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Customer Experience Platform CloudCherry Raises $9 Million in Series A Funding

Funds Will Be Used to Accelerate Growth and Further Expand Predictive Capabilities CloudCherry, the Customer Experience Management (CEM) platform that combines customer journey mapping, out-of-the-box integrations, and predictive analytics to provide unparalleled speed-to-insight, announced they have raised $9 million in Series A funding. The investment is led by Pelion Venture Partners with additional funds coming from existing investors: Cisco Investments, Vertex Ventures and IDG Ventures India. Donald Tucker, Head of…

Mitel Introduces CCaaS Solution to Enable Businesses to Provide More Intelligent Customer Experiences

Launches MiCloud Engage Contact Center and Newest Version of MiCloud Flex Mitel is giving businesses more ways to keep up with ever-rising customer expectations through the introduction of MiCloud Engage Contact Center, a highly-insightful Contact Center-as-a-Service (CCaaS) platform, and the latest release of MiCloud Flex, a Mitel flagship UCaaS solution. Entirely over-the-top with no software or equipment to deploy, MiCloud Engage Contact Center works with any call control platform and integrates with a wide range of…

Magnolia Launches New Capabilities for Digital Marketers to Measure and Optimize Customer Experience

Digital marketing teams can look forward to more concrete ways of enhancing the customer experience, with new capabilities from the Swiss CMS vendor Magnolia that optimize business goals along the customer journey. While launching these content capabilities at DMEXCO, Magnolia also announced partnerships with Siteimprove and Spryker aimed at reinforcing its abilities to deliver experience-driven commerce. “Digital marketing is becoming more data-driven and Magnolia’s new capabilities give businesses…

Neustar and Thunder Join Forces to Deliver Better Customer Experiences, Powered by People-Based Intelligence

Thunder Experience Cloud, the leader in people-based ad serving, and Neustar Marketing Solutions  the leading unified marketing intelligence platform for marketers, announced the integration of Thunder’s people-based ad server with the Neustar Identity Data Management Platform (IDMP) and the Neustar MarketShare solution. The partnership will enable brands and agencies to quickly customize ad creatives to each customer, as well as measure performance for real-time optimization. Thunder's dynamic creative optimization (DCO)…

Marketo Appoints Mika Yamamoto as Global President to Deliver End-To-End Customer Experience

Former SAP Chief Digital Marketing Officer Will Drive New Growth and Operational Efficiencies Marketo, Inc., the leading provider of marketing engagement, automation, and attribution software, announced the continued expansion of its leadership team with the appointment of Mika Yamamoto as Global President. As the former Chief Digital Marketing Officer (CDMO) for SAP, Yamamoto brings 20 plus years of enterprise marketing experience to Marketo, and will focus on delivering a world-class, end-to-end experience for Marketo's…

Sprinklr and Nextdoor Announce Partnership to Power Memorable Customer Experiences

First-Of-Its-Kind Integration Makes It Easy for Global Brands to Manage Nextdoor Alongside Other Social Channels All in Sprinklr Sprinklr, the world’s #1 social media management platform, announced its integration with Nextdoor, the private social network for neighborhoods. Now, the world’s largest brands can engage with customers on Nextdoor alongside their other social channels all in Sprinklr, resulting in a personalized customer experience. Sprinklr is the first social media management platform to integrate with…

FocusVision Wins Award for Outstanding Innovation for Customer Experience Management

Martech Breakthrough Awards Names Research Technology Leader Inaugural Winner in 2018 Show MarTech Breakthrough, an independent organization that recognizes the top companies, technologies and products in the global marketing technology industry , announced that FocusVision, a full-spectrum insights and analytics technology solutions provider, has won the 2018 MarTech Breakthrough Award for outstanding innovation in customer experience management. “FocusVision already has a stellar reputation for its market-leading…

AO.com Builds 360-Degree Single View on MongoDB Atlas to Improve Customer Experience, Fight Fraud and Comply with the GDPR

DevOps Culture and MongoDB Atlas Help Build New Platform in Less Than Six Months In a bid to fight fraud and become GDPR compliant, online electricals retailer AO.com built a single customer view platform on MongoDB Atlas, the fully-managed database as a service offering from MongoDB, Inc., the leading modern, general purpose database platform. Delivered in just a few months, the platform is pulling in all of AO.com's disparate data sources and data silos into one location where it can easily be accessed, managed and…

Cloud-based CRM Solutions Will Increase Your Sales and Offer a Seamless Customer Experience

Frost & Sullivan Highlights That Cloud-Based CRM Solutions Enable Organizations to Deliver a Truly Personal Purchase Experience to Customers Over the last five years, the percentage of salespeople achieving their sales targets had dropped from 63% to 53%. On the other hand, almost 74% of the salespeople in companies that employed a sales-enablement charter made their quota. In a highly dynamic business environment where customers access information through multiple touch points, it is critical for salespersons to…

Harnessing the Power of Small Data to Build a Better Customer Experience

In 2017, IBM estimated we create 2.5 quintillion bytes of data every day. As this number continues to grow exponentially, so does the very common misconception that larger quantities of data equate to a deeper understanding of people. It’s an idea present across every industry and sector, largely addressed under the guise of "big data." The reality for most companies--and one especially true for marketers--is that most of the "big data" that decision makers have access to isn't all the information needed to make accurate…

DirectMail.com Leverages Proven Intelligent Marketing Services to Help Clients Deliver Omni-channel Customer Experiences

Direct Response Engagement Experts Elevate Multi-Channel Strategies with Highly Personalized, Data-Driven Campaigns to Maximize ROI, Enhance Engagement and Delight Customers DirectMail.com, a full-service omnichannel and direct response engagement agency, announces omnichannel marketing services to help leading brands, fundraisers, membership organizations and midmarket enterprises maximize return on marketing investments, enhance the buyers' journey and delight customers. With its proven, Intelligent Marketing Services,…

Get on Board with Personalization: How Two Luxury Cruises Improved Digital Customer Experiences

It’s no secret that digital experiences are what drive today’s consumer forward, and companies that don’t operate digitally are severely limiting their chances of maintaining a positive brand reputation. Not only are customers demanding more online offerings, but they’re also expecting those experiences to have the same level of individualized service that they would receive when working directly with a customer service representative. This evolution has had a particularly strong impact on the travel industry, which once…

Skuid Announces Skuid Portals to Optimize Business Connections and Customer Experiences

New Portal Template Allows Companies to Deliver Personalized Experiences for Customers, Partners or Employees That Drive Engagement, All Without Writing Code Skuid, the leading cloud application platform, announced Skuid Portals, an easy and code-free way to create personalized and intuitive user experiences for business needs. Skuid Portals allow companies to provide secure, personalized access to business information for customers, partners and employees, all within a central interface. Delivering on its no-code promise,…

Gartner Says Customer Experience Pyramid Drives Loyalty, Satisfaction and Advocacy

New Research Shows Organizations How to Discover Innovative Customer Experiences that Build Stronger Relationships Eighty one percent of customer experience (CX) leaders report they will compete mostly or entirely on CX, but less than half have established the rationale for why CX drives business outcomes, according to Gartner, Inc. The goal of CX is to meet and exceed customer expectations, but while 48 percent say their CX efforts exceed management’s expectations, just 22 percent of CX leaders report their CX efforts…

Design Systems Will Build the Future of Customer Experience

Business Stakeholders Are Increasingly Understanding the Importance of Providing an Outstanding Customer Experience. But How Do They Collaborate with Marketers to Take Their Products and Services in the Right Direction? Design Systems Might Just Be the Pied-Piper for Futuristic Customer Experience Endeavors "You‘ve got to start with the customer experience and work back toward the technology - not the other way around." -Steve Jobs An enterprise’s ability to provide optimum customer service will decide the success of…

How AI Can Be Used To Shape Your Customer Experience

AI is driving change in the contact center industry, making it a more accessible, friendly place for a customer. AI is changing the relationship companies have with their customers. ZaiLab chief product owner Catherine Collins believes that changing technology goes hand in hand with a changing customer. The time to adopt is now. ‘Contact centers are a hassle to deal with,’ says Catherine. ‘No one has the time to sit on hold while their call is transferred to the next available agent, let alone the patience to repeat their…

Poor Call Handling Results in Lost Sales Opportunities and Negative Customer Experiences

Marchex Institute Study Finds Hotel and Cruise Industries Lose Significant Volume of Customers Due to Poor Call Handling  Call analytics leader, Marchex, has released a series of reports that measure the call handling performance of hotel and cruise brands. By analyzing 5.8 million calls to 13 hotel brands and 84,000 calls to four cruise lines, the Marchex Institute identified key call handling challenges the industries are facing, resulting in lost sales opportunities and negative customer experiences. Marchex's…

Mixpanel and Zendesk Partner to Expand the Future of Data-Driven Customer Experiences

Leading Companies Including Hinge, Lemonade, and Depop See User Analytics as a New Driver of Product Innovation and Exceptional Customer Service Experiences Mixpanel, the world's leading user analytics platform, announced key partner integration with Zendesk, the cloud-based help desk solution used by more than 200,000 organizations worldwide. Now, customer care and support teams can see customers' behavior before they submitted a ticket and, as a result, they can resolve those tickets more efficiently. Businesses That…

AEGIS and STARTEK Conclude Transaction to Create Global Leader in Customer Experience Management

Lance Rosenzweig Appointed as the Global CEO of the Combined Business, Which Has a Presence Across 66 Business Process Outsourcing Locations, 13 Countries and 6 Continents Aegis, a portfolio company of Capital Square Partners (CSP), and StarTek, Inc., both leading providers of outsourcing and technology services, have announced that they have completed a business combination transaction between the companies to create a leader in customer experience management. Aegis and STARTEK had previously announced that they had…

Bright Pattern’s Latest Release Delivers Effortless, Personalized, Omnichannel Customer Experiences

The Latest Release Provides Innovative Video Chat Escalation, Easy-To-Use Agent Interface Updates, GDPR Compliance Advancements, and Omnichannel Communication Enhancements Bright Pattern, leading provider of omnichannel cloud contact center software, released Bright Pattern Contact Center 5.2. Designed to improve customer experience through effortless and personalized omnichannel customer service, Release 5.2 enhances omnichannel communications with new video chat settings, support for private networks, features for PCI…