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…

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…

Comprehensive survey explores how businesses are preparing for industry changes ahead Merkle, a leading technology-enabled, data-driven customer experience management (CXM) company, released its 2021 Customer Engagement Report (CER) of 2021. The report explores data-driven conversations that focus on how businesses are responding to changes in key aspects of customer engagement, including the death of third-party cookies, new strategies required for data and identity, and digital and offline experiences. Merkle surveyed…

For the 12th consecutive quarter, Birdeye, the all-in-one customer experience platform, has been named the overall leader in customer experience and online reputation by G2. In total, Birdeye won 165 awards in 12 categories. These include: Overall Leader in Online Reputation, Experience Management, SMS Marketing, Live Chat, Local SEO, Local Listing Management, Mobile Marketing, Conversational Customer Engagement, Customer Advocacy and Local Marketing Marketing Technology News: Rajeev Singh Rathore Joins RingCentral…

Nuvi becomes industry-leading social analytics and customer experience platform, empowering enterprise marketers and brands to resolve collapses in customer experience and underlying causes of customer churn At the beginning of 2020, Nuvi repositioned their brand as a holistic social customer experience platform followed by a series of monumental innovations in social data analytics and collaborative cx tools for enterprise businesses. At the base of Nuvi's innovation lied the release of the anticipated Nuvi Language…

Flare Sentiment Analysis, created by Master Zendesk Partner FayeBSG, provides the ultimate predictive customer experience by automatically analyzing incoming support messages' mood and gauges sentiment on each response. Faye Business Systems Group, a leading global technology company and Master Zendesk Partner, announced the availability of Flare Sentiment Analysis for Zendesk. With the release of Flare Sentiment Analysis, Zendesk users can now utilize a sophisticated machine learning application that can scan…

Enhancements to CxEngage platform and integrations with industry-leading applications improve automation and intelligence, agent productivity, workforce optimization and reporting Lifesize, a global innovator of immersive enterprise communication solutions, announced a bevy of new features and integrations for the Lifesize CxEngage contact center-as-a-service (CCaaS) platform. Ranging from conversational AI to reporting capabilities, these enhancements enable contact center agents to be more effective in their work and…

BigCommerce, a leading Open SaaS ecommerce platform for fast-growing and established brands, announced a new partnership with EPAM Systems, a leading global provider of digital platform engineering and software development services. Through this partnership, BigCommerce merchants will gain access to EPAM’s global expertise in crafting customer-centric experiences across digital touchpoints. Named one of Fortune’s 100 Fastest-Growing Companies for two years in a row, EPAM employs more than 38,000 professionals around the…

Hootsuite unveiled a host of new Instagram functionalities in 2020—here’s how they can transform your Social Media Strategy in 2021 With more than half a billion active daily users, Instagram has become one of the world’s fastest-growing social media platforms. The platform’s advertising audience grew by more than 76 million in Q3, 2020, and had reached a total of 1.16 billion people by October. From photo and video posts—to Stories, carousels, and shoppable posts—brands know that there’s a world of opportunity out…

Outreach, the number one sales engagement platform, announced a brand new product, Outreach Insights, featuring Buyer Sentiment Analysis —  introducing a first-of-its-kind artificial intelligence capability that captures buyer emotions and signals to more accurately measure sales engagement versus activity metrics like reply, click, and open rates. "For too long, the sales industry has been stuck relying solely on insufficient activity-based metrics, like reply rates, to measure engagement because it's all we had. As most…

Seamless integration provides real-time and post-call customer feedback and actions that lead to exceptional customer engagement and experience Medallia (MDLA), the leader in experience management announced a partnership with Five9, a leading cloud contact center provider. The two companies will deliver a seamless integration between the Five9 Intelligent Cloud Contact Center and Medallia Experience Cloud - providing real-time feedback and analytics on call center interactions and customer engagement. “Customers want to…

Speech Analytics and Contact Center AI Improve Experiences for Both Clients and Agents Observe.AI, a leader in Contact Center AI, announced that its platform has enabled National Debt Relief (NDR) to improve customer experience, automate quality assurance, and provide better coaching to its front-line agents. NDR, one of the country’s largest and most reputable debt relief companies, leverages the Observe.AI platform to analyze 100% of call interactions and automatically surface key areas of concern for customers while…

CallFinder, the market-leading provider of SaaS speech analytics technology and automated quality monitoring solutions, announced a new release that provides businesses with greater insights into customer interactions to improve CX and reduce customer churn. This release marks the official launch of Insights, which includes sentiment analysis by agent, in conjunction with silence and overtalk, developed to help organizations meet the increasing demands of the modern contact center. CallFinder’s Insights provides context and…

Firstsource Solutions Limited, a global provider of Business Process Management (BPM) services and a RP-Sanjiv Goenka Group company, today announced a strategic partnership with Uniphore, the global leader in Conversational Service Automation (CSA), to utilize its platform as an important component to Firstsource’s Digitally Empowered Contact Center (DECC). The agreement centers on both Firstsource and Uniphore bringing together global expertise, deep domain experience, and cutting-edge technology to deliver enhanced…

New CX Maturity Scale finds companies using service and support best practices drive dramatically better success and agility in the midst of the COVID-19 pandemic Zendesk, Inc. released new research in partnership with Enterprise Strategy Group (ESG) that shows how companies in Asia Pacific (APAC) investing in customer experience (CX) are reaping the benefits. The study found a clear link between organisations with more mature CX capabilities and improved business success in areas such as market share, increased customer…

Planterra Foods will use the Alida Sparq digital insights platform to make decisions with their customers, not for them Alida (formerly Vision Critical), creator of the world’s first CXM and insights platform, today announced that Planterra Foods, an innovative plant-based protein start-up, has chosen its Alida Sparq digital insights platform to uncover customer insights that unlock real-time feedback to build more innovative products and a better customer experience. Marketing Technology News: Now, One WhatsApp Business…

Voice-Based Conversational AI Champions CX Challenges; Enables Greater Customer and Employee Satisfaction Through Automation, Improving Accuracy, Efficiency Cognigy, a global leader in Conversational AI, announced the release of Cognigy Voice Gateway (VG), an artificial intelligence voice solution, which deploys virtual agents (naturally-conversing voice bots) for automated inbound and outbound voice calls, whether via phone, web or mobile. Cognigy VG is designed to empower enterprises to automate high volume customer…