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Verint AI and Analytics Solutions Receive the Highest Customer Satisfaction Scores in New Interaction Analytics Report

Company Recognized for Largest Global Customer Base and Greatest Increase in Number of Customers Verint Systems Inc., The Customer Engagement Company, announced its AI and analytics solutions achieved the highest customer rating for overall vendor satisfaction and top customer satisfaction scores on 25 vendor, product capability and product effectiveness criteria surveyed in DMG Consulting LLC’s new 2020 Interaction Analytics Product and Market Report*. In addition, Verint represents the largest market share by number of…

CallMiner and Intradiem Announce Partnership to Take Action on Behavioral Insight in Contact Centers

Partnership Elevates CX and Quality Management by Automating Actions based on Conversational Insight CallMiner, the leading provider of artificial intelligence-fueled speech and customer interaction analytics, announced today a partnership with Intradiem, the only workforce automation solution that delivers guaranteed results while improving both agent engagement and the customer experience. The new partnership enables contact centers to raise the bar for customer satisfaction and agent quality management by automatically…

Brands Struggle to Address Changing Consumer Behaviors and Needs During the Pandemic

Only 16% of consumers said brands handled call volumes and service requests exceptionally well, according to new CallMiner study CallMiner, the leading provider of speech and customer engagement interaction analytics, released a new research study – Customer Experience Insights from the Pandemic: Brand Performance, Consumer Preferences and Lessons Learned. The study uncovers how brands responded to the pandemic, the ongoing impact on customer preferences and behavior, and how organizations can leverage newly gained insights…

Going Beyond Campaigns: Enabling Real-Time Interaction Management

As consumers, our expectations for brands grow by the month, the day, the hour. Every time we’re wowed by interaction, the bar we have for experience ticks up a notch, whether we notice it or not. With mega-brands like Amazon, Apple, and Uber redefining convenience over the last several years, as well as new-on-the-scene disruptors, brand marketers at many organizations are struggling to keep up. Not everyone has the level of resources, either from a people or technology perspective, as the CX leaders, but all brands are…

New Research Revealed At Forrester’s SiriusDecisions Summit 2020 Shows Coronavirus Pandemic Is Accelerating Modern B2B Buying Behavior

Environmental factors are forcing a reliance on digital interactions, with 42% of B2B purchases now being made online Rapidly evolving environmental factors due to the coronavirus pandemic are driving profound changes in the behaviors of B2B buyers. This poses a risk to all B2B organizations unless they adapt quickly and pivot their strategy to be more customer-centric and digital. To lead by example, Forrester transformed its flagship Summit 2020 into a four-day virtual event, which concluded earlier today. Attendance…

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…

Behavioral Signals Partners with Neuraswitch to Advance Customer Experience Analysis Solution

Neuraswitch to leverage Behavioral Signals’ Emotion AI Solution, OliverAPI Behavioral Signals, a Los Angeles-based software company and leading provider in emotion artificial intelligence for speech recognition technology, announces its partnership with Neuraswitch to offer emotion and behavioral call summaries as part of their Customer Experience Analysis Solution. The solution will leverage Behavioral Signals’ OliverAPI and its multitude of metrics to provide an account of both the customers and the CSR/Agent’s emotional…

Seismic Acquires Content Orchestration Platform, Percolate; Aims to Personalize Sales Interactions using Contextual Content

Using Content Orchestration Platform's combined offering, Seismic will provide marketers unprecedented ability to produce and deliver compelling content at enterprise scale across every channel and customer-facing team Sales Enablement platform, Seismic has announced the acquisition of Percolate, a leading marketing campaign orchestration and content management platform. With this acquisition, Seismic strengthens its ability for marketers to deliver personalized and compelling content throughout the entire customer journey…

LivePerson Launches LiveIntent, an AI-Powered Intent Detection Tool to Help Brands Decipher Consumer Behaviors in Real Time

New Solution Instantly Surfaces and Measures Customer Intents, Empowering Brands to Optimize Operations and Automations for Improved Customer Experiences LivePerson, Inc., a global leader in conversational commerce, announced the launch of LiveIntent to help brands detect, analyze, and resolve customer intents in real time. This latest evolution of LivePerson's suite of Conversational AI services surfaces and measures intents — what customers want — instantly in brand-to-consumer conversations over SMS, Facebook…

Interactions in Context: How to Increase Personalization in Email

As I shared in my previous article, customers now expect nothing less than personal, purposeful experiences from the brands they interact with.  A brand’s ability to deliver personalization in the inbox has greatly improved over the years due to increased customer data, machine learning and AI capabilities. Yet, many marketers still struggle to be relevant in the inbox – research shows that 63% of consumers feel “numbed” by the personalized email campaign experience. With the ROI of email marketing estimated to be $38:1…

AccuWeather Reveals How Weather Info Dictates Consumer Behavior

To enable brands and advertisers with targeted advertising opportunities, AccuWeather announced the launch of AccuWeatherIQ™. What happens to the shopping experience when it rains or snows in the US? Would a flood-like situation impact online grocery sales on weekly sales in India? What would it look like for advertisers who invested millions on targeted advertising campaigns to suddenly realize it’s going to lose because of a typhoon or a hurricane? How is the consumer behavior related to weather information, and how…

New SmarterHQ Capabilities Enable Marketers to Personalize Based on Wishlisted & Favorited Product Interactions

‘Wishlists & Favorites’ Launch Extremely Timely for Retail and Travel & Hospitality Marketers as They Prepare for Holiday Shopping and Travel Season SmarterHQ, a leading personalization platform, announced the launch of Wishlists & Favorites, allowing marketers to easily expand highly targeted personalization to include wishlisted and favorited product interactions. These “list” interactions are collected by SmarterHQ—alongside other interactions like product and cart views—and are used by brands for deeper…

Experience Management Leader Medallia to Acquire Behavioral Analytics Startup Cooladata

Acquisition Enables Acceleration of Medallia's Predictive Journey Capability Medallia, Inc., the global leader in customer experience management, announced it has signed a definitive agreement to acquire Tel Aviv-headquartered Cooladata, a next generation cloud-based behavioral analytics platform.  Leveraging its proprietary big data platform and artificial intelligence engine, Cooladata can process huge datasets beyond customer surveys to analyze non-explicit feedback to derive and predict customer sentiment. This…

Jornaya Launches Integrations Hub for “Push Button” Access to Activation of Customer Behaviors

Jornaya, the data intelligence platform that connects major-life purchase marketers with previously inaccessible customer journey behaviors, announced the launch of the Jornaya Integrations Hub. The Integrations Hub gives marketers the ability to automate daily access to Jornaya's data directly within their CRM, CDP, ESP, dialer, or any marketing execution platform desired. It is now easy to quickly activate and optimize campaigns using this data, without the need for technical resource investment. "We're on a mission…

Zaius Adds New Dimension to Customer Behavior Analytics Using Predictive Intelligence

Zaius, Recently Named 'Best CRM', Is Used by Global Brands to Connect Customer Data, Analyze for Targetted Segmentation, and Orchestrate Customer Interactions Zaius, the architect of Assisted Marketing, unveiled Zam, the data science-powered marketing assistant that supercharges the award-winning Zaius customer relationship management (CRM) platform. Zaius is the only CRM to provide the visibility of a Customer Data Platform, the cross-channel campaign functionality of a next-gen Email Service Provider, and the…

Neuro-ID Introduces Groundbreaking Source of Real-Time Behavioral Intelligence to Predict Customer Outcomes and Enhance the Digital CX

First-Of-Its-Kind Data Provides a New Dimension of Customer Insight Based on Neuroscience and Advanced Behavioral Analytics Neuro-ID, a leading behavioral analytics provider, introduced next-generation customer intelligence with the launch of its NOW Data suite of services. Through a powerful combination of technology, neuroscience, and prescriptive analytics, Neuro-ID’s NOW Data empowers brands to discover and act on valuable behavioral data in real-time in order to significantly enhance and customize the digital…

Interana Unveils World’s Most Advanced Platform for Behavioral Discovery and Analysis

Interana V3 Allows Organizations to Easily Gain Real-time Insights into Their Customers, Products, and Operations Interana introduced Interana V3 – the world’s most advanced platform for behavioral discovery and analysis. Combining unprecedented speed and scalability with unparalleled ease-of-use, Interana V3 enables an entirely new mode of data analysis in which non-technical users can interactively ask question after question, across massive data sets, in real time, in order to better understand the behavior and…

Forrester Lists Salesforce as a Leader in Real-Time Interaction Management

Salesforce, the global leader in CRM, announced that Salesforce was named a leader by Forrester Research in its report, The Forrester Wave: Real-Time Interaction Management, Q1 2019. Salesforce's real-time interaction management capabilities are powered by the Salesforce Marketing Cloud, which enables companies to know their customers, personalize communications and engage with them across all channels in real-time. Marketing Cloud analyzes the real-time behaviors of customers, visualizes the customer lifecycle and allows…

Four Bot-User Interactions You Should Consider Before Launching an Infant Chatbot

Well, We Weren’t Expecting That! During her recent London Fashion Week catwalk show, Victoria Beckham got more than she bargained for. Amidst rumors of a divorce from her husband, David Beckham, Victoria launched an automated Facebook messenger app — ‘Victoria’ bot — for her fashion line. What she didn’t bank on was her fans using the bot to interrogate her marriage, personal life and even her views on politics. Not only that, but the automated bot only seemed to confirm suspicions that the Beckhams were on rocky roads and…

TechBytes with Liraz Margalit, Head, Behavioral Research, Clicktale

Liraz Margalit, Head, Behavioral Research, Clicktale Marketing teams are intrigued by human behaviors during shopping -- physical and online, both. Liraz Margalit, Head, Behavioral Research at Clicktale, chats with us about the key parameters to distinguish between the human attitude towards physical shopping and online shopping.Tell us about your role at Clicktale and the team and technology you handle. I am the head of digital behavioral research at Clicktale. Essentially, my job is to help brands understand the…