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Braze Expands Products and Partnerships to Help Brands Nurture Empathy in Customer Communications

New Updates Include Predictive Churn, Expansion of Promotion Codes, Huawei Push, and an Expanded Partnership with Amazon Braze, the comprehensive customer engagement platform, announced new product and partnership updates that help brands incorporate empathy into cross-channel communications to connect and grow audiences, build loyalty, and accelerate revenue. By leveraging tools and insights to better understand customer intent and behavior, brands can strategically create personalized cross-channel campaigns that…

How Consumer Behavior and Attitudes Are Reshaping Life During and After COVID-19 Pandemic

The COVID-19 pandemic abruptly altered consumers’ behaviors and attitudes, upending brands’ marketing strategies and plans. Now, roughly four months into the pandemic in the U.S., we are just beginning to gain a better understanding of the impact of these changes in the short and long terms, and how brands must adapt to the ‘new normal.’ A recent survey of 10,000 U.S. consumers conducted by Acxiom, the data and technology foundation for the world’s best marketers, shines a light on consumers’ attitudes and behaviors amid…

Customer Expectations are Changing as Digital Processes Streamline Experiences

How businesses can adapt and develop digital processes to new customer habits while staying true and connected to their existing clientele. As customers experience disruptions to their daily routines stemming from COVID-19, they are adapting to new systems powered by digitization that are reshaping their behaviors and preferences. How do businesses adapt to these changes and remain connected with their customers? Amid the COVID-19 pandemic, companies and communities have been forced to implement digital solutions to…

MarketStar Partners With Totango To Elevate Customer Success

MarketStar, the leader in customer engagement and outsourced B2B revenue acceleration, takes its customer success capabilities to new levels by partnering with Totango, the leading platform in customer success management. MarketStar's Customer Success offering is an end-to-end solution that helps companies assess, design, implement and optimize a customer success solution that delivers results. MarketStar's customer success offering is focused on three core product areas: strategy and design, technology and intelligence…

BlueConic Expands Customer Lifecycle Orchestration Capabilities

Latest Release from the CDP Propels Cross-Channel Customer Lifecycle Marketing to the Next Frontier BlueConic, the world’s leading pure-play customer data platform (CDP), announced enhancements to its best-in-class lifecycle orchestration capabilities, which enable marketers to move beyond channel-specific campaign workflows and instead, orchestrate cross-channel lifecycle marketing programs that are responsive to each customer’s unique journey based on the real-time, unified customer profile data at the platform’s core.…

Medallia Partners with Adobe to Deliver Complete View of End-to-End Customer Experience Journey

Real-Time Customer Journey Profiles Empower Brands to Take Actions that Drive Loyalty & Increase Purchase Frequency Medallia, Inc., the global leader in experience management, announced an integration between Medallia Experience Cloud and Adobe Experience Platform (AEP) that gives brands comprehensive insights into the complete customer journey to deliver highly personalized real-time experiences that increase purchase frequency. Customer feedback from Medallia Experience Cloud seamlessly integrates with behavioral…

Winning the Experience Battle by Marrying Customer Intimacy and Industrialization

The ongoing coronavirus outbreak will have a reverberating impact on almost every facet of life on this planet. Human behavior at its most fundamental will change. People will think twice about going into stores, customers will opt for online buying options more than before and the purchase experience will move from being predominantly in the physical world to being predominantly in the digital world. Businesses will have to create experiences tailored to these shifting customer behaviors. Before the crisis, it was clear…

Sitel Group Report Reveals Customer Experience Reigns As Brand Loyalty Driver Through the Pandemic

The 2020 CX Index Survey, and subsequent COVID-19 CX Index Pulse Survey, finds the pandemic prompted the majority of consumers to switch to online shopping with 57% vowing to continue this trend beyond the pandemic Prior to COVID-19, just over half (54%) of consumers reported having a better experience shopping online; however, after facing nearly three months of COVID-19, 76% of consumers moved to online shopping for items they would typically buy in store. What's more, 57% of those consumers plan to continue buying…

Lytics View Provides Marketers Important Customer Insights and Recommended Actions

Lytics View combines the right data + the right data science to shorten time to value for marketers using Lytics’ CDP technology Lytics, the customer data platform (CDP) built for marketing teams, improves your business performance by connecting the right data to Lytics’ powerful AI engine. The company announced the launch of its new product, Lytics View. Lytics View accelerates the time to value of the Lytics Customer Data Platform through a streamlined onboarding process resulting in marketer’s having access to…

New Optimal IdM Logo Testifies To Growth and Customer Service Commitment

New logo represents the Optimal IdM customer commitment to remain innovative and nimble through technology development and value-added partnership growth Optimal IdM, a leading provider of Identity and Access Management (IAM) solutions, has unveiled a new logo designed to reflect the company’s growth, strengths and rich heritage. “Over the past nineteen years, we have seen the Identity and Access Management (IAM) space evolve into four key business areas: authorization, assurance administration, and analytics,” said Larry…

Payfone’s $100 Million Funding: Customer Identification Software Matches Steps with New Omnichannel CX Benchmarks

Payfone Declares Latest Investment Will Accelerate Privacy-First Customer Identification Management Platform with Strategic Acquisitions Phone intelligence is undergoing a massive transformation as brands and omnichannel marketing platforms aim to deliver a smooth parallel customer experience. The Customer Experience goals can’t be fully verified without authenticating the user identity and thus prevent fraud. Therefore, CX is complete only when integrated alongside identity verification and authentication analytics…

True Influence Identifies B2B Industry Intent Trends During COVID-19, Helping B2B Sales and Marketing Find Their Next Customer

Identifying the industries and buying groups that are in market is crucial to helping companies get back to business by keeping campaigns targeted and running smoothly during a crisis True Influence, the technology leader of intent-based marketing, sales and demand generation solutions, announced that its helping B2B organizations get back to business by utilizing its True Influence Marketing Cloud™ to allow marketers to identify insights and trends in vertical markets, the individual buyers, and buying groups. Focusing…

Fifty-Four Percent of Consumers Open Product-Oriented Email When Clear Customer Action is Included

SparkPost, the world's largest email delivery and analytics engine that delivers nearly 40 percent of the world's email, today published the results of a consumer survey co-developed with leading global survey software company SurveyMonkey. The survey captures how retail consumers feel about marketing communications from their favorite retail brands – what marketing activity promotes consumer engagement and digital purchases, and what brands are doing that drive consumers away. The survey analyzed data from 1,124 consumer…

Mastercard Powers Faster, Seamless Online Shopping Experiences for Amazon Customers

Merchants across the globe increasingly adopt tokenization, eliminating the need to manually update card credentials and increasing peace of mind at checkout More and more consumers are going online to purchase everything from groceries and food delivery to home improvement goods, apparel and entertainment; as they do, merchants are focused on providing an increasingly seamless experience. Today, Mastercard announced that Amazon customers in 12 countries across North America, Latin America, Middle East and Europe will…

Decooda’s CX Workout Software Ranked as a Leader in Customer Journey Mapping Platforms Evaluation

CX Workout achieves top scores in Journey Testing and Optimization (tied), and Planned Enhancements criterion, highest scores possible in Client experience, and Usability criteria Decooda International was among the select companies that Forrester invited to participate in its report: The Forrester Wave™: Journey Mapping Platforms, Q2 2020. In this evaluation, Decooda's top scores were in Journey Testing and Optimization (tied), User Research, Planned Enhancements and Services, Client experience, and Usability.…

New Verint Research Shows Which Banks Deliver on Customer Experience During Pandemic

Digital and Online Banks Lead the Verint Experience Index, Earning Top CSAT and NPS Scores, in the Midst of Physical Distancing, Financial Upheaval Consumer banking behaviors have changed radically as a result of the COVID-19 pandemic. The findings of new research announced by Verint Systems Inc., The Customer Engagement Company, show which banks have maintained and even improved customer satisfaction during a time of market disruption. Marketing Technology News: Leading Contextual Advertising Company Media.net Joins IAB…

Forrester’s US 2020 Customer Experience Index Reveals CX Quality Improved Dramatically Over The Past Year

27% Of Brands And Nine Industries Achieved Significantly Higher Scores; CX Differentiation Is The Key To Post-Pandemic Success According to Forrester's US 2020 Customer Experience Index (CX Index™) rankings, 27% of brands improved their CX Index scores over the past year, a significant jump compared to previous years marked by minimal gains. Factors contributing to the increase in scores this year include CX professionals prioritizing high-impact projects, securing executive buy-in, evangelizing CX projects across the…

Artesian Launches Back to Business Toolkit to Help B2B Sellers Returning From Furlough Get Back in the Game and Customer Mind-Set With…

Following the Government’s decision to begin easing lockdown restrictions across the UK, more workers are being asked to return to the workplace. In response Artesian Solutions, the A.I. powered client intelligence solutions provider, has today announced the launch of its Back to Business Toolkit, aimed at helping furloughed B2B sales professionals return to work in the most proactive and productive way possible. During the COVID-19 lockdown it has been reported that: B2B sales opportunities are down by 73.9%…

Customers Are Changing, So Should Marketing

Right Balance Between Tech and Human Touch Can Enhance Omni-Channel Experiences Rapid changes in customers' attitudes and expectations are challenging marketers like never before. Finding the right balance between the efficiency of technology and personal connection through human interaction has become even more challenging for marketers. At the same time, it also presents major opportunities, concludes new research from The Conference Board. The report, Customers Are Changing, and So Should Marketing, is based on a…

Acosta Finds Work-From-Home Culture Could Have Long-Lasting Impact on Consumer Behavior

New research finds 34% of shoppers working from home expect to do so indefinitely or are unsure of return date Acosta, a leading full-service sales and marketing agency in the consumer packaged goods industry, today released its sixth research report providing insight into the continuing evolution of consumer behavior and outlook amid the COVID-19 pandemic. The report, which found working from home may continue for an extended period of time, also provides recommendations to help retailers prepare for post-COVID-19 shelf…