Avaya Announces New AI Capabilities to Improve Customer Experience

Avaya AI Virtual Agent Enhanced - the newest co-innovation with Google Cloud – now being adopted by customers worldwide Avaya, a global leader in solutions to enhance and simplify communications and collaboration, announced that its Avaya OneCloud™ CCaaS and OneCloud™ CPaaS portfolios are now available with Avaya AI Virtual Agent Enhanced, new human-like automation features that significantly improve customer experience and contact center efficiency. This expanded conversational AI capability leverages Google Cloud…

WISMOlabs Supercharges Salesforce Commerce Cloud With Post Purchase Customer Experience Enhancements

Salesforce Commerce Cloud is a cloud-based eCommerce platform that allows brands to create unified, intelligent digital commerce experiences. WISMOlabs is an exceptional post-purchase experience platform geared towards eCommerce Retailers that want to drive more revenue and increase customer loyalty. Marketing Technology News: aMVG and Anzu Announce Partnership to Bring Blended In-Game Advertising to the Addressable Media "We are excited to integrate WISMOlabs exceptional post purchasing experience with the…

Astute Expands Leadership Team to Drive Outstanding Customer Experience and Rapid Growth Initiatives

After its recent acquisition of iPerceptions and Socialbakers, Astute continues momentum, hiring Zarnaz Arlia as CMO and naming Shellie Vornhagen as CXO Astute, Inc. (“Astute”), a leading customer engagement platform, announces Zarnaz Arlia as Chief Marketing Officer and Shellie Vornhagen as Chief Customer Experience Officer. In their new roles, Arlia and Vornhagen will lead Astute’s efforts to bring together marketing, care and commerce experiences. As CMO, Arlia will be based in San Francisco and oversee the…

Sam Taverner Appointed EMEA Chief Growth Officer Across Merkle and Dentsu’s Customer Experience Management Service Line

Taverner takes over from Margaret Wagner to support clients deliver and accelerate customer experience transformation Merkle, a leading technology-enabled, data-driven customer experience management (CXM) company and part of dentsu, has appointed Sam Taverner to the role of chief growth officer EMEA for Merkle, and dentsu’s customer experience management Service Line. In this role, Taverner will be responsible for providing strategic leadership to new and existing clients, helping them navigate Merkle’s CXM offering across…

The CyberMAK Formula to Success: Social Listening + Bots = The Ultimate Customer Experience

Social media is consumed with posts of people complaining about bad customer experiences, services not meeting their expectations and being letdown. The customers network and out-reach invariable become ambassadors of negative publicity for a company's brand. Social media has given common man the power to act as a journalist and share real-time feeds of poor customer experiences. If organizations don't act fast, it leaves them open to the dreaded trial by social media, invites competitors to exploit benefits and has a…

Zendesk Research Predicts: Business Success in 2021 Hinges on Delivering Exceptional Customer Experiences

Global Annual Customer Experience Trends Report 2021 shows customers continue to be more demanding, making it harder for businesses to meet expectations in a post-pandemic world Despite 2020 being a year of far-reaching and rapid transformation in how people live, collaborate, and connect, the global Zendesk Customer Experience (CX) Trends Report 2021 shows the customer experience is increasingly crucial to business success, and that the most successful companies are adopting new technology at record speed. In fact, new…

United Power Electrifies Their Customer Experience with Bright Pattern Cloud Contact Center Software

Bright Pattern replaces top cloud contact vendor with significantly better ease of use, agent experience, agent productivity, omnichannel reporting, omnichannel quality management, and reliability Bright Pattern, a leading provider of AI-powered cloud contact center software, announced that it was deployed by United Power. United Power is a member-owned, not-for-profit electric cooperative that provides electricity to more than 97,000 homes and businesses along Colorado's northern front range. United Power is committed to…

Modus Announces the Appointment of David Kriss as Head of Customer Experience

Modus announces the appointment of David Kriss as the Head of Customer Experience and the newest member of Modus' senior leadership team. Kriss leads the Solutions Engineering, Solution Implementation and Customer Success teams. "We’re excited to have Dave join Modus. As we accelerate to our next level of growth, Dave deepens our commitment to the customer being the focal point of everything we do," said Orrin Broberg, CEO, and co-founder of Modus. Marketing Technology News: PlaceIQ’s Mobile Location Data Now Available…

IBM Helps Audi UK Reimagine the Digital Customer Experience

Online sales inquiries increase 59%; car buying experience puts prospective customers in the driver's seat IBM and Audi UK, one of the world's leading premium automotive manufacturers, collaborated to redesign Audi's website to deliver a far more engaging digital customer experience. During the course of 2020, Audi has seen a 59% increase in UK online sales inquiries despite an almost 30% industry decline in new UK car sales during the pandemic. With 90% of its car purchases starting online, Audi UK turned to IBM iX, the…

Global Ecommerce Consumer Survey Compares Shopping Habits, Fraud Worries, Customer Experience Expectations

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…

Bright Pattern Notes Companies Taking New Innovative Approaches to Customer Experience Since the COVID-19 Pandemic

In line with recent research from McKinsey and IBM, Bright Pattern sees companies finding smarter ways to operate, increasing digital and mobile channel adoption Bright Pattern, a leading provider of AI-powered cloud omnichannel contact center software, has seen new approaches taken to mitigate the recent challenges from COVID-19 and increased acceleration of innovative digital approaches to better serve customers. McKinsey recently reported that digital channel adoption was vaulted forward 5 years in a span of only 8 weeks…

Milsoft Expands Its Relationship with SugarCRM to Deliver on Customer Experience for Utilities

SugarCRM Inc., the innovator of time-aware CX, announced that Milsoft Utility Solutions, a utility software solution provider to more than 1,100 utilities, consultants, universities, and research labs, is expanding its relationship with Sugar to leverage a unified CRM and Service platform to better serve customer needs. Based in Abilene, Texas with facilities in Florida and Missouri, Milsoft develops, sells and supports an industry-leading Engineering and Operations (E&O) System for electric utility planning,…

Informatica Transforms Customer Experience in a Cloud-First, Cloud-Native World

Company Announces Industry's First "All-In-One" Enterprise Scale Master Data Management SaaS Solution Informatica, the market leader in enterprise cloud data management, announced the industry's first enterprise-scale cloud-native Customer 360 SaaS solution, a game changer for Customer Experience (CX), designed to help enterprises rethink and reimagine how they deliver a CX in a post-pandemic, digital-first, cloud world. "Today's customers demand a digital-first experience that delivers the highest satisfaction," said …

McColl’s Retail Group Launches Customer Experience Management Programme With SMG

Service Management Group (SMG), a global customer, patient and employee experience management partner to more than 500 brands, has announced a new customer experience management programme with McColl’s Retail Group. The leading convenience chain is working with SMG to collect, manage and analyse customer feedback across its large estate. McColl’s Retail Group operates a network of convenience stores and newsagents that provides essential groceries and services to more than 1,400 neighbourhoods across the United Kingdom.…

Sangoma Commended by Frost & Sullivan for Delivering Exceptional Customer Experience with its Wide Portfolio of UC Solutions

Based on its recent analysis of the North American Unified Communications and Collaboration (UCC) market, Frost & Sullivan recognizes Sangoma Technologies Corporation with the 2020 North American Competitive Strategy Leadership Award. Sangoma's unified communications (UC) portfolio includes the two most popular open-source private branch exchange (PBX) platforms. Sangoma both supports the open-source community and incorporates the shared innovation into its own solutions, including its SwitchVox hosted UC service.…

Flight Centre Travel Group Transforms its Customer Experience with K2 Cloud

Nintex, the global standard for process management and automation, announced that Flight Centre Travel Group, one of the world's largest travel agencies, has successfully leveraged K2 Cloud to help improve its operational efficiencies and digitally transform its customer experience. Flight Centre Travel Group, with a vast global sales network, received an overwhelming number of cancellation requests in 2020 as a result of the pandemic. The company needed to find a fast and more efficient way to support its customers…

Birdeye Recognized as Market Leader in Customer Experience

For the 12th consecutive quarter, Birdeye, the all-in-one customer experience platform, has been named the overall leader in customer experience and online reputation by G2. In total, Birdeye won 165 awards in 12 categories. These include: Overall Leader in Online Reputation, Experience Management, SMS Marketing, Live Chat, Local SEO, Local Listing Management, Mobile Marketing, Conversational Customer Engagement, Customer Advocacy and Local Marketing Marketing Technology News: Rajeev Singh Rathore Joins RingCentral…

REPAY and LiveVox Announce Partnership to Enhance Customer Experience and Improve Agent Performance

Repay Holdings Corporation, a leading provider of vertically-integrated payment solutions, announced a technology integration with LiveVox, a next-generation contact center platform. The partnership further enhances the LiveVox customer experience by providing additional digital payment options and processing capabilities in either self-service or agent-assisted transactions. LiveVox provides companies with a unified approach to creating personalized customer conversations by offering seamless integration capabilities…

Merkle Releases 2021 Customer Experience Imperatives

E-book provides guidance to businesses navigating rapidly changing customer needs and expectations through customer experience transformation Merkle, a leading technology-enabled, data-driven customer experience management (CXM) company, has unveiled its 2021 Customer Experience Imperatives, a guide to businesses navigating data and digital transformation to meet rapidly evolving customer needs and expectations. For the past 10 years, Merkle’s annual Imperatives have helped steer businesses through the changing digital…

Quadient and Duck Creek Technologies Collaborate to Accelerate Customer Experience Management Capabilities for Insurers

Quadient and Duck Creek Technologies Collaborate to Accelerate Customer Experience Management Capabilities for Insurers Quadient, a leader in helping businesses create meaningful customer connections through digital and physical channels, announced that it has partnered with Duck Creek Technologies Inc., a global provider of SaaS-delivered enterprise software to the property and casualty insurance industry. The collaboration will boost the digital transformation initiatives of insurance organizations by integrating…