue Turtle), South Africa's leading enterprise technology partner, have announced that Absa Group Limited's subsidiaries outside of South Africa, collectively known as Absa Regional Operations (ARO), have selected and deployed…

Confirmit Genius Named 2020 CUSTOMER Magazine Product of the Year Award Winner

Innovative text analytics solution from Confirmit is uncovering a treasure trove of customer, employee, and market insights Confirmit, the leading global solutions provider for Customer Experience (CX), Employee Experience (EX), and Market Research (MR) announced that its text analytics platform Confirmit Genius has been recognized in CUSTOMER Magazine's 22nd Annual Award. Recognized as an industry leading customer experience solution, Confirmit Genius has been announced by TMC as a 2020 CUSTOMER Product of the Year Award…