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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…

European Wax Center Launches Customer Experience Management Program 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 program with European Wax Center. The personal care brand franchise is partnering with SMG to advance the guest experience, uncover insights and drive loyalty across its growing network. Founded in 2004 by the Coba brothers out of their father’s salon, European Wax Center (EWC) has grown to include more than 750 centers across the United States.…

Quadient and Infosys Announce Global Partnership to Enhance Delivery of Customer Experience Management Solutions

Quadient and Infosys Announce Global Partnership to Enhance Delivery of Customer Experience Management Solutions Quadient, a leader in helping businesses create meaningful customer connections through digital and physical channels, announced that Infosys, a global provider of next-generation digital services and consulting, has become a Platinum Business Partner in Quadient’s Partner Advantage Program. Infosys will leverage and supply Quadient solutions to provide businesses with the leading omni-channel Customer…

Walgreens Boots Alliance Creates Personalized, Omnichannel Healthcare and Shopping Experiences Powered by New Customer Experience Management…

Company announces strategic partnership with industry leaders Microsoft and Adobe to launch second phase of digital transformation at the intersection of health and technology Walgreens Boots Alliance, Inc. announced an expansion of its strategic partnership with Microsoft and Adobe to launch a world-class digital experience and customer insights platform to deliver personalized healthcare and shopping offerings. It will provide Walgreens and Boots customers with products and services from its global pharmacy and retail…

McArthurGlen Designer Outlets Partners With Leading Retail Customer Experience Management Firm 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 McArthurGlen Designer Outlets. Europe’s leader in designer outlet shopping chose SMG for its differentiated approach and focus on driving business outcomes. Using the @SMGcustomersat customer experience management platform, @McArthurGlenGRP is capturing and analysing real-time guest feedback from a diverse customer base that spans…

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…

YUKAI Resort Launches Customer Experience Management Program With Service Management Group

Service Management Group (SMG), a global customer experience, employee experience and brand research partner to more than 500 brands, has been hired by YUKAI Resort to identify customer expectations, uncover key drivers of customer satisfaction and advance the customer experience across the organization. “With experience in a range of industries and a history of success in customer experience management, SMG will help us deepen our understanding of our customers through an advanced voice of the customer program” Founded in…

Adobe Leadership in Creativity, Digital Documents and Customer Experience Management Categories Drives Next Era of Growth

Company Raises Q4 FY2019 Digital Media Net New ARR Target Adobe will host a financial analyst meeting with investors and financial analysts at its Adobe MAX conference, where Adobe’s executive team will unveil the company’s strategy to expand its leadership in the creative, digital documents and customer experience management categories to drive sustainable, long-term top and bottom line growth in 2020 and beyond. As part of its presentation, Adobe will provide data showing that its total addressable market is expected to…

iperceptions Announces iper.loop, an Evolution in its Customer Experience Management Capabilities

Where Closed-Loop Feedback Meets Journey Analytics, Iper.Loop Empowers Brands to Detect, Visualize and Address Bad Customer Experiences When It Matters Most iperceptions, a global leader in Customer Experience Management (CEM) solutions, announced the public release of iper.loop, helping brands close the feedback loop with customers in real-time and pinpoint where in the customer journey their customers experience the most friction. iper.loop represents a natural evolution for iperceptions’ Customer Experience Management…

Looking to Uncover Guest Insights and Drive Action, Marston’s Partners with Customer Experience Management Provider SMG

Service Management Group (SMG), a global customer, patient and employee experience management provider to more than 500 brands, has announced a new customer experience management programme with Marston’s, the United Kingdom’s leading independent brewing and pub retailing business, which oversees and operates six breweries, 60 inns and more than 1,500 pubs. Seeking to expand its guest experience programme to reach more pubs and inns, Marston’s has selected SMG to help collect, analyse and share guest feedback across the…

OnePIN Named Top 10 Customer Experience Management Solution Provider

OnePIN receives recognition for innovative technology offerings and unparalleled commitment to customer success OnePIN, Inc., the world's leading provider of Digital User Engagement services for mobile network operators, announced that they have been recognized as one of the "Top 10 Customer Experience Management Solution Companies" in 2019 by CIO Applications Europe magazine. "The success of OnePIN's solutions is evidenced by the tangible and clearly quantifiable results we've delivered to our customers to date. Our…

Casey’s General Stores Looks to Uncover Customer Insights and Expand Loyalty with Smg’s Customer Experience Management Solution

Service Management Group (SMG), a global customer experience management, employee experience and brand research partner to more than 500 brands, has announced a new customer experience management (CEM) partnership with Casey’s General Stores. The nation’s fourth largest convenience store chain chose SMG for its category expertise and industry-leading professional services. Casey's is a Fortune 500 company that operates 2,100 convenience stores in 16 states across the Midwest. Seeking to measure the in-store experience and…

Binary Fountain Launches New Customer Experience and Engagement Features to Further Enhance Its Customer Experience Management Platform

Binary Fountain Continues to Expand upon Its Customer Experience (CX) and Reputation Management Platform with New Social Media Management, Listings Management and Employer Brand Management Tools. Binary Fountain, a leading provider of customer experience (CX) and online reputation management platform for enterprises, healthcare organizations and small and medium-sized businesses, announced the launch of new customer experience and engagement tools to its CX management platform. The latest updates ensure data accuracy across…

Sally Beauty Launches Customer Experience Management Program to Uncover Customer Insights and Drive Engagement Across Touchpoints

Service Management Group (SMG), a global customer experience management, employee experience and brand research partner to more than 500 brands, has announced a new partnership with global beauty products retailer Sally Beauty. The iconic specialty retailer chose SMG for the actionable insights delivered through its technology platform and industry-leading professional services. Sally Beauty is the world's largest distributor and retailer of salon-quality hair color, hair care, nails, salon and beauty supplies. With more…

Adobe and Software AG Partner to Advance Customer Experience Management

Adobe Experience Platform and Marketo Engage Combined with Software AG’s Technology Helps Companies Stitch Customer Data from Across Systems At Adobe Summit EMEA, Adobe and Software AG announced a partnership to help companies transform their customer experience management (CXM) by bringing together customer data from across multiple enterprise systems into a centralized and actionable real-time customer profile. Adobe and Software AG will create integrations between Adobe Experience Platform and Software AG’s webMethods…

Customer Experience Management Leader Medallia names Gavin Selkirk as Vice President of APAC

Veteran It Leader Will Spearhead Medallia's Rapid Growth Across the Asia-Pacific Medallia, Inc., the global leader in experience management, announced that IT industry expert, Gavin Selkirk, has been named the company's new Area Vice President and General Manager of Medallia's operations in the Asia-Pacific. Following eight years as a Lieutenant in the Australian Navy, Selkirk has enjoyed the past 25 years in the IT industry helping multinational companies grow and expand in Asia and will lead Medallia's accelerated…

Ansira Acquires eCRM Powerhouse BrightWave to Strengthen Customer Experience Management

Ansira Partners Inc. ("Ansira"), a leading marketing technology and services firm helping brands orchestrate customer experiences in the brand-to-local ecosystem, announced the acquisition of BrightWave, a leading email and eCRM company in the United States. Cited as a best-in-class industry leader by analyst firm The Relevancy Group, BrightWave has an unmatched collection of technology partners, including Salesforce Marketing Cloud, Adobe/Marketo, Oracle Marketing Cloud, and IBM Marketing Cloud, as well as fast-growing…

Give Your Customer a Carrot: IdeaCarrot Launches the Next Generation in Customer Experience Management (CXM)

In a market swamped with limitless choice, it's no longer enough for a company to rely on USPs or brand recognition. A company must sell an experience. Despite the mounting evidence that CX done well can deliver tangible results, many companies still aren't getting it. With the March 2019 launch of IdeaCarrot's new web-based CXM platform, business will at last have access to the tools needed to gain true Voice of Customer (VoC) data, and deliver outstanding customer experiences, and do so simply. "The launch of…

COPC Inc. Announces Its 2019 Global Public Training Calendar for Customer Experience Management Professionals

COPC Inc., a global consulting firm that helps companies improve operations to transform the customer experience, announces its 2019 management training program for call center and customer experience (CX) operations. This year’s calendar features 91 public classes in 18 countries, 29 cities and five languages. Private training is also available by request. “This year, we continue our global reach with our public training, especially in the Asia Pacific region, along with a renewed focus on private training. Working with…

Adobe Unveils Customer Experience Management (CXM) Innovations to Accelerate Digital Experience Delivery

New Capabilities in Adobe Experience Manager Enhance Content Agility and Personalization for Marketers and IT Professionals Adobe recently surveyed US consumers, revealing that 51 percent are more likely to make a purchase and 49 percent are more likely to become loyal to the brand if content is personalized. Brands are under pressure to deliver more personalized content to more channels, faster than ever before. This presents challenges for marketing and IT. Adobe unveiled new innovations in Adobe Experience Manager,…