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Socialbakers Announces Product Integration with Salesforce Sales Cloud and Service Cloud to Optimize Customer Care and Deliver Enhanced…

The integration streamlines operations of marketing and customer care teams with a multi-channel integration of services, driving a unified customer journey Socialbakers, the leading AI-powered social media marketing platform, announced a product integration with Salesforce, the global leader in CRM, to improve how brands manage their social community and customer care processes. The integration streamlines the handover of support issues, so that audiences and customers benefit from a cohesive brand experience.…

Salesforce Research: State of Connected Customer Redefines Customer Experiences

Salesforce, the global leader in CRM, released the third edition of its State of the Connected Customer report capturing insights from over 8,000 consumers and business buyers worldwide. The global report reveals the changing customer expectations, influence of technologies in transforming standards for engagement, role of trust in customer relationships and the rising importance of corporate values in buying decisions. Customers standards for modern engagement are tailored and contextualized across multiple touchpoints.…

Hexaware Leapfrogs its Customer Experience Transformation Business With the Acquisition of Mobiquity Inc.

This Is the Largest Ever Investment by Hexaware and the Combined Entity AIMS to Directly Compete With Large Digital Agencies and Consulting Firms Hexaware Technologies Ltd, one of India's fastest growing IT Consulting firms, announced the acquisition of Mobiquity Inc for a total consideration of ~ $182 million.  Mobiquity creates awesome digital products for some of the most well-known brands in the world, such as Amazon Web Services, Rabobank, Philips, Wawa, Backbase and Otsuka. Headquartered in the US, and with a…

Contentsquare and Monetate Bridge Customer Experience Gap Between Brands and People

Partnership Accelerates Digital Transformation Strategy of Global Retailers Like Clarks and Dreams Contentsquare, a leading digital experience insights optimization platform announced its partnership with Monetate, the worldwide leader in personalization. This strategic partnership enables global brands to deliver better personalization, experience stronger ROI and improve the lifetime value of customers. As for the 73% of consumers who feel brands fall short of expectations* when delivering a personalized experience,…

Sophisticated AI Engine and Real-Time Insights Empower New NICE Satmetrix Release to Measurably Improve Customer Experiences

Customizable metrics and increased automation capabilities allow even the most complex organizations to comprehensively and easily manage CX programs NICE unveiled a new version of NICE Satmetrix, the company’s cloud-based customer feedback management solution. The latest release includes an innovative AI engine to swiftly identify trending topics from customer feedback in real-time, customizable in-product metrics tracking and reporting, and multi-layered no-send rules to avoid survey fatigue and increase response rate.…

AnswerDash Unveils AnswerDash Lite For Website Support Ticket Reduction and Improved Customer Experience

Development Allows Online Service and e-Commerce Businesses of All Sizes and Budgets to Automate Customer Service and Cut Support Costs AnswerDash, a leading provider of self-service support solutions for customers such as Moo, Lenox, and Sennheiser, has announced the release of a new, streamlined AI-powered self-service tool called AnswerDash Lite. This latest version of the company's AI-powered Q&A software offers a more compact support solution that will help SMBs automate operations, deflect tickets, and reduce…

Forrester’s 2019 Customer Experience Index Reveals Early Signs Of Advancement

CX performance is mostly flat but showing early signs of making gains, with leading brands relying on emotion to build loyalty Forrester released its US 2019 Customer Experience Index (CX Index™) rankings, which show early signs of CX improvement when compared to previous years. Released at Forrester's CX Forum in New York City, the findings show that 14% of brands achieved a significantly increased score; six industry averages rose while only one fell; and 5% of brands saw their scores decline. Additionally, the…

Solodev Accelerates Digital Transformation with New Digital Customer Experience (DCX) Platform for Amazon Web Services

The AWS Partner Network Advanced Technology Partner Announces the Launch of Solodev Dcx 9.0 With Innovative Features for Building and Scaling Digital Customer Experience Applications Solodev, the Digital Customer Experience Platform for Amazon Web Services (AWS), announces the launch of Solodev DCX 9.0, a cloud-first enterprise content management system (CMS) and customer experience (CX) platform that enables organizations of all sizes to rapidly build, deploy, manage, and distribute their content. With Solodev DCX,…

If First-Party Data Is the High Ground, Customer Experience Is the Escalator

You can’t advertise your way into first-party data superiority. So, you better have a customer experience strategy if you expect to win. First-Party Data: An Oldie but a Goodie Ever since Sears & Roebuck launched its famous direct-mail catalog in 1893, brands have used first-party data to grow and compete. Today, direct-to-consumer upstarts are making savvy use of first-party data to edge out older incumbents. But there are only so many brands a typical consumer has the time or inclination to directly interact with, so…

Calabrio Acquires Teleopti to Create the Global Standard for Customer Experience Intelligence

Combined company ranks among largest contact centre workforce management providers Calabrio announced it has acquired Teleopti, a workforce management software provider headquartered in Stockholm, Sweden—building the new global standard for the customer experience industry. The combination brings Teleopti’s workforce management (WFM) software together with Calabrio’s customer experience solutions to create the market-leading, true multi-tenant SaaS customer experience intelligence platform. Calabrio and Teleopti bring…

Kobie Announces the Launch of Kobie Alchemy X, a Next Generation, Real-Time Loyalty Platform to Power Customer Experiences

Loyalty Experience Marketing Firm Publicly Releases Newest and Most Innovative Technology, Combining All the Very Best Features of a Loyalty Platform to Elevate the Customer Experience Kobie, a global leader in loyalty marketing, announced the launch of Kobie Alchemy X, the next generation real-time loyalty platform within the Kobie Loyalty Cloud. Kobie Alchemy X was built using configuration as a key design component, removing the need for custom development when new or modified business requirements arise. Kobie…

CleverTap Achieves Amazon Web Services (AWS) Digital Customer Experience (DCX) Competency Status

CleverTap, the full stack customer lifecycle management platform, announced that it has achieved Amazon Web Services (AWS) Digital Customer Experience (DCX) Competency status. This designation recognizes that CleverTap provides proven technology and deep expertise to help Digital Customer Experience customers by providing end-to-end solutions for all phases of the digital customer engagement and experience including: marketing automation, analytics, segmentation and campaign management to engage prospects and customers with…

Adobe and Software AG Partner to Advance Customer Experience Management

Adobe Experience Platform and Marketo Engage Combined with Software AG’s Technology Helps Companies Stitch Customer Data from Across Systems At Adobe Summit EMEA, Adobe and Software AG announced a partnership to help companies transform their customer experience management (CXM) by bringing together customer data from across multiple enterprise systems into a centralized and actionable real-time customer profile. Adobe and Software AG will create integrations between Adobe Experience Platform and Software AG’s webMethods…

8×8 Introduces Service Management for Contact Centers to Help Organizations Provide Best-in-Class Customer Experiences

New service launches at ICMI Contact Center Expo 2019 8x8, Inc., a leading cloud provider of voice, video, chat and contact center solutions for over one million users worldwide, announced an expansion of services for contact center customers which provide hands-on administration and management to ensure 8x8 customers get the most value from their contact center investment. 8x8 Service Management for Contact Center is a monthly service, which is now available. The service was launched at the ICMI Contact Center Expo,…

2019 TOPO Summit Recap: Customer Experience Disrupts B2B Economy

TOPO’s annual Summit brought together more than 1,500 B2B marketing and sales leaders from large global brands to discuss all-things sales and marketing in San Francisco earlier in April. Many analysts and practitioners took center stage to discuss topics such as sales effectiveness and development, account-based marketing, organizational issues and leadership, to the role technology and business innovation plays in driving strategic revenue growth for your organization. As the Founder and CEO, I took center stage and…

How Digital Can Save Brick-And-Mortar Retail with Customer Experience Objectives

"Omnichannel Retail: How to Build Winning Stores in a Digital World," Is an Insider's Guide to Digitalizing the Modern Customer Experience for Profitable Growth  Tim Mason, CEO of digital marketing technology company, Eagle Eye and former deputy CEO of Tesco, has released a new book, Omnichannel Retail: How to build winning stores in a digital world as a guide to bringing the best of online to bear on the survival of the physical store. This trailblazing book is written specifically for consumer-facing businesses and…

Capgemini’s LYONSCG Helps Leading Retail Brands Drive New Digital Customer Experiences

New Digital Commerce Projects Have Helped to Transform Customer Experiences Through a Holistic Set of Services and Salesforce Commerce Cloud Implementations Capgemini's LYONSCG announced the completion of digital commerce projects with Madewell, PGA TOUR Superstore and Hibbett Sports. To help each brand improve its customer experience and increase loyalty, LYONSCG provided consulting services including creative and experience design, in addition to Salesforce Commerce Cloud implementations. "Designing and delivering a…

HGC Further Collaborates with Salesforce and Enxoo to Accelerate Digital Transformation and Deliver a Better Customer Experience

HGC Global Communications Limited (HGC), a fully-fledged fixed-line operator and ICT service provider with extensive local and international network coverage and infrastructure, announced its further collaboration with Salesforce, the global leader in Customer Relationship Management (CRM), and Enxoo, a Salesforce Platinum Partner and one of the leading providers of industry cloud solutions for telecommunications, to accelerate its digital transformation and deliver a better customer experience by optimising their…

Customer Experience 2020: Personalization is Key

If content is still king, personalization may well be its queen. Personalized marketing is hardly new, but it has evolved greatly over the last few years thanks to the power of rich media content and technologies like AI and machine learning. Brands that deliver dynamic and personalized shopping experiences see improved engagement and customer loyalty in today’s uber competitive and noisy digital landscape. According to Salesforce research, 6% of e-commerce visits that include engagement with AI-powered recommendations…

The Vitamin Shoppe Takes Omnichannel Customer Experience to New Heights with Aptos Retail Technology

Leading Specialty Retailer and Wellness Lifestyle Company Was Recognized at Aptos Engage Conference for Omnichannel Transformation and Retail Innovation Aptos, Inc., a recognized market leader in retail technology solutions, announced that The Vitamin Shoppe, an omnichannel specialty retailer and wellness lifestyle company, is successfully leveraging Aptos solutions, including Aptos Store for point of sale and Aptos CRM, as part of the retailer's ongoing advancements in omnichannel excellence and customer loyalty. An…