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G2 Crowd Ranking Honors etouches for High Customer Satisfaction

In The G2 Crowd Winter 2018 Report, etouches Earned The Coveted “Leader” Designation etouches, a leading global provider of event management software solutions, has been named a “Leader” in event management software, earning top marks for customer satisfaction and market presence in the G2 Crowd Winter 2018 report.  G2 Crowd Grids highlight the best business software solutions. The quarterly rankings leverage synthesized social data and more than 382,400 reviews by authenticated users. Marketers need to be satisfied with…

Anodot’s AI-Powered Analytics Ensure Customer Satisfaction and Superior Uptime for LivePerson

Anodot Enables Leading Messaging Platform to Address Hidden Business-Critical Problems Caused by Misbehaving Data Metrics LivePerson, the leading provider of mobile and online messaging business solutions, is leveraging Anodot's AI-powered analytics solution to track massive amounts of business-critical data and metrics in real time. By catching hidden issues and uncovering glitches, Anodot enables LivePerson to avoid downtime so the 18,000 businesses relying on conversational interfaces, such as messaging, can…

Voxco Survey Software Launches Free Website Satisfaction Tool for Businesses of All Sizes to Measure Customer Experience Online

Voxco survey software announced today the launch of a free website satisfaction survey tool for businesses of all sizes to measure customer experience online and gather insights from the voice of the customer. The tool is completely free to use and offers companies the ability to gather critical customer data in order to better understand; visitor intent, task completion, customer effort, customer satisfaction and net promoter scores. Marketing Technology News: Comcast, Charter and ViacomCBS Announce Blockgraph…

Customers Give NICE inContact CXone Perfect Scores in all 12 Vendor Satisfaction Categories in DMG Report

For the Second Consecutive Year, CXone Achieves the Highest Overall Vendor and Product Satisfaction Ratings NICE inContact announced that CXone, the world’s #1 cloud customer experience platform, received perfect 5.0 scores from customers for all 12 vendor satisfaction categories, according to a new report by contact center, back-office and real-time analytics research and consulting firm DMG Consulting LLC. Customers Give NICE inContact CXone Perfect Scores in all 12 Vendor Satisfaction Categories in DMG Report. DMG…

Nitro Research Shows Impact of Document Challenges on Employee Satisfaction and Customer Experience

Only 3% of Knowledge Workers Are Happy with Document Management at Their Companies Nitro, a global company specializing in document productivity solutions, announced the findings of industry-first research that provides a global view of the state of document processes today within enterprises. Partnering with global research and customer experience firm Qualtrics, Nitro evaluated the current state of document workflows and tools across the organization, the challenges with paper-based processes, and the impact on employee…

NICE inContact CXone Rated Highest in Product and Overall Vendor Satisfaction by Customers in DMG Consulting Report

Customers Give CXone Cloud Customer Experience Platform the Highest Average Product Satisfaction Rating, and Award Perfect Scores in Overall Vendor Satisfaction and Ease of Doing Business NICE inContact, a NICE business, announced that NICE inContact CXone – the world’s #1 cloud customer experience platform – received the highest average product satisfaction rating from its customers as well as the highest rating for overall vendor satisfaction, according to a new report by contact center, back-office and real-time…

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…

Data Privacy, Ads Drive Customer Dissatisfaction in Social Media, ACSI Data Show

Pinterest Earns Top Marks in User Satisfaction as Facebook, Twitter Drop Facebook, LinkedIn, and Twitter have the least satisfied users in social media, according to the latest data from the American Customer Satisfaction Index (ACSI) 2018 E-Business Report. Customer satisfaction with social media as a whole falls 1.4 percent to a score of 72 on the ACSI's 100-point scale, ranking it among the bottom five of all industries measured by ACSI, and the lowest of the three e-business categories. The other two categories fared…

Shiftboard Expands into Europe to Help Enterprise Customers Lower Labor Costs and Improve Employee Satisfaction

Expansion of Cloud-Based Scheduling and Hourly Workforce Management Solution Is Backed by New Regional Team, Multi-Language Support and GDPR Compliance Shiftboard, a global leader in employee scheduling and workforce management solutions, announced its expansion into Europe as part of the company's commitment to help enterprise customers around the world lower labor costs, while increasing employee productivity and engagement. Led by recently hired Vice President of International Operations Ian Herbert-Jones. Shiftboard's…

Gladly Launches Payments to Provide Radically Personal Customer Service, Turns Contact Centers into Revenue Generator

Crate and Barrel is first to deploy Payments to agents Gladly, the company that makes customer service Radically Personal, introduced Payments for messaging channels. National furniture retailer Crate and Barrel is the first Gladly customer to leverage Payments to generate revenue from the call center. According to The Temkin Group, a moderate improvement in customer experience will increase revenue by an average of $823 million over three years for a company with $1 billion in annual revenue. With Payments, Gladly…

IPsoft Launches Amelia for Customer Care to Help Organisations Scale and Enhance Customer Service

The Digital Contact Centre Employee, who already handles 4.5 million calls/month at Telefónica, can now be cloud-sourced via DigitalWorkforce.ai to support more organisations in delivering a scaled and superior customer service IPsoft, the largest independent leader in enterprise artificial intelligence (AI), is announcing the launch of Amelia for Customer Care. The cloud-based Digital Employee will help companies accelerate their first-touch customer interactions and time to resolution (TTR), with Amelia capable of…

Zendesk Lauded by Frost & Sullivan for Delivering Seamless Omnichannel Digital Customer Engagement across Platforms

Sunshine Conversations data platform introduces effective and consistent conversational interfaces across existing and emerging customer contact channels Based on its recent analysis of the North American omnichannel digital customer engagement market, Frost & Sullivan recognizes San Francisco-based Zendesk with the 2020 North American Competitive Strategy Innovation and Leadership award. One of the earliest providers of customer relationship management (CRM) tools, Zendesk has evolved into a premier provider of…

Braze Wins Prestigious Customer Service Award for Second Consecutive Year

2019 NorthFace ScoreBoard Award Given to Companies That Consistently Exceed Customers' Expectations with Highly Engaged Employees Braze, the comprehensive customer engagement platform, announced today that it has received the 2019 NorthFace ScoreBoard Award for superior customer service from Customer Experience (CX) specialists Customer Relationship Management Institute LLC (CRMI) and leading customer satisfaction and service quality research and consulting firm Market Intelligence International (Marketii). This is the…

LogMeIn Recognizes Outstanding Customer Experience Leaders and Performers with CXNext Catalyst Awards

Inaugural Awards Spotlight Companies and Individuals That Are Redefining CX LogMeIn announced the winners of the first CXNext Catalyst Awards at the conclusion of its CXNext virtual event. The Catalyst Awards honor individuals and companies that have transformed their business and redefined engagement through innovative customer experience initiatives. The awards recognized exceptional accomplishments across three categories: CX Team of the Year, CX Industry Disrupter and Outstanding Woman in CX. “The goal of CXNext is…

Avaya Honored for Exceptional Innovation in Customer Experience Solutions

Avaya Holdings Corp., a global leader in solutions to enhance and simplify communications and collaboration, announced today that Avaya Conversational Intelligence, a powerful AI solution enabling next-generation contact centers to create happier customers, has been recognized as a 2020 CUSTOMER magazine Product of the Year Award winner. Avaya Conversational Intelligence helps enable organizations to deliver significantly improved customer experiences that can increase brand satisfaction and drive more positive engagements…

Survey: Two-Thirds of Respondents Say Technology is Not Delivering Stronger Customer Relationships

65% of respondents say automation technologies only “somewhat effective” in providing all the data and context employees need Appian announced the results of its “Business Automation Technologies and the Customer Experience” survey. The objective of the survey, conducted by IDG, was to understand employee attitudes at large organizations across the United States and Europe with respect to business automation technologies and the “humanization” of business-to-customer relationships. In the midst of the COVID-19 pandemic,…

3 Steps to Channel Customer Feedback Into Product Innovation

There’s no doubt that optimizing your customer experience (CX) pays off. When products and services come with great experiences, consumers are willing to pay up to 16% more, according to PwC. However, for many organizations, it’s hard to know where to start. Most CX departments already have access to enormous quantities of customer data, captured from channels ranging from customer service conversations to feedback surveys to online reviews. So, how do you turn this avalanche of information into lasting product innovation…

ThousandEyes Announces New VP of Customer Engineering and Establishes Office of CTO

New leadership hires underscore ThousandEyes’ commitment to customer success and product innovation ThousandEyes, the Internet and Cloud Intelligence company, announced that customer success veteran Trevis Schuh has joined the management team as VP of Customer Engineering to ensure unmatched customer satisfaction in post-deployment support and services. To further empower customers, ThousandEyes has also established the Office of the CTO with the appointment of Cameron Esdaile as VP of Technology and Innovation. Esdaile…

Announcing ScreenMeet Live: Voice, Video Chat and Screen Sharing to Empower Brands to Recreate Face-to-Face Customer Support Activities…

Agents at enterprises deploying ScreenMeet Live can seamlessly escalate text chat sessions with customers on desktop and mobile to voice, video chat and screen share directly from within their CRM, with no download for the customer ScreenMeet announced today the release of ScreenMeet Live, a suite of instantly available, browser-based, remote customer engagement tools helping retail and consumer services brands to transition their face-to-face, personalized shopping and customer support services to an online environment.…

Artesian Solutions Tops G2’s European Regional Satisfaction Index for Sales Intelligence Providers

Artesian Solutions, a leading provider of client intelligence and risk solutions, has ranked number 1 in G2’s (formerly G2 Crowd) European Regional Satisfaction Index for Sales Intelligence, Spring 2020. Artesian scored higher across the board than others in the market, including LinkedIn Sales Navigator, InsideView and Zoominfo. G2’s report represents the democratic voice of real software users, rating sales intelligence products based on data sourced from user reviews with data aggregated from online sources. Artesian…