imimobile Enables ŠKODA Auto to Use the Whatsapp Business API for Customer Interactions

Implementing WhatsApp will improve customer experience for a variety of automotive services Global cloud communications software and services provider IMImobile PLC, announced that ŠKODA AUTO India has integrated the WhatsApp Business API as part of their customer communication strategy. ŠKODA is now using WhatsApp to streamline the vehicle service booking process, provide breakdown support, share their COVID-19 initiatives, share product information, and more. The WhatsApp Business API enables businesses to connect with…

Slingshot And Aptive’s Partnership Improves Retention And Reaches 500K Customer Interactions

Slingshot serves Aptive Environmental through explosive growth with 100 dedicated agents focused on multiple campaigns, including 24/7, omni-channel sales, receivables, customer service and retention Slingshot, the leading 24/7 customer engagement and sales service platform for pest control and home services providers, reaches a new milestone with Aptive Environmental, the fastest growing pest control firm in the nation. With over 100 trained, dedicated agents and now over 575,000 interactions for the year, Slingshot…

Ping Identity Acquires Personal Identity Leader ShoCard to Revolutionize Privacy, Streamline Customer Interactions and Put Users in Control…

New technology promises to redefine how consumers interact with business, strengthen identity verification and reduce friction when individuals engage with companies across digital channels. Ping Identity, the intelligent identity solution for the enterprise, announced the acquisition of ShoCard, a leader in technology designed to transform the way users manage their identity and engage with companies. The acquisition marks a significant step towards its vision of providing users with more control over their privacy while…

Pega Launches Ethical Bias Check To Help Prevent AI Discrimination Across All Customer Interactions

Pegasystems Inc., the software company empowering digital transformation at the world's leading enterprises, today announced Ethical Bias Check, a new capability of Pega Customer Decision Hub™ that helps eliminate biases hidden in the artificial intelligence (AI) driving customer engagements. The feature flags possible discriminatory offers and messages generated by AI across all channels before they reach the customer. Done right, AI has helped businesses add more value to every customer interaction, leading to deeper…

ActiveCampaign Expands Its Customer Experience Automation (CXA) Platform to Help Sales Teams Automate Personalized Customer Interactions…

The new functionality gives sales teams a holistic view of customer data, letting them automate repetitive sales processes without losing their personal touch ActiveCampaign, the leader in Customer Experience Automation (CXA), announced its expanded sales functionality, which includes custom and pre-built sales automations, a built-in CRM, and native integrations like Google Sheets and Slack. ActiveCampaign's CXA platform has everything growing companies need to make connections scalable, by automating personalized…

Swisscom Quadruples Customer Interactions in Just Six Months with Genesys Messaging for Apple Business Chat

Genesys Supports the World's Leading Messaging Services, Including Apple Business Chat Genesys, the global leader in cloud customer experience and contact center solutions, announced that Swisscom's customer satisfaction, efficiency and transactional Net Promoter Score® have improved by nearly 10% on messaging channels since deploying Genesys Messaging for Apple Business Chat just six months ago. "Our customers are shifting their preferred communication methods from traditional voice services to messaging," said Rolf…

ClearSlide Extends its Gong Integration for Advanced Visibility into Customer Interactions

Providing greater clarity into every sales call, demo, and email, ClearSlide leverages Gong revenue intelligence capabilities to drive efficient and effective sales outcomes The ClearSlide sales enablement platform announces that it has dramatically improved its integration with Gong’s AI-driven revenue intelligence. Every recorded meeting interaction in ClearSlide is now visible in the Gong platform, providing greater transparency into customer relationships and the status of deals. ClearSlide’s buyer engagement data pairs…

Christmas Travel Chaos Sparks Need for Better Customer Interactions

The weekend before Christmas Day is expected to be the busiest period for travel this winter, with an estimated 100 passengers flying out of Heathrow every minute alone. During the great Christmas getaway, hundreds of thousands of passengers are inevitably likely to experience delays, lost baggage or other logistical issues that will cause inconvenience and frustration. Online Travel Agents (OTAs) inundated with queries will feel the pressure to work against the clock to resolve every complaint. Marketing Technology News:…

LivePerson Debuts SocialConnect and EmailConnect to Help Brands Manage All Digital Customer Interactions in One Place

New solutions allow brands to deal with massive volume and shift customers to more effective messaging channels LivePerson, Inc., a global leader in conversational commerce solutions, announced the launch of SocialConnect and EmailConnect, bringing social media and email into the industry-leading LiveEngage platform. This debut gives brands the ability to easily manage customer conversations regardless of the channels where they occur — all in one place. Through SocialConnect and EmailConnect, brands can now manage the…

Sapiens Expands Its Partnership Ecosystem With Lightico to Enhance Digital Customer Interactions for the Insurance Market

Sapiens partners with Lightico to streamline the "last mile" of the insurance customer journey Sapiens International Corporation, a leading global provider of software solutions for the insurance industry, announced it has expanded its growing ecosystem by partnering with Lightico, an industry leader that offers a next generation platform for digital customer interactions for the insurance market. "Today's consumers have been trained by companies like Amazon, Uber, Apple and Netflix to expect instant experiences…

Salesforce Marketing Cloud and Sitecore Enable Users to Better Understand Customer Interactions Across All Channels

Sitecore Is Offering Integration for Sitecore Experience Manager™ and Sitecore Experience Platform™ with Salesforce Marketing Cloud Sitecore, a global leader in experience management software, announced that it is delivering phase one of the Sitecore Connect™ software for Salesforce Marketing Cloud customers. This first release provides an integration for Sitecore Experience Manager™ and Sitecore Experience Platform™ with Salesforce Marketing Cloud to help customers deliver highly personalized, connected experiences.…

Bluecore Partners With Magento Commerce for Enhanced Personalized Customer Interactions

New Retail Intelligence Offering Will Activate Retailers’ Live Product Sets, Use Insights to Pair Products and Communications with Customers Bluecore, an AI-driven retail marketing platform, has announced its technology partnership with Magento Commerce. Together, Magento and Bluecore will equip merchants with new opportunities to interact with their customers through individualized communications deployed directly from the Magento platform. The new offering is now available on the Magento Marketplace. Bluecore…

DEG and SessionM Partner to Deliver Smarter Interactions and Impactful Customer Experiences

Powerhouse Platform and Strategic Expertise Will Provide Consumer Brands with a Deeper Level of Loyalty Engagement Full-service digital agency DEG, Linked by Isobar and SessionM, the leading customer engagement and loyalty platform, have formed a strategic partnership to enhance brands' customer interactions, creating more impactful personalized customer experiences across every channel. As a SessionM strategic partner, DEG will work with brands to implement and integrate the SessionM platform, harnessing their data…

Manthan Advances Real-Time Interactions on Its Comprehensive Customer Marketing Platform

Enhanced Journey Builder and Mobile App Marketing Capabilities Add Value to Customer Interactions Manthan, a leading AI and Analytics company, announced an upgrade to its cross-channel campaign management and personalization solution, TargetOne. Retail marketers can now accomplish more with best-in-class journey marketing and mobile app marketing capabilities that together power real-time, contextual customer interactions. “With a complete loop of plan, design, preview, execution, tracking and reporting capabilities…

J.D. Power and ClickFox Create Alliance that Identifies Cross-Channel Consumer Interactions to Improve Omni-Channel Customer Experience

Aligns with J.D. Power's Strategy to Offer Leading-Edge Customer Experience Management Capabilities Expanding its industry-leading customer experience solutions, J.D. Power announced a unique global alliance with ClickFox that combines J.D. Power's world-leading consumer research, data analytics and customer experience advisory capabilities with ClickFox's industry-leading customer journey analytics platform which analyzes billions of cross-channel journey interactions at the world's largest financial services, energy,…

Frere Enterprises Recommends Customizing Customer/Business Interactions With Email Marketing

A business has to utilize all sorts of strategies to attract customers, returning or otherwise. A tactic that has been receiving an upswing in popularity is email mailing lists. Mailing lists are great because customers usually agree to being on them and that's a foot in the door, so to speak. Brandon Frere, strategic business planner and CEO of Frere Enterprises, suggests utilizing email marketing for more effective, personalized interactions with customers and the betterment of a business. Newsletters, digital coupons,…

Kitewheel’s State of the Customer Journey Report Finds Journey Interactions Growing Exponentially Across Emerging and Legacy Channels

The Analysis of Billions of Interactions Shows that Customer Journey is Becoming More Complex and Mature as Brands Seek to Influence the Entire Customer Experience in Real Time Kitewheel, a provider of the leading Customer Journey Hub, has announced the release of its annual State of the Customer Journey for 2018. The report, based on an analysis of over five billion customer journey interactions between 2014 and 2017, provides insight into how brands are investing in customer journeys across a variety of verticals 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…

Gartner Predicts 80% of Customer Service Organizations Will Abandon Native Mobile Apps in Favor of Messaging by 2025

Gartner Unveils Top Predictions for Customer Service and Support Leaders in 2021 and Beyond By 2025, 80% of customer service organizations will have abandoned native mobile apps in favor of messaging for a better customer experience, according to Gartner, Inc. Digital transformation for service organizations initially focused on websites for desktop users but shifted to enterprise-native mobile app experiences with the proliferation of smartphones and tablets. However, despite significant investment and promotion, most…

Salesforce Introduces Loyalty Management to Help Drive More Meaningful Customer Loyalty Experiences

New Loyalty Management product gives companies a 360-degree view of every member to increase customer satisfaction and create revenue-generating loyalty programs Salesforce, the global leader in CRM, announced Loyalty Management, a new product for companies across industries, including retail, consumer goods, manufacturing, travel and hospitality, to increase customer trust and engagement. Built on the Salesforce Customer 360 Platform, Loyalty Management allows companies to build intelligent loyalty programs for both B2B…