CDK Global Research Reveals Impacts of Customer Experience Roles in Automotive Retail Industry

Women in Customer Experience Roles Translates to Big Wins for Dealers and Customers CDK Global, Inc., a leading retail automotive technology company, announced today new research findings on the evolving Customer Experience (CX) Manager role in dealerships, specifically how women are finding success in such roles and the overall impact of CX roles on customer retention and dealer success. “Proving relevance through research allows dealers to make data-driven decisions and take actions that improve profitability. ”…

The 4 Most Important Ways Software Impacts Your Customer Experience

Customers may not be interested in your customer experience software – but your company absolutely should be. When done right, a simple and sophisticated customer experience platform is a key tool for creating loyalty. For companies, it means being able to seamlessly communicate with customers across the channels they want – including email, chat, text, phone, and social media. For customers, it fosters a sense of trust that they can reach you the way they want. And since less than 30% of companies offer social messaging,…

Oracle Helps Major Insurer Streamline Customer Experience

Oracle Communications' SD-WAN eliminates downtime and improves customer resolution times for F&G F&G Annuities & Life (F&G) is using Oracle SD-WAN to boost customer service by reducing network interruptions. F&G's network relies on virtual desktop infrastructure (VDI) to serve nearly 700,000 customers across the United States. F&G's VDI includes business critical cloud collaboration, contact center, ERP and customer experience applications. In the past, network circuits would drop, forcing…

Leverage Intelligence for Exceptional Customer Experiences

An exceptional customer experience (CX)—in the eyes of the customer—is one where you engage with them at the right time, with a relevant message, while having the utmost respect for their privacy. Consider that 67% of consumers feel it’s important for brands to adjust content based on their current context, and 42% said they get “annoyed” when their content isn’t personalized. Strong security increases customer satisfaction by almost 30%, and 87% of customers will take their business elsewhere if they don’t trust a…

Customer Experience Market Converging as Qualtrics Extends Its Position as the Clear Market Leader

In Q4 2020, More Than 1,300 Customer Experience Programs Were Launched Using Qualtrics CustomerXM--Which Means More CX Programs Were Launched Using Qualtrics Than All Other Leading Customer Experience Providers Combined Qualtrics, the leader in customer experience (CX) and creator of the experience management category, today announced a record-breaking year for CustomerXM™. Qualtrics CustomerXM allows companies to predict, deliver, measure, and take action to improve the customer experience and impact key business…

Wirecard Becomes Official Development Partner of SAP to Drive Innovative Customer Experiences

Wirecard Is an Official Development Partner of SAP in the Area of Cloud Solutions Within the Framework of The SAP PartnerEdge Program Wirecard, the global innovation leader for digital financial technology, and SAP, the market leader in enterprise application software, are taking their long-standing partnership to a new level. Wirecard will combine its technologies with individual product divisions of SAP to deliver joint solutions that complete the customer journey and offer new kinds of digital customer experiences.…

Glovo Delivers Optimal Customer Experience With 2,400 Agents on Talkdesk Enterprise Cloud Contact Center

Talkdesk’s flexible, scalable and reliable cloud solution increases customer service capabilities for fast-growing mobile app delivery service in more than 20 countries  Talkdesk, Inc., the cloud contact center for innovative enterprises, today announced Glovo selected Talkdesk as its contact center solution. Glovo is an on-demand courier service that purchases and delivers any product through its mobile app. As one of the fastest-growing delivery players in Europe, Hispanic America and Africa, with more than 2,400 agents…

Qualtrics Appoints Customer Experience Industry Veteran to Run its Market-Leading CustomerXM Business

New Qualtrics CustomerXM leader Brian Stucki Will Leverage His Extensive Background in Customer Experience Solutions and Enterprise Customer Success to Continue Qualtrics' Unprecedented Growth and Leadership in the Customer Experience Industry Qualtrics, the leader in customer experience and creator of the experience management category, today announced the appointment of customer experience (CX) industry veteran Brian Stucki to lead the Qualtrics CustomerXM™ business. Stucki is responsible for leading the global…

Intellecta AI-Driven and Multichannel Analytics from OnviSource Delivers Automation for Workforce Optimization, Customer Experience…

Powered by Company’s Proprietary AI, Intellecta Analyzes 100% of Customer Interactions across Multiple Touch Points, Channels and Languages; And Offers Big Data and Content Management, Automated Quality Assurance/Compliance, and a Range of Analytics in Customer Sentiment, Intents, Trends and Behavior OnviSource announced Company’s continuous success in expanding the capabilities of its Intellecta Multichannel Analytics for intelligently automated analysis of 100% of customer interactions across varied channels. Advantages…

26-Year Contact Center And Customer Experience Industry Veteran Joins Forces With PACE Leadership

Growth and expansion of industry demand spawns new communities, events, learning, leadership concepts, and Corporate CX Council Leadership Summit to non-profit trade association Today, the Professional Association for Customer Engagement (PACE) the only non-profit trade association dedicated exclusively to the advancement of companies that engage with customers via the contact center, announces the addition of Christa Heibel to the PACE Team in an Interim Executive Director role to support strategic initiatives and member…

LendingPoint Chooses Vonage’s Unified Communications and Contact Center Solutions to Drive Growth and Transform Customer Experiences

Deal to lower costs and power connections for LendingPoint's global workforce Vonage, a global business cloud communications leader, today announced that LendingPoint, a data and technology platform provider for financial institutions, has chosen Vonage for its unified communications and contact center solutions to power all of LendingPoint's communication channels. "We're delighted to be working with an award-winning, technology company like LendingPoint. We've been watching their growth journey and are excited to see…

AlmavivA Lauded by Frost & Sullivan for its Strong Focus on Customer Experience in the Latin American Contact Center Market

AlmavivA makes significant improvements to clients' operations and ownership experience through the use of advanced technologies and a wide footprint Based on its recent analysis of the Latin American contact center outsourcing services market, Frost & Sullivan recognizes AlmavivA with the 2020 Latin American Competitive Strategy Innovation and Leadership Award for its emphasis on service improvements. Its use of advanced technologies, reimagined services portfolio, superior agent experience, and geographically…

Amdocs Announces CES20, the Disruptive Cloud-Native Version of Its Market-Leading Customer Experience Suite

CES20 Accelerates Service Providers’ Journey to the Cloud and Powers Move From Legacy Systems to a Leading Microservices-Based Suite; CES20 Capabilities Already Adopted at Leading Providers Around the World Amdocs, a leading provider of software and services to communications and media companies, announced the release of Amdocs CES20, a fully cloud-native, microservices-based version of its market-leading customer experience suite. Designed to run on any combination of major public and private clouds, CES20 offers service…

Enterprises Across the Globe Look to Improve Customer Experience

ISG Provider Lens Report Finds Companies Turning to Digital Business Providers for Help With Artificial Intelligence, Blockchain and the Customer Journey Enterprises across the globe are looking for digital business partners to help them improve customer experience while also leveraging emerging technologies like artificial intelligence and blockchain, according to a new report published today by Information Services Group, a leading global technology research and advisory firm. The 2019-2020 ISG Provider Lens Digital…

Newgen Enhances its Communication Offering for Superior Customer Experience

Customer Communication Management's (CCM) Updated Version OmniOMS 8.6 Launched Newgen Software Inc., a global provider of low code automation platform managing content, processes, and communication, launched OmniOMS 8.6 – an enhanced version of its customer communication management (CCM) suite. The new version enables users to easily create, design, and manage HTML email communications. "In the era of digital, enterprises need to reinvent customer experience by delivering the right message in the right context, and at…

Xenon arc Enhances SMB Customer Experience Capabilities

Harnesses Power of Magento Commerce for xa-Direct Model Xenon arc, a leading data-driven marketing and sales organization, announced the launch of its enhanced B2B ecommerce offering powered by Magento Commerce. The new offering is an expansion of the company’s disruptive business model, xa-Direct, to further improve and simplify the service experience for small business buyers of product in the materials industry. “Go-to-market strategies must appreciate the unique needs of these often-underserved customers” Tweet…

NWN Highlights Citizen Impact of ‘Improving Public Sector Customer Experience’ at California CIO Academy

NWN, a leading technology-enabled service provider focused on transforming the customer experience, will detail an effective and efficient approach to improving the public sector customer experience at the California Public Sector CIO Academy next week. NWN will be a sponsor of the CIO Academy event, for which NWN's Steve Nagai serves on the advisory board. Marketing Technology News: Future CEO: Top 6 Skills That You Need in 2020 NWN has a long history of public sector partnerships in the state of California. Many…

8×8 Contact Center Adds Secure Payment Process and Quality Management Capabilities, Wins CUSTOMER Magazine 2019 Customer Experience…

8x8, Inc., a leading integrated cloud communications platform, announced new capabilities for its 8x8 Contact Center solution as well as recognition from TMC, a global, integrated media company, which named 8x8 Contact Center as a 2019 Customer Experience Innovation Award winner, presented by TMC’s CUSTOMER magazine. With 8x8 Contact Center, companies can significantly boost agent engagement, collaboration, and productivity. The Winter ‘20 Release delivers new features and capabilities to further help companies, including…

Tealium and Invoca Partner to Orchestrate Better Customer Experiences and Maximize Marketing ROI

New Partnership Enables Organizations to Better Engage With Customers in Real Time by Unifying Inbound Call Analytics Data, Conversational Insights, and Rich Customer Profiles Tealium, the trusted leader in real-time customer data orchestration, and Invoca, the leading enterprise provider of AI-powered call tracking and conversational analytics, announced a strategic partnership that enables organizations to combine customer data and conversational analytics insights in real time to better inform contact center interactions…

Directly Promotes Mike DE La Cruz to CEO, Announces Record Growth of Customer Experience Automation Platform

Directly, a leader in customer experience automation, announced the appointment of Mike de la Cruz to CEO. De la Cruz will continue the expansion of Directly’s industry leading platform, which simplifies the complex task of making AI and virtual agents work. AI is rapidly transforming the “back-office,” automating business processes like order-to-cash and procure-to-pay. However, AI is struggling in the “front office”, where virtual agents misunderstand customer needs and fail to provide helpful responses and automated…