Dynata Releases 2020 Global Trends Report, Highlighting Changing Consumer Attitudes on Climate Change, Technology Adoption, Privacy and…

Second Annual Look at Consumer Sentiment and Opinion Offers Deeper Dive Into the Global Trends That Drive Attitudes and Behaviors Dynata, the world’s largest first-party data and insights platform, announced its 2020 Global Trends Report, a global study of the opinions, attitudes and behaviors of people driving the cultural, social, economic, and technological trends that impact our daily lives, including climate change, technology adoption, and privacy and trust. Now in its second annual edition, the 2020 Global Trends…

Prediction Series: Interview with Ryan Lester, Senior Director, Customer Engagement Technologies at LogMeIn

What is the most fascinating development you expect to happen in 2020? How is LogMeIn poised to deal with the future? For me, 2020 will be "The Year of the (Employee) Golden Rule". 2020 is the year companies need to start applying the golden rule of business to both the customer and employee experience. When customer-facing employees are armed with the right tools they need to succeed and do their jobs effectively, it translates into a better experience for customers on the other side. This should be the year that…

Data Privacy Day: Enhance Data Security in 10 Minutes or Less

CyberScout outlines simple ways to improve business and personal data security In recognition of Data Privacy Day, CyberScout, a global leader in identity theft resolution, data defense and employee benefits services, has compiled a series of simple steps that consumers and business leaders can take to enhance data security in 10 minutes or less. "We hear every day about cybercrime becoming more pervasive, sophisticated and expansive, and many consumers and business leaders have become overwhelmed by the perceived…

Resolution No.1 for 2020: Avoid Falling into the CCPA Leghold Trap

Aptly so, the first editorial piece of the Year 2020 is about the California Consumer Privacy Act (CCPA).  We are tracking its mandates and how businesses cope with the new regulation for the next 6-8 months.*  California Consumer Privacy Act (CCPA) officially came into action from 1 January 2020. With barely hours since its kick-off, a majority of the US businesses are still trying to standardize their CCPA data privacy guidelines. Those with a strong grip on the EU's General Data Protection Regulation (GDPR) may have a…

How Conversational AI will Boost the 2020s Economy

It’s a question being increasingly explored in classrooms, newsrooms, boardrooms and living rooms. How will Artificial Intelligence impact the future of work and commerce? There is certainly no shortage of statistics or speculation on the subject. But perhaps someone should ask Alexa. Smart speakers and intelligent virtual assistants have already had a significant impact on consumer culture, driving a preference for screenless, more natural interactions with brands. The latest research shows that Voice-driven self-service…

What Do Businesses Need to Know When Google Changes Their Algorithm?

How Can a Basic or Non-Existent Knowledge of SEO Hurt Them When This Happens? Google uses over 200 variables in their ranking algorithm plus multiple AI-based systems that help process search results. The main variables will cover 3 main areas of SEO: On-Page SEO (content relevance, quality, and engagement); technical SEO (ensuring your site is free from technical errors that prevent Google from crawling and understanding content); and off-page SEO (the volume, relevance, and quality of backlinks coming from other…

Atento Wins the 2019 Customer Experience Banking Report Award in Brazil

The company won this award with a case developed in partnership with Stelo, Cielo's payment solutions company Atento S.A., the leading provider of customer relationship management and business process outsourcing services (CRM/BPO) in Latin America, and one of the top five providers worldwide, won the 2019 Banking Report Award in the Customer Experience category in Brazil, with a case developed in partnership with Stelo, Cielo's payment solutions company. Dimitrius de Oliveira, Atento Brazil Regional Director, said,…

Reputation.com and Alorica Join Forces to Deliver Turnkey, Unified CX Solution

Partnership Combines Customer Intent Insights with Customer Interaction Expertise to Enable Personalized CX at Scale Reputation.com, provider of the first and only complete cloud-based enterprise reputation and customer experience management platform, announced that it is partnering with Alorica Inc., a global leader in customer experience solutions. The two companies will collaborate to join the intelligence of the Reputation.com platform to the customer interactions delivered by Alorica. The solution will enable…

Socialbakers’ Q3 Trends Report Reveals the Latest Social Media Insights and Data

Key Findings Include Data About Ad Spend, Social Commerce, Influencer Marketing and Video Engagement Socialbakers, the unified marketing platform for social media marketers, released a comprehensive report on Instagram and Facebook Trends for Q3 2019. The report reflects the current state of online marketing, with data and graphics that reveal the trends and changes shaping the social media landscape. Key insights from the report include the expanded importance of Ecommerce and social commerce, ad spend on Instagram…

Apogee Appoints Industry Veteran, Teresa de Onís, as New Vice President of Marketing

Former Marketing Executive at University of Texas at Austin, Dell Technologies, Joins to Advance Apogee’s Branding and Sales to Meet Company Goals With the goal of advancing company branding and sales, Apogee, higher education’s largest managed technology services provider, has named Teresa de Onís – former senior marketing executive at University of Texas at Austin and Dell Technologies – as Apogee’s new Vice President of Marketing. Known as a marketing change leader who forges strong connections with customers,…

Oracle Takes Data-First Approach to New Customer Experience Innovations

Updates Across Oracle CX Cloud Help Brands Unify Customer Data, Personalize Interactions and Win More Business To help brands ensure that each and every customer interaction is data driven, Oracle announced a series of new data-first updates across Oracle Customer Experience (CX) Cloud. The latest updates include new digital assistants for sales, customer service and marketing professionals, new data enriched B2B sales capabilities, and new industry solutions for telecom and media, financial services, and public sector.…

Digital Agency Webit! Becomes Agillic’s First Service Partner in Germany

Dresden Digital Agency, webit!, expands its range of solutions in the field of marketing automation with the Agillic Customer Marketing Platform. Agillic, a Nordic market leader of AI-powered Marketing Automation Software, delivers data-driven and hyper-personalised communication along the individual customer journey. Webit! is Agillic’s first service partner in Germany. "For our customers, Agillic is an excellent choice to automate and optimise real omnichannel marketing with state-of-the-art AI. We chose this dynamic…

Chorus.ai Wins 2019 Aragon Research Innovation Award for Conversational AI

Vendors Are Selected for Innovation Awards Based on the Core Innovation of Their Product or Service Chorus.ai, the leading Conversation Intelligence Platform for high-growth sales teams, has been named a winner of the 2019 Aragon Research Innovation Award for Conversational AI. Built to help revenue teams exceed their goals, new hires to ramp faster, leaders to become better coaches, and everyone in the organization to collaborate around the voice of the customer, Chorus.ai enables informed strategic decisions that help…

Millions of People Around the Globe Celebrate Generosity through Giving, Volunteering, and Acts of Kindness on GivingTuesday 2019

GivingTuesday's Data Collaborative estimates overall giving at nearly $2 billion in the U.S. alone At a time when so much attention is given to what divides us, GivingTuesday, a global generosity movement which unleashes the power of people and organizations to transform their communities and the world, reports another record-breaking day. The GivingTuesday Data Collaborative reports online giving increased from $400 million in 2018 to $511 million in 2019. Further, GivingTuesday estimates total online and offline…

Amperity Achieves Amazon AWS Retail Competency Status and Joins the AWS Partner Network Global Startup Program

AWS recognizes Amperity's impact and expertise in applying machine learning to customer data unification and analytics & insights Amperity, the first AI-powered Customer Data Management platform, announced two Amazon Web Services (AWS) achievements: obtaining AWS Retail Competency status and joining the AWS Partner Network (APN) Global Startup Program as one of the inaugural Customer Data Platform APN Partners. As a headline partner at the AWS re:Invent Global Partner Summit in Las Vegas, Amperity brings patented…

Zendesk Talk Partner Edition Expands Amazon Connect Support

Zendesk Selects Amazon Connect as a Preferred Contact Center Voice Solution for Global Deployment with Zendesk Talk Partner Edition AWS re:Invent 2019 – Zendesk, Inc. announced a strategic, go-to-market solution package based upon an enhanced integration between Amazon Connect and Zendesk Talk Partner Edition. The enhanced integration allows both Amazon Connect customers and Zendesk Support customers to leverage multiple sophisticated artificial intelligence (AI) and machine learning (ML) services from Amazon Web Services…

Poly Builds on its 50-year Heritage of Contact Center Solutions Designed to Enhance Customer Satisfaction

Poly's EncorePro Family of Headsets and MDA 500qd Series Audio Processors Round out the Broadest Range of Devices Available for Dynamic Contact Center Environments Plantronics, Inc., a global communications company that powers meaningful human connection and collaboration, announced the introduction of the EncorePro 300 headset and MDA 500QD Series audio processor. These endpoints join Poly's portfolio of voice and video solutions designed to address the needs of the modern-day contact center and ultimately enhance…

Chinese Short-Video Platform Kuaishou Named by Apple an App Defining the Trend of 2019

Leading with the tagline "In 2019, these apps helped us discover our inner creators," Apple names Chinese short-video app Kuaishou among the apps that define the app trend of the year --  "Storytelling Simplified." On Monday (December 2), Apple unveiled the top apps of 2019 and trends that drove app culture over the year. The awards consisted of the "app of the year" for iPhone, iPad, Apple TV and Mac as well as the "app trend of the year." In addition to its usual end-of-year…

Confirmit Reflects on 2019: A Year of Global Expansion and Forward-Thinking Initiatives

Confirmit leads with technological developments, greater global reach, and industry recognition across the globe Confirmit, the leading global solutions provider for Voice of the Customer (VoC), Voice of the Employee and Market Research (MR) is poised to enter 2020 with enhanced technology, greater global alignment, and top industry recognition to meet the evolving needs of its global client base. As part of its focus on meeting the technological, security and compliance needs of a global client base, Confirmit will…

4 Factors That Are Defining the Future of Customer Experience

From the first availability of e-commerce through its ubiquity, Customer Experience (CX) has been the determinant factor of online retail success. Amazon understood this as far back as 1997 when it invented the “Buy Now” button for frictionless, one-click online purchases. More recently, Best Buy implemented a customer-first experience by following its successful Total Tech Support program with a new home health initiative, providing accessible mobile products and connected devices to aging consumers. By increasing access to…