The new partnership will support brands in elevating customer experience through listening, interpreting, and acting on customer feedback Alida (formerly Vision Critical), creator of the world’s first CXM & Insights Platform, today announced BIG In Digital, an Indonesian technology-driven digital marketing agency will join the Alida Partner Network to deliver elevated customer experience (CX) and insights to organisations in Asia. Marketing Technology News: Samba TV and 605 Partner To Create An Unparalleled…

Signature conference highlights key trends and technologies in a new human-driven era of marketing. Iterable, the leading cross-channel platform for unified customer experiences, today hosts its global virtual conference, Activate Live, to highlight stories, insights and strategies from the makers of some of the world’s most compelling marketing campaigns. The virtual event, airing live today until 2:30 p.m. PT, features an incredible lineup of speakers. Kicking off the conference are headline speakers …

It blends automation with human emotional intelligence to provide clients with the best possible CX Based on its recent analysis of the Latin American and the Caribbean customer experience (CX) outsourcing services market, Frost & Sullivan recognizes OneLink (OneLink) with the 2020 Latin American and the Caribbean New Product Innovation Award. It has set itself apart from the competition by delivering enhanced CX through digital transformation and comprehensive strategies. Developing new solutions for clients,…

The bolstered leadership team will drive accelerated growth and innovation in next phase of company journey Iterable, the cross-channel platform for unified customer experiences, announced today the addition of five leadership team members in 2020 who will be pivotal in furthering the company’s vision of empowering empathy-driven customer engagement. With a diversity of knowledge and lived experiences across the enterprise landscape, these leaders bring decades of collective wisdom that is fundamental to…

New solution suite helps companies optimize product designs, create better user experiences and accelerate go-to-market speed R.R. Donnelley & Sons Company, a leading global provider of marketing and business communications, today announced a suite of 3D solutions to help manufacturers and retailers create rich user experiences and accelerate go-to-market speed. Designed to leverage the power of emerging technologies, such as 5G and spatial web for the Internet of Everything (IoE), RRD’s end-to-end 3D suite features…

Agillic, a leading Danish omnichannel marketing software company, is going to help Swedish energy company Telge Energi make consumers more conscious about the need and the benefits of sustainable energy. Telge Energi continuously experiences an increasing interest from consumers who want to reduce the CO2 emissions and environmental impact. The company will use Agillic to deliver personalised communication throughout the customer journey. Telge Energi, was one of the first energy companies in Sweden to transition away…

The partnership combines best-in-class digital shelf technology with eCommerce and marketing solutions to drive growth for global CPG brands and manufacturers Avionos, which designs and implements digital commerce and marketing solutions, and Salsify, the commerce experience management platform that helps brands win on the digital shelf, announced a partnership to support CPG brands and manufacturers across the globe in syndicating and rolling out product information across marketplaces. The partnership will further extend…

New RPA and Agent Security Solutions Set a New Standard for Customer Service Amid Era of Remote Work and High Customer Expectation Uniphore, an early leader in Conversational Service Automation (CSA), announced the addition of its new U-Trust portfolio and U-Assist Assurance solution to its portfolio. With these new solutions, Uniphore customers will be better able to support call center agents and operations, while building trust with consumers and delivering a better overall customer experience. Uniphore’s new…

Global Annual Customer Experience Trends Report 2021 shows customers continue to be more demanding, making it harder for businesses to meet expectations in a post-pandemic world Despite 2020 being a year of far-reaching and rapid transformation in how people live, collaborate, and connect, the global Zendesk Customer Experience (CX) Trends Report 2021 shows the customer experience is increasingly crucial to business success, and that the most successful companies are adopting new technology at record speed. In fact, new…

Organizations Gain Newfound Visibility into Customer Journeys to Speed Issue Resolution and Improve Business Outcomes Verint Systems Inc., The Customer Engagement Company, announced the addition of Digital Behavior Analytics to its Experience Cloud solution, creating a deep, insightful, and comprehensive view of digital customer interactions. The new solution captures and tracks millions of clicks, gestures, taps, and other actions so organizations can see and analyze how customers navigate digital properties, automate how…

Omnichannel marketing software company Agillic is going to support Lessor Group in building data-driven and personalized communication. The company offers payroll and HR solutions and operates internationally. It has made customer-centricity a strategic priority in its efforts to attract new customers, increase customer loyalty, and maximize the customer lifetime value. In recent years Lessor Group has transformed its business from a primarily product-oriented company towards a customer-centric organization. Relevant and…

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…

Jacada, Inc., a pioneer of intelligent customer service automation, has announced its newest strategic partner, Servion Global Solutions, a leading Contact Center and Customer Experience (CX) solution provider headquartered in Princeton, NJ. The partnership enables Servion to resell, deploy and support Jacada’s entire customer service automation portfolio globally. Businesses continue to compete on customer experience more so than on price or product. The pandemic has only exacerbated the challenges for laggards…

NICE inContact, a NICE business, announced the findings of a global research study detailing the growing role of digital-first omnichannel experiences in fostering customer loyalty and advocacy. The 2020 NICE inContact Customer Experience (CX) Transformation Benchmark, Business Wave surveyed over 1,000 global contact center decision-makers and found a trend among businesses moving towards self-service vs. agent-assisted channels — now 43 percent of businesses prefer to offer self-service channels, a 15 percentage point…

Businesses in Singapore have the highest digital experience maturity Overall, the region lags behind with a score of two out of five, in part because they haven’t realised the full potential of their marketing technology stack Banking, financial services and insurance (BFSI) providers have the highest level of maturity, with 40% scoring a 4 or 5 Impacted by the many shifts in economies, competition, the pandemic and changing use of real estate, retailers have done particularly well across the region Manufacturing…

Oracle announced a new cloud-based customer experience (CX) management solution for the communications industry. Oracle Digital Experience for Communications is a suite of industry-specific applications that capture and analyze customer-interaction data from front and back-office operations. This helps service providers better understand their customers' unique buying behaviors and preferences so the providers can quickly launch compelling new offers and products, provide better service, and increase sales. "While every…

Dentsu announced a partnership with Adobe focused on customer experience transformation and a shared vision to create value for brands through digital innovation. As part of the announcement, Merkle, dentsu International’s customer experience management (CXM) company, is joining Adobe’s technology partner program as a Premier partner with its Merkury identity resolution platform. Marketing Technology News: Bang & Olufsen Selects CreatorIQ as Global Influencer Marketing Platform of Record The partnership will focus…

Based on its recent analysis of global cloud unified communications and collaboration (UCC) adoption strategies, Frost & Sullivan recognizes Fuze, Inc. as a leader in customer success with the 2020 Global Customer Value Leadership Award. Enterprises migrating their mission-critical communications and collaboration workloads to the cloud will need credible and qualified providers to ease the transition and generate optimum value from their investments. Fuze has uniquely responded to this need with a solution portfolio…

Customer Touch Point (CTP) has improved customer experiences globally by combining honest, respectful expertise, a get-things-done mentality, and powerful technology partnerships. Zappix customer self-service experiences and digital patient engagement solutions represent yet another powerful partnership to enhance the frictionless user experiences Customer Touch Point has delivered for years. With fast, intuitive, and digital automation, Zappix solutions deliver the CX consumers want through the channel they prefer.…

Report highlights aspects including the scalability of the modern marketing technology platform and real-time versus relevant-time experiences Merkle, a leading technology-enabled, data-driven customer experience management (CXM) company, released its Q3 2020 Customer Engagement Report. The report explores the modern marketing technology platform, how it is implemented, and how marketers feel their platforms deliver engaging customer experiences. Merkle’s research also explores the balance of real-time versus…