Leading Reputation Experience Management Company Brings Together Customer Experience and Online Reputation Management Reputation.com, provider of the first -- and only -- complete Reputation Experience Management (RXM) platform, announced three new innovative products: Reputation Score X, a next-generation tool that combines at-a-glance performance metrics with prescriptive analytics; Feedback Anywhere, an open platform integration layer that allows users to consolidate customer feedback from disparate data sources into…

New technology helps physical retailers understand customer feedback and act immediately to increase retention and drive loyalty Punchh, the leader in digital marketing solutions for physical retailers, announced the launch of Punchh Deep Sentiment Analysis. The new product allows brands to extract valuable insights from customer reviews using Punchh’s natural language comprehension engine built with industry-leading deep learning and artificial intelligence. “Punchh is the only product that gives us an easy way to not…

Today’s businesses no longer compete on product, price and advertising space alone. The experience they provide to customers has become a leading differentiator, and deterrent, in purchase decisions. Poor customer experiences cost U.S. businesses $62 billion in 2016, up $20 billion from 2013. In an effort to reduce lost revenue, Gartner predicts that 50 percent of product investment projects in 2018 will be redirected to customer experience innovations. Now that business is often conducted online, optimizing websites…

Get in touch with Quantzig’s analytics experts for comprehensive insights Quantzig, a global data analytics and advisory firm that delivers actionable analytics solutions to resolve complex business problems, has announced the completion of its recent engagement that throws light on how social media sentiment analysis helped an electronic device manufacturer transform social media data into actionable insights. Social media #sentimentanalysis is an analytical approach that focuses on leveraging natural language…

Survey of Customer Service Professionals Identified Limited Staff, Budget and Access to Technology as Major Impediments to Efficiency Mandate Kustomer, the omnichannel SaaS platform reimagining enterprise customer service to deliver standout experiences, today announced new data on the state of the customer service industry which underscores the need for greater efficiency, particularly in today's rapidly shifting business environment. The survey of over 120 customer service professionals, across a variety of industries,…

Enterprise customers can leverage IntelePeer expertise to deploy communications-enabled workflows, advanced AI capabilities, and analytics with Atmosphere® CPaaS IntelePeer, a leading Communications Platform as a Service (CPaaS) provider, announced today the availability of Atmosphere Managed Solutions, a full-service program that assists customers with creating self-service and omni-channel customer experiences through workflow automation, artificial intelligence, and advanced analytics. Industry leaders are investing…

Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation, has announced that Koopid, the next-generation, AI-powered customer experience orchestration platform, has chosen Vonage to grow their customer base and enhance customer experience at a time when customer experience is more important than ever. Koopid, an AI-powered self-service customer experience platform, designed to enable seamless self-service customer journeys, will use Vonage to integrate voice chat, SMS,…

As a CEO, a million things command my attention every day. Hiring great people, keeping an eye on the market, looking ahead for potential challenges, managing finances, reporting to the board...but in spite of all of the day-to-day tasks, customers are always top of mind. How to deliver a great customer experience is increasingly a hot talking point for many companies, but unfortunately, many companies still don’t understand “why” CX is so important. A great customer experience is the largest and most efficient growth…

AI-powered add-on integrates BI with industry’s most advanced CXM platform For years, SANDSIV’s pioneering sandsiv+ customer experience management (CXM) platform has helped companies understand their customers. Now it brings that understanding to the heart of business operations with VOC CI, the Customer Intelligence (CI) application available now as an add-on for sandsiv+. Companies have long recognized the central importance of understanding and tracking market trends and changing consumer behaviour to identify both…

71% in multi-country survey notice more personalization in customer experiences thanks to technology It's a more efficient but somewhat impersonal world when it comes to customer service, according to a new survey sponsored by Genesys®, the global leader in cloud customer experience and contact center solutions. Genesys gauged the sentiments of 5,000 adults in six countries: Australia, Germany, Japan, New Zealand, the United Kingdom (U.K.) and the United States (U.S.). While a majority (71%) believe that customer service…

Also released, free user sentiment monitoring solution to provide vendor visibility and speed up outage recovery Catchpoint™, the leader in next-generation Digital Experience Monitoring (DEM), today announced it has added ‘user sentiment’ to its advanced monitoring platform, combining Synthetic, Network, Endpoint and Real User Monitoring capabilities, making it the most comprehensive digital experience monitoring (DEM) platform available. This new integrated capability provides enterprises with broader insights into the…

Independent study commissioned by Ada in March 2020 underscores customer satisfaction as top business priority; Ada launches CSAT Pro to better understand and optimize chat interactions Ada, the leader in Automated Customer Experience (ACX), announced new findings from a commissioned study conducted by Forrester Consulting on behalf of Ada in March 2020 which found that many business leaders say that customer satisfaction is their top goal but three out of four (76%) expect difficulty in achieving this without raising…

COVID-19’s impact on your subscription customers can be hard to assess. Uptick seeks to change that with their newly released free product Software firm Uptick has released a new customer success management product. Uptick Customer Communications Analyzer has been designed to help businesses identify how the coronavirus pandemic is affecting their subscription business. Uptick Customer Communications Analyzer scans emails and meeting invites from prospective customers and existing clients – it then alerts you to business…

Customer Experience Management solution introduces 6-month program offering free access to curated customer feedback solutions to support companies through COVID-19 crisis iperceptions, a global leader in Customer Experience Management (CEM) solutions, today announced the launch of iperceptions adapt, a free, 6-month customer feedback program that provides businesses access to curated solutions to help them listen to their customers and website visitors, and navigate the business impacts from COVID-19. The iperceptions…

KustomerIQ leverages advanced artificial intelligence to help agents more efficiently analyze and take action on customer requests. Machine learning models are deployed to allow support experiences to be more rapid and accurate Kustomer, the SaaS platform reimagining enterprise customer service, announced the broad rollout of KustomerIQ, its artificial intelligence engine embedded across the Kustomer CRM platform. Kustomer IQ is empowering companies to do more with less, and operate as efficiently as possible in the face…

April 16 is the Get To Know Your Customer (GTKYC) day. For those who came in late, GTKYC Day is observed annually every quarter on the third Thursday of January, April, July, and October. In the current slowdown brought by COVID-19 lockdown and travel restrictions, the pledge to follow GTKYC becomes even more resolute. Ahead of the Get to Know Your Customer Day, Julien Rio of the RingCentral Engage Digital shared valuable insights on how the quarter starting April will be unique in many ways, something nobody predicted or…

The customer journey has taken some unexpected turns as retailers and shoppers navigate the ever-changing rules surrounding the coronavirus pandemic. Shoppers grapple with stock-outs and faraway delivery dates, changing store hours, new pickup options, and new rules around online purchases and returns.  Retailers are expected to cater to customers through it all while dealing with depleted staff, reimagining store footprints and fulfillment like curbside pickup, and uncertainties in the supply chain. Now is a good time to…

Sentiment Voting During Live Broadcasts Helps Engage Remote Workers and Provides Critical Feedback to Executives Regarding Employee Well Being Over the last few weeks, MediaPlatform has observed changes in customer usage that include enhanced use of interactivity elements – from sentiment voting to polls, surveys and Q&A – as companies have shifted to the new work-from-home reality. With a growing number of companies mandating work-from-home policies, MediaPlatform customers – who were already heavy users of…

How would you react if you found out that 73.6% of organizations operate without enterprise-wide CX analytics systems! If experience isn’t central to your business, you’re likely to lose in the long race. It’s mostly a marathon, run at a pace of a Sprint runner. NTT recently asked marketers, "Is CX a differentiator or detractor in your organization?" Most marketers have heard about customer experience, but only a very few have mastered it. In the current COVID-19 scenario, client-facing teams are finding it hard to…

Marketers drive 2-4x better advertising results using artificial intelligence to predict where customers are in their journey with a brand ViralGains, the leader in intelligent ad journey orchestration, announced the launch of its VoiceAlike artificial intelligence technology. ViralGains VoiceAlike™ technology leverages consumer interaction and proprietary artificial intelligence to help marketers maximize customer response to their advertisements. A major study by IPG Media Lab and MAGNA found that ViralGains ad journeys…