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Mistaken Identity? An Identity Strategy Can Help Improve the Customer Experience

This Guest post is co-authored by Mark Lammers. Customers expect brands to know them. When a brand meets their expectations through relevant and personalized experiences, customers often become loyal patrons and promoters. Yet many brands still struggle to recognize their customers, let alone understand their behaviors. Companies serve customers across a variety of channels and devices, yielding multiple views of the same person. The result is a mash-up of experiences that fall short of a customer’s expectations, which…

Boosting Brand Loyalty and Customer Experience for a German Logistics Company | Quantzig’s Social Media Analytics Engagement

A global data analytics and advisory firm, Quantzig, has announced the completion of their latest social media analytics engagement for a leading logistics player. During the course of this engagement, the analytics experts at Quantzig helped a leading logistics player based out of Germany to transform their business model and monitor the effectiveness of media investments and digital marketing campaigns. Quantzig's social media analytics solutions help businesses to analyze the effectiveness of company communications and…

Infor Continues to Enrich Customer Experience with Infor Concierge Portal

Newest iteration of Infor Concierge has more power, brand-new look and feel Infor, a global leader in business cloud software specialized by industry, announced significant updates to Infor Concierge, a powerful, self-service solution for customers designed to provide holistic access to relevant Infor resources. Developed in partnership with the Infor Customer Experience Board — a global board of customers representing multiple products who work closely with Infor to deliver customer experience improvements — the latest…

TechBytes with Malcolm Koh, Customer Experience Strategist APAC at Zendesk

Tell us about your role and the team/technology you handle at Zendesk. As the Customer Experience Strategist and Customer-in-Residence for the Asia Pacific (APAC), my role is to step into the shoes of current and future Zendesk customers and partners to get a deep understanding of their business. This allows me to help them figure out how to optimize their customer experience (CX) strategy in ways that matter to their business. I start by understanding their CX strategy and then analyzing their business operations and…

Paytronix Acquires Open Dining to Expand Its End-to-End Customer Experience Solution

Paytronix Systems, Inc., developer of the most advanced digital guest experience platform, announced the acquisition of Open Dining, the leading provider of ordering and delivery for small-to-medium-sized restaurants. As a result of the acquisition, Open Dining will now be known as Paytronix Order & Delivery, joining a platform that includes Loyalty, CRM, and Stored Value. Paytronix Order & Delivery already has features that are not available with any other platform. Paytronix Is Committed to Creating Frictionless…

Report: The Delivery Economy Now at the Core of the New Customer Experience

Survey Finds 71 Percent of Consumers Say On-Demand Delivery Apps Have Changed How They Want All Purchases Delivered The rising popularity of on-demand delivery apps, coupled with a growing number of same-day delivery options, is reshaping customer expectations and has moved delivery to the core of the new customer experience, according to a new report from project44, the global leader in advanced visibility for shippers and logistics service providers. “We find it very telling that consumers give the same weight to…

Marketers Are Missing the Mark: Three Tactics to Close the Customer Experience Gap

When it comes to customer experience, there is a clear disconnect between what consumers want and what brands are delivering. According to a recent Harris Poll survey, commissioned by RedPoint Global, 92 percent of marketers state that their company’s ability to deliver an exceptional customer experience (CX) is good or excellent. However, most consumers feel otherwise – with 73 percent reporting that brands struggle to meet their expectations. Consumers increasingly expect personalized interactions that are delivered in…

InMoment Client Announced as Finalist in UK Customer Experience Awards

Prestigious UK Customer Experience Awards Recognise and Celebrate Customer Experience Excellence and Innovation The UK Customer Experience (CX) Awards announced InMoment’s client, CYBG, has been selected as a finalist in this year’s annual awards. As one of the industry’s most prestigious CX events, the awards recognise organisations delivering innovative customer experiences. InMoment is an established leader in experience intelligence. “Customers at the Heart of Everything - Initiative” CYBG, the 6th largest bank in…

Stibo Systems Customers to Gain Deeper Understanding of Their Master Data Through New Customer Experience

New CX Allows Stibo Systems Users to Better Drive Business Information and Decisions, from Customer to Product Data and Beyond Stibo Systems, the only master data management (MDM) company focused on putting Your business first, announced InstrumentUi, a new user experience empowering businesses with a scalable, simple way to drive better business outcomes from their master data. “We’re working with customers across retail, consumer packaged goods, manufacturing and distribution to create a customer experience that…

SugarCRM Driving the Future of Customer Experience With Powerful Products and New Vision

Company Continues to Evolve Its Business with Intelligent CX Platform, No-Touch Information Management and Continuous Cloud Innovation SugarCRM Inc., a company that helps organizations deliver exceptional customer experiences, announced a new portfolio of customer experience applications and key differentiators among industry peers. “Our vision is to create a world where companies cultivate customers for life by anticipating and fulfilling needs before customers realize they have them,” said Sugar CEO, Craig Charlton…

Singapore-Based Global Customer Experience Company, Everise, Extends Footprint in Us and Opens New Facility in Guatemala

The firm aims to elevate both the Customer and Employee Experience Singapore-based Everise Holdings (Everise), a global experience company, will be making its foray into San Francisco. The opening of the new business development office signifies the company's move to centralise its business development teams which are currently spread across its global offices. The San Francisco office will also see executive-level employees who will exemplify Everise's vision and translate it into the kind of messaging that dynamic,…

Importance of Creating a Frictionless Customer Experience to Reduce Customer Churn

Customers expect a frictionless experience across all touchpoints, and if a brand cannot deliver such an customer experience they will go elsewhere. If a customer begins a service request online, she will expect that a follow-up call to a live agent will not require starting from scratch. Likewise, a customer who purchases a new smartphone online will rightly expect to be able to pick that phone up at a nearby carrier’s retail outlet. A brand has a choice to either meet heightened expectations for a seamless experience…

Signet Research Upgrades Its Customer Experience Platform With Enhanced Analytics

Signet Research Inc., a leading market research firm, introduced Sibyl in January of 2017. An Enterprise Survey Software and Customer Experience (CX) platform, Sibyl offers highly sophisticated functionality allowing businesses to collect feedback across all their various customer touchpoints and track customer sentiment on an individual and aggregate basis. Since its launch, Sibyl has regularly introduced new features that maximize the usefulness of the data collected, setting it apart from other Survey Software and CX…

Frost & Sullivan Recognizes Glassbox for the Digital Customer Experience Orchestration Value it Provides to Enterprises

Glassbox's Digital Behavioral Analytics Solution Provides Clients with Unique Insights to Turn Information into Real-Time Actionable Intelligence Based on its recent analysis of the European market for digital customer experience analytics, Frost & Sullivan recognizes Glassbox Digital with the 2019 Europe Customer Value Leadership Award for its analytics solution, wherein the Digital Behavioral Analytics (DBA) solution is the cornerstone. Glassbox's capabilities combines Big Data, machine learning, behavioral and…

The Role of Artificial Intelligence in Transforming Customer Experience

We are aware of how Artificial Intelligence has created a buzz across the globe in different business verticals. AI programs and services are helping to transform from data collection to process them for Marketing professionals or to onboard for the HR department. Amidst the tremendous value AI promises to provide in terms of time and cost savings internally, there is one such area where it returns meaningful returns - customer experience. The question may rise - Do we really need AI in customer experience? Well, it…

KCOM Group Selects Vlocity to Streamline Business Processes, Accelerate Time to Market and Deliver Differentiated Customer Experiences

Vlocity, Inc., a leading provider of industry-specific cloud software, and KCOM Group, a pioneer in communications and IT services in the United Kingdom, announced that the two companies have signed an agreement to leverage the Vlocity Communications Cloud to boost digital transformation initiatives across its sales, marketing, and customer care organizations. KCOM is one of the longest-established providers of communications services in the UK, connecting both businesses and residential customers and investing in better…

Pancheros Mexican Grill Partners with Restaurant Customer Experience Leader Smg to Drive Customer Loyalty and Growth

Service Management Group (SMG), a global customer experience management, employee experience and brand research partner to more than 500 brands, has announced a new customer experience management partnership with fast casual Mexican chain Pancheros Mexican Grill. To better understand the customer experience across channels and touchpoints, Pancheros set out to find a partner that could help identify key drivers, track performance over time and provide field teams with real-time, actionable insights. Marketing…

Zendesk Releases Benchmark Reports on the Biggest Gaps in Customer Experience for Small and Midsize Companies

New Research Shows Fast Growing Small Businesses and Midsize Companies Are 40 to 60 Percent More Likely to Take an Omnichannel Approach to Customer Service Zendesk, Inc. released new research and insights from more than 9,000 small and midsize companies, analyzing the gaps between companies’ perceptions of the customer experiences they deliver and the reality. While results indicate differences in small and midsize businesses’ ability to meet the growing expectations of customers, one discovery is consistent:…

Hero Digital and Bulldog Solutions Join Forces to Reimagine B2B Customer Experiences

Hero Digital Acquires Forrester-Recognized B2B Agency Bulldog Solutions B2B customer experience is being reinvented. Hero Digital, a leading independent customer experience company helping B2C and B2B companies reimagine how they create new business value, is joining forces with B2B marketing leader Bulldog Solutions. Bulldog Solutions, known for “unconventional” B2B marketing, will be combined with Hero and become the company’s B2B powerhouse in Austin, home to other high growth tech and creative firms like Apple, Amazon,…

With Infobip, Daraz Enhances Customer Experience Through Mobile Messaging Solutions

Infobip, a global, cloud-based communications company, and a leader in omnichannel engagement, provides mobile messaging solutions for eCommerce companies such as Daraz – a leading online marketplace that operates in 5 countries – Pakistan, Bangladesh, Nepal. Sri Lanka and Myanmar. For retailers to have effective communication with their customers, they need to ensure that relevant messages are being conveyed through communication channels that customers trust. By using Infobip's messaging solution, Daraz is able to choose…