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Invoca Announces Three New Conversation Intelligence Solutions for Sales, eCommerce, and Customer Experience Teams

At its 6th annual conference, Invoca announced three new solutions that extend its AI-powered conversation intelligence platform beyond the marketing organization to also serve sales, eCommerce, and customer experience teams. The new solutions will allow all revenue teams at business-to-consumer (B2C) brands to create better buying experiences, drive more leads, and increase revenue. By helping brands understand conversation data and activate it across their technology stack, Invoca's Active Conversation Intelligence…

Concentrix Releases Cloud Platform for Digital Customer Experience Management

Concentrix, a leading global Customer Experience Solutions Company, announced Concentrix Experience Platform (XP), the CX industry's newest platform for next-generation customer experience management. The global shift to digital and remote work has accelerated the need to reduce contacts in a scalable and resilient fashion making it easier to digitally empower customers and agents alike. Marketing Technology News: Deliveroo and Onfido Expand Partnership to Provide Streamlined Digital Identity Verification Concentrix…

Merkle Enters into Strategic Collaboration Agreement with AWS to Help Brands Deliver the Total Customer Experience

Merkle, a leading technology-enabled, data-driven customer experience management (CXM) company, announced that it has signed a Strategic Collaboration Agreement (SCA) with Amazon Web Services (AWS). Through this collaboration, Merkle can help enterprises accelerate data transformation using AWS, reinforcing its commitment to helping brands deliver the total customer experience. This relationship will serve clients undergoing data modernization by providing an end-to-end accelerated cloud transformation solution. The move…

CGS Commended by Frost & Sullivan for its Introduction of Augmented Reality in an Immersive Customer Experience Solution, Teamwork AR

Teamwork AR addresses businesses' changing demands by delivering remote support, enhanced training, and more interactive sales engagement Based on its recent analysis of the European customer experience (CX) outsourcing services market, Frost & Sullivan recognizes CGS with the 2020 European New Product Innovation Award for its Teamwork AR solution. The Teamwork AR app works on any device – smartphone, laptop, or tablet – giving users access to self-guided assistance in an augmented reality (AR) setting, making the…

Airkit Launches with $28 Million in Funding to Fix the Last Mile of Digital Customer Experience for Leading Brands

Airkit, the world’s first Low-Code Platform for Customer Engagement, announced general availability of its solution for building customer experiences with $28M in funding from Accel, Emergence Capital, and Salesforce Ventures. Airkit CEO Stephen Ehikian and CTO Adam Evans were previously the COO and CTO/co-founder, respectively, of RelateIQ, a relationship intelligence company acquired by Salesforce.com in 2014. Airkit already counts SkipTheDishes, Turo, Agero, EZR, a Fortune 500 Insurance Company and a Fortune 1000 Bank…

Sabio Group Extends Customer Experience Capability With Anana Acquisition

Sabio Group has acquired customer experience solutions specialist Anana. The acquisition supports Sabio’s goal to become the leading player across the European customer experience market, adding scale and significantly strengthening the organization’s multi-vendor capabilities across EMEA. Founded in 2001, and with over 100 employees operating out of the UK and South Africa, Anana is an award-winning Genesys Partner with Genesys Engage, Genesys Cloud, and AppFoundry Partner accreditation. Anana provides a comprehensive…

Companies With Agile and Collaborative Customer Experience Programs Say They Demonstrated Financial Growth During Pandemic, Study Shows

SurveyMonkey research shows that 89% of surveyed C-level executives say that they are extremely invested in CX, and 87% of professionals say that their organization finds customer feedback holds more importance now than before COVID-19 SurveyMonkey, a leader in agile software solutions for customer experience, market research, and survey feedback, today shared the findings from its new report that examines the current state of customer experience (CX). The research identifies how prioritizing CX can help companies in…

Zappix Partners with Customer Touch Point to Improve Customer Experiences

Customer Touch Point (CTP) has improved customer experiences globally by combining honest, respectful expertise, a get-things-done mentality, and powerful technology partnerships. Zappix customer self-service experiences and digital patient engagement solutions represent yet another powerful partnership to enhance the frictionless user experiences Customer Touch Point has delivered for years. With fast, intuitive, and digital automation, Zappix solutions deliver the CX consumers want through the channel they prefer.…

Publicis Sapient Named a Leader in the IDC MarketScape for Worldwide Customer Experience Improvement Services

Publicis Sapient, the digital transformation hub of Publicis Groupe, has announced it has been named a Leader in the IDC MarketScape: Worldwide Customer Experience Improvement Services 2020 Vendor Assessment. Publicis Sapient was among 13 service providers that participated in this evaluation. The report, authored by Douglas Hayward, Research Director, Worldwide Digital Strategy and Agency Services at IDC, noted that “Publicis Sapient is a good fit for organizations looking for a partner combining the creativity of a…

Leverage NLP-based UniMRCP Integration To Power Modern Customer Experience

Clients can now implement state of the art speech recognition into their IVR solutions using Deepgram’s UniMRCP  IVR technology is witnessing a tectonic shift toward becoming a full-blown virtually managed deep science technique for contact centers and customer support management platforms. And, it’s the customer preference that’s pushing IVR platforms to leverage more of AI ML and marketer’s behavioral marketing intelligence capabilities to solve Customer experience issues commonly linked to IVRs. Business analysts…

Forrester’s New Touchless Customer Experience Solution Tracks Real-Time Consumer Feedback During Pandemic

With FeedbackNow, leading brands gain critical in-the-moment consumer feedback safely to manage customer sentiment Forrester unveiled the touchless version of FeedbackNow, a real-time customer experience (CX) data collection solution at the point of experience to ensure the safety of customers and employees. As businesses reopen and travel becomes normal again, consumers expect safety, comfort, and control of their environment and in how they interact with brands. With cleanliness and hygiene being top of mind for…

ActiveCampaign Expands Its Customer Experience Automation (CXA) Solution to Power Service and Advocacy Through the Entire Customer Lifecycle

Customer support and account management teams now have the tools to strengthen customer advocacy through more personalized customer dialogue at every touchpoint ActiveCampaign, the leader in Customer Experience Automation (CXA), launched their CXA for Service solution, which meaningfully connects service and support interactions to the entire customer experience. Too many businesses treat success and support as an afterthought, and rely on canned responses, cold outreach, and autoresponders for post-sale customer…

Publicis Sapient Named a Leader in the IDC MarketScape for Worldwide Customer Experience Improvement Services

Publicis Sapient, the digital transformation hub of Publicis Groupe, has announced it has been named a Leader in the IDC MarketScape: Worldwide Customer Experience Improvement Services 2020 Vendor Assessment. Publicis Sapient was among 13 service providers that participated in this evaluation. The report, authored by Douglas Hayward, Research Director, Worldwide Digital Strategy and Agency Services at IDC, noted that "Publicis Sapient is a good fit for organizations looking for a partner combining the creativity of a…

Brainier Announces Passing of VP – Customer Experience, Jenny Ellingen

Brainier Solutions issued the following statement: “It is with great sadness that we announce that Jenny Ellingen, Vice President of Customer Experience, passed away Saturday at home surrounded by family, due to complications from a long illness. The entire Brainier and BI-Worldwide families mourn this loss and extend our deepest sympathies to the Ellingen family. Jenny was a deeply caring individual and that passion led her to create and manage an award-winning customer support team.” Marketing Technology News: The Globe…

Cyara Appoints New Head of Customer Experience Amidst 41% YoY Growth

Cyara, provider of the leading Automated Customer Experience (CX) Assurance Platform, proved the success of its innovative approach to contact center test automation strategies and CX assurance by closing its 2020 fiscal year with 41% year-over-year SaaS bookings growth, an 40% increase in year-over-year renewal bookings, and with 95% customer retention. This is a testament to Cyara’s innovative approach to contact center strategies and CX assurance, which led to significant new customer acquisitions across healthcare,…

Merkle Q3 2020 Customer Engagement Report Explores Gaps in the Delivery of Full Customer Experiences

Report highlights aspects including the scalability of the modern marketing technology platform and real-time versus relevant-time experiences Merkle, a leading technology-enabled, data-driven customer experience management (CXM) company, released its Q3 2020 Customer Engagement Report. The report explores the modern marketing technology platform, how it is implemented, and how marketers feel their platforms deliver engaging customer experiences. Merkle’s research also explores the balance of real-time versus…

Merkle Appoints Azlan Raj to Newly Created EMEA CMO Role to Lead Innovation in Customer Experience Transformation

Merkle, a leading technology-enabled, data-driven customer experience management (CXM) company and part of Dentsu Aegis Network, has appointed Azlan Raj to the newly created role of chief marketing officer for the EMEA region. This new role has been designed to continually evolve Merkle’s leading digital and data capabilities across the region to drive customer experience transformation for clients. Azlan previously Merkle's SVP for customer experience across EMEA, will be responsible for evolving the company's…

ArenaCX Raises $2 Million To Bring Its Marketplace Approach To The Customer Experience Industry

Customer Experience Startup Incentivizes Global Contact Centers To Compete For Business Through Performance-Based System ArenaCX, the customer service marketplace delivering on-demand support to businesses, announced it has raised $2 million in a seed funding round led by Sovereign's Capital. The new capital will help ArenaCX further enhance its software platform, including integrations with more customer support software providers. ArenaCX is transforming how customer service leaders engage and manage labor to create…

Sitel Group, UiPath Partner to Transform Customer Experience Industry with Hyperautomation

UiPath RPA platform combined with Sitel Group’s decades of customer service know-how delivers new CX and automation capabilities for global brands UiPath, the leading enterprise Robotic Process Automation (RPA) software company, and Sitel Group, a leading global customer experience (CX) management provider that delivers more than 4.5 million customer experiences every day, announced they have partnered to combine Sitel Group’s breadth of industry experience and customer-centric approach with the UiPath end-to-end platform…

Video Customer Experience Platform Hippo Video Raises $4.5M in Series a Round Led by Alpha Wave Incubation and Exfinity Venture Partners

Hippo Video - a fast-growing company in the video-driven Customer Experience (CX) domain, has raised $4.5 million in Series A funding. The investment round was led by Alpha Wave Incubation (AWI), a $300m venture fund, managed by Falcon Edge Capital, a leading global alternative asset manager, and backed by ADQ, one of the largest regional holding companies based in Abu Dhabi, and Exfinity Venture Partners. Existing investors Sequoia Capital India's Surge, and KAE Capital also participated in this round. This latest round of…