Without Customer Experience, Marketing Technology is Hollow in 2019

Chief Marketing Officers are confirmed custodians of "Customer Experience" in 2019. In countless interviews that we have done with Marketing Technology leaders, we have found out a universal opinion from the CMOs and their counterparts developing the MarTech product. It is —"Customer Experience is at the pinnacle of MarTech ROI. Brands that build the best, real-time customer experiences are the ones who have mastered their MarTech stack and have full control on four inter-related capabilities: Data Management, Content…

JOANN Stores Tailor Better Customer Experiences with Oracle

Oracle Retail and Marketing Solutions Deliver Cross Channel Intelligence to Help Largest Craft and Fabric Retailer in the US Better Target and Engage Customers with Personalized Offers JOANN Stores, one of the nation's largest craft and fabric specialty retailer, has chosen Oracle to help create a modern experience with a 360-degree view of customer engagement. With Oracle, JOANN can better understand and engage customers across its omnichannel footprint, including leading web and mobile properties and more than 865…

Ingenico Launches IBM Watson-Enabled Chatbot to Enhance Customer Experience

Payment Leader Enhances Messaging Bot Solution with AI Services from IBM Ingenico Group, the global leader in seamless payment, launched its innovative payment-enabled chatbot, which uses natural language processing (NLP) from IBM Watson to create a smooth customer experience. Watson capabilities allow Ingenico's chatbot to better understand users' requests once they have been inputted, whatever they may be. It can better interpret nuances in language and phrasing, handling natural variations in the way individuals…

Brands Should Embrace the Branded Journey to Elevate the Holiday Customer Experience

It’s officially the holiday season, which means that everyone is receiving a deluge of marketing messages from brands via seemingly endless channels like email, online and social ads, in-store and mail. This presents marketers with an interesting challenge — how can they win the attention of customers that are being bombarded with competing content from every direction? Often the view of CX begins and ends with a purchase, but every touchpoint with a customer is critical to their experience, especially during the holiday…

Confirmit Consultant to Join Rutgers University Customer Experience Certificate Program Leadership Board

Shelly Chandler, Vice President of Customer Experience Consulting, to Serve on Board Confirmit, the world’s leading SaaS vendor for multi-channel Customer Experience, Employee Engagement, and Market Research solutions, announced that Shelly Chandler, Vice President of Customer Experience Consulting, has joined the Leadership Board for Rutgers University Customer Experience Certificate Program. The Board supports attendees of the Rutgers Customer Experience Certificate Program who are immersed in an intensive,…

Viva Air Group Partners with Boxever to Take Its Customer Experience to the Next Level

Latin American Low-Cost Airline Chooses Boxever as Its Personalisation Partner Boxever, the market-leading personalisation platform, announces its partnership with Viva Air, Latin America’s leading low-cost airline will use Boxever’s Customer Data Platform and next-generation decisioning engine to help centralise its data and drive personalised experiences for its customers. Boxever partners with VivaAir to improve customer experience The partnership comes at a time of growth and expansion for Viva Air. The airline…

Hero Digital Acquires Clock Four, Inc., Strengthening Its Customer Experience Capabilities

Acquisition Further Expands Hero Digital’s Expertise in Financial Services and B2B Tech Hero Digital, the leading independent customer experience agency, announced that it has acquired Clock Four Inc., a digital innovation agency serving some of the world’s most powerful brands in financial services and high tech, including long-time clients US. Bank, Juniper Networks, and Veritas Technologies. Founded in San Francisco in 2006, Clock Four is a leader in customer experience strategy, brand activation, lifecycle marketing,…

Route Mobile Partners with Oracle Marketing Cloud to Deliver Powerful Customer Experiences

Already a Part of the Oracle PartnerNetwork, Route’s Collaboration with ‘Oracle Marketing Cloud Capabilities’ Gives the Company an Added Edge to Deliver Better Experiences to Its Customers More companies are moving to host their platforms on the Cloud — the concept of a physical server is getting outdated. Now, we have another brand, Route Mobile, following this trend and enlarging the Cloud-first approach in its efforts to upgrade its platform. Route Mobile has developed a communication platform for its customers, which…

SurveyMonkey Expands Salesforce Integration with Enterprise Customer Experience Solution

SurveyMonkey Continues to Invest in Open Platform Solutions to Transform Customer Experience, Automate Workflows, and Boost Productivity in Data Collection Process SurveyMonkey, a leading global survey software company, announced that SurveyMonkey CX now integrates with Salesforce. The integration caters to enterprise organizations, giving SurveyMonkey CX and Salesforce joint customers increased flexibility to automate workflows and processes that measure customer success. The open platform integration improves the overall…

TVH Uses Voice of the Customer to Elevate the B2B Customer Experience

Global Materials Handling Giant Selects Confirmit for Three-Year CX Deal TVH, the global supplier of parts and accessories for material handling and industrial equipment, has selected Confirmit to support the implementation of its new worldwide Voice of the Customer (VoC) program. The program, which focuses on the TVH Parts business, underpins TVH's corporate mission to drive excellence in customer relationships. It will be delivered as part of a three-year deal with Confirmit. Silke Verfaillie, Business Project…

Accenture Helps Telefónica Transform the Customer Experience

Innovative Program Enhances Experience for Telefónica Customers Across Brazil, Chile, Mexico, Spain and the UK Accenture has helped Telefónica, one of the world’s largest private telecommunications companies, transform its customer experience with a complete overhaul of its digital experience for customers in Brazil, Chile, Mexico, Spain and the UK. “Telecommunications is an industry where service providers constantly face the risk of losing customers — and, with them, revenue — if they fail to maintain customer…

Infobip and Teckst Partner to Offer Conversational Customer Experience to Businesses Globally

New Platform Will Enhance Marketing and Amplify the Customer Experience for Global Brands Infobip, a global communications platform for businesses, and Teckst, an enterprise platform for two-way text and mobile messaging, announced a partnership that will combine the power of Infobip's global messaging infrastructure with Teckst's flexible CRM integrations to facilitate two-way conversations between brands and their customers. The collaboration will simplify implementation of enterprise level two-way messaging, a…

Elemis Focus on Personalized Customer Experiences to Differentiate Online

Skincare Brand See Personalization Drive 7.02% Uplift in RPV with Just One Experience Elemis, the number one luxury British skincare brand, have renewed their partnership with Qubit and continue to make the customer experience through personalization a top priority for future growth. They have been working with Qubit since 2016 to bring data-driven customer experiences to their onsite visitors - powering the purchase journey for both new and returning customers. ”With Qubit’s technology, we can use the insights we…

Online Medical Records Company WebPT Enhances Customer Experience and Agent Engagement with NewVoiceMedia

NVM Platform Supports Improved Coaching and Performance Management; Interaction Assistance; And Personalized Customer Service NewVoiceMedia, a leading global provider of cloud contact centre and inside sales solutions, announced that web-based medical records company WebPT is reporting an improved experience for its customers and sales and service agents using the NVM Platform. Based in Phoenix and founded in 2008, WebPT provides a web-based medical record system for physical therapists. The organization aims to offer…

J.D. Power and ClickFox Create Alliance that Identifies Cross-Channel Consumer Interactions to Improve Omni-Channel Customer Experience

Aligns with J.D. Power's Strategy to Offer Leading-Edge Customer Experience Management Capabilities Expanding its industry-leading customer experience solutions, J.D. Power announced a unique global alliance with ClickFox that combines J.D. Power's world-leading consumer research, data analytics and customer experience advisory capabilities with ClickFox's industry-leading customer journey analytics platform which analyzes billions of cross-channel journey interactions at the world's largest financial services, energy,…

CommerceCX Rearchitects the Buying Experience, Empowering Organizations to Connect Technology and Data to Deliver Frictionless Customer…

Company Opens New Offices in Europe and India to Provide Organizations Worldwide with the Capabilities to Reshape Their Commerce Ecosystem As organizations look to harness the power of a digital transformation, they frequently turn to innovative technologies to help deliver a unified customer experience. IDC predicted that in 2018, as organizations seek to make their operations more effective and responsive, the majority of digital transformation spending would go towards technologies that support new or expanded…

Top Tasks: A User Experience (UX) and Customer Experience (CX) Model for Better Understanding Customers’ Needs

To deliver a great digital experience today, it is necessary to understand what is most important to customers. "Top Tasks" is a how-to book just published by Gerry McGovern, CEO of Customer Carewords. It is the result of 15 years of research and experience in understanding customer needs. The Top Tasks customer experience management method has been used by over 300 organizations, including the likes of Toyota, IBM, Microsoft, Google and Cisco. "Through the specific Top Tasks methodology, we finally found a way that…

Verizon Connect Partners with Glympse to Deliver a Personalized Customer Experience

Latitude Conference - Verizon Connect and Glympse, the pioneer of real-time location technology, have partnered to provide a richer, more data-driven mobile app experience. The new partnership will enable Verizon Connect mobile workforce platform to deliver key information about a service technician or delivery driver---including multi-channel notifications and an immersive web or mobile-based multiphase experience journey that includes the live location and estimated time of arrival (ETA) of the technician or the…

Accenture and Oracle Unveil Integrated Technology and Services Platform for Utilities to Help Clients Enhance Customer Experience

Accenture and Oracle unveiled an integrated technology and services platform for Utilities. The Accenture Customer Experience as-a-Service Utilities Platform helps utility companies achieve more meaningful interactions with customers and employees by incorporating the latest Oracle technology and learning applications, while dramatically lowering project implementation risk and reducing software integration costs. The announcement was made today at Oracle OpenWorld in San Francisco. “Our agile approach enables faster…

Why is Delivering Online Customer Experience Actually Harder to Measure than Anticipated

Most online businesses are scurrying to find the best definition to Customer Experience. Without fully understanding the benchmark of Customer Experience and related analytics, marketing teams often miss their own objectives of delivering relevant personalization. Whether it's Instagram advertising or a transactional email newsletter, your customers expect consistent branding and messaging that further strengthens the brand-individual relationship. We spoke to Ben Jabbawy, Founder and CEO of Privy.com, the leading…