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ActiveCampaign Launches a Digital Customer Experience Automation (CXA) Education Series

After completing 185 in-person training sessions in 74 cities across 16 countries, ActiveCampaign is expanding its Study Halls to a digital format that will teach companies how to drive business growth through better customer experiences ActiveCampaign, the leader in Customer Experience Automation (CXA), today announces the launch of a digital version of their popular in-person CXA Study Hall series. The in-person series, which launched in 2018, has been attended by over 5000 businesses in 74 cities across 16 countries,…

Business Intelligence Group Names Pipedrive a Winner of 2020 Excellence in Customer Service Awards

Business Intelligence Group has named Pipedrive a winner in the 2020 Excellence in Customer Service Awards. "Customer service is a total team effort in our entire company. I cannot thank our team members enough for their patience, compassion and mastery of our product suite," says Mara Vicente, Global Head of Customer Support at Pipedrive. "Our employees are called Customer Solutions Experts for a reason. Deep product knowledge empowers each skilled team member to be by the side of our customers – sales and marketing…

Conversocial Redefines Omnichannel With CX Platform For Customer Engagement Across Messaging Channels

Conversocial Launches New All-In-One Messaging Suite Combining AI, Bot and Human-Agent Engagement Conversocial, the leader in conversational customer experience, today announced new platform and pricing offerings. By combining AI and human agents in a single platform, Conversocial is empowering brands to deliver unique experiences, at scale, across the customer lifecycle. The all-new Conversational Customer Experience Platform by Conversocial brings together four key capabilities into a single customer engagement suite…

MeaningCloud Reveals Its Offering in Deep Text Analytics to Transform Customer Feedback Into Action

With its products for Emotion Recognition, Intention Analysis and Voice of the Customer analysis, MeaningCloud provides the most complete offering in deep text analytics to level up your customer insights MeaningCloud, a leading company in text analytics and deep semantic analysis, has incorporated new products to its offering for unstructured customer feedback analysis. Marketing Technology News: Cognicion Picks SecureReview to Implement Secure Work From Home Document Review Platform Becoming a customer-focused company…

Alfresco Wins Sixth Consecutive Award for Exceptional Customer Service

Alfresco’s Customer and Premier Support Teams Recognized Yet Again in Prestigious CRMI NorthFace ScoreBoard Award Alfresco Software, an open source, content services provider, announced that the Customer Relationship Management Institute, LLC (CRMI), a leading organization recognizing achievements in customer support, has recognized Alfresco’s Technical and Premier Support teams for their customer service excellence. Alfresco was presented with the CRMI's NorthFace ScoreBoard (NFSB) Award for Outstanding Customer Service …

CSG Introduces Conversational Artificial Intelligence to Enable a Next Generation Customer Experience

Messaging apps; speech-based assistants such as Apple’s Siri and Amazon’s Alexa; and chatbots are entering the marketplace in large scale, all with a goal of enhancing everyday life. Businesses are taking notice; leveraging the technology to analyze peoples’ behavior in order to create a more personalized and efficient customer experience. “Their experience in solving complex business challenges and delivering value through the innovative use of technology makes them the perfect partner to bring CSG Conversational AI to…

Phunware Adds Global Multinational Customer for Mobile Corporate Campus Solution

Phunware, Inc., a fully-integrated enterprise cloud platform for mobile that provides products, solutions, data and services for brands worldwide, announced today that it has added a global multinational customer for its mobile corporate campus solution. @phunware (NASDAQ: PHUN) announces a new global multinational customer for its mobile corporate campus solution. Phunware’s Multiscreen-as-a-Service (MaaS) platform helps employers manage their campus services with an employee and visitor-friendly, native, mobile-first…

Qualtrics Partner Network Doubles to Over 200 Global Companies to Empower Organizations with Experience Management Solutions that Deliver…

Bain & Company, Deloitte Digital, EY, and Reputation.com win this year's Qualtrics Partner of the Year Awards, in celebration of their work to helping companies around the world navigate and respond to key business challenges Qualtrics, the leader in customer experience and creator of the experience management (XM) category, today announced that the Qualtrics Partner Network (QPN) has expanded to over 200 global member companies within its second year.  QPN partners are now integral to driving breakthrough business…

Finn AI and Zendesk Integration Enables AI-Powered Digital Self-Service for Banking Customers

Finn AI, the world’s leading AI-powered conversational banking technology provider announced its listing on the Zendesk, Inc.  Marketplace and its new pre-configured integration with Zendesk Chat. “Many banks are turning to artificial intelligence to deliver these experiences at scale. With the integration between Finn AI and Zendesk, banks can leverage AI to drive productivity, free up resources, and improve customer satisfaction with seamless handover between bots and live agents.” The Zendesk Marketplace is a…

Is Your Customer Experience (CX) Roadmap Still on Track?

How would you react if you found out that 73.6% of organizations operate without enterprise-wide CX analytics systems! If experience isn’t central to your business, you’re likely to lose in the long race. It’s mostly a marathon, run at a pace of a Sprint runner. NTT recently asked marketers, "Is CX a differentiator or detractor in your organization?" Most marketers have heard about customer experience, but only a very few have mastered it. In the current COVID-19 scenario, client-facing teams are finding it hard to…

Kaizo Raises $3 Million to Accelerate Customer Support Productivity Leveraging Gamification and Artificial Intelligence for Agents Worldwide

Led by Gradient Ventures (Google's AI fund) and Partech; Christoph Auer-Welsbach, former Partner at IBM Ventures, Joins as Co-Founder Dutch startup Kaizo, formerly known as Ticketless, announces a $3 million seed round led by Gradient Ventures, Google's AI-focused venture fund, and Partech, with participation from several angel investors. Entrepreneur and investor Christoph Auer-Welsbach, former partner at IBM Ventures, also joins Kaizo as a co-founder. Kaizo was started in 2018 by Dominik Blattner, an entrepreneur with…

Agiloft Ranked as Value and Customer Leader in Spend Matters’ Spring 2020 Solutionmap for Contract Lifecycle Management

Agiloft’s No-Code CLM Platform Receives Top Ratings by Spend Matters for Fourth Consecutive Quarter, Adding to a Series of Major Industry Distinctions. Agiloft, the global standard in contract and commerce lifecycle management, announced that leading industry analyst firm Spend Matters rated the company a Value Leader and Customer Leader in its Spring 2020 SolutionMap for Contract Lifecycle Management. With rankings based on technical or functional criteria, SolutionMap is the definitive procurement technology…

Cicero Recognized with Enabling Technology Leadership Award by Frost & Sullivan for its Product Line Strength and Customer Impact

Cicero is helping Fortune 500 companies understand how and why work happens, empowering them to improve productivity and performance of critical resources: people, systems, and processes Based on its recent analysis of the North American contact center market, Frost & Sullivan recognizes Cicero Inc. with the Enabling Technology Leadership Award in the call center software industry. This is the second consecutive year that Cicero has garnered the Award. The call center software industry is undergoing significant…

Digital Marketing Institute Shifts to Talkdesk Cloud Contact Center Solutions for Global Customer Service and Sales Teams

Seamless integration with Salesforce, and flexibility to expand globally based on dynamic customer needs, elevates Talkdesk over other cloud competitors DMI chose Talkdesk for cloud scalability to support global expansion, strong reputation for reliability and comprehensive integration with Salesforce Talkdesk offers DMI an agile and easy-to-customize platform through a user-friendly “clicks, not code” approach Streamlined configuration and simple, self-service set up offers DMI complete control over contact…

Bidgely Enterprise Analytics Succeeds in Transforming Smart Meter Data into Customer Analytics and Grid Edge Intelligence, and Utility…

Artificial intelligence and personalization drives intelligent demand side management program planning and customer targeting, reduces churn, improves call center operations and more Bidgely has successfully equipped its global utility and energy retailer partners with new tools to create value from untapped customer data through its artificial intelligence-powered Enterprise Analytics Solution. Bidgely has partnered closely with global customers like TEPCO, NV Energy, Duke Energy, VSE and others to extract data insights…

Ada Closes $44 Million Series B Led by Accel to Further AI in Customer Service

Automated customer service platform moves into the next era, reducing costs and boosting customer satisfaction for leading companies globally Ada, the leader in Automated Customer Experience (ACX), announced it has raised $44 million in a Series B funding round led by Accel, with participation from existing investors Bessemer Venture Partners, FirstMark, Version One, Leaders Fund and Burst Capital. Ada helps business leaders such as AirAsia, Mailchimp, Shopify, Telus, Upwork and Zoom reduce costs and increase satisfaction…

Comm100 Launches Freemium Live Chat to Power Real-time Customer Engagement for All

Comm100, a global provider of digital customer engagement solutions, announced the launch of a limited time offer freemium live chat plan. Comm100's award-winning Live Chat Business edition is now free for up to three agents*. Whether used as a customer support channel or across the entire customer journey, Comm100 Freemium enables every organization to provide real-time, personalized communication from their website or mobile app. Marketing Technology News: Aternity Expands Executive Team With Seasoned Industry Leaders…

SiteLock Partners with Aruba to Enhance Security for Its Customers

SiteLock's Patchman solution selected by top European hosting provider to offer a safer, cleaner hosting environment for its customers SiteLock, a global leader in cybersecurity solutions for small businesses, announced its partnership with Aruba S.p.A, the largest Italian hosting provider in European markets, including France, U.K., Germany, Poland, Hungary, Czech Republic, and Slovakia. Through this partnership, Aruba will leverage SiteLock's Patchman solution in over 700,000 websites to create a safer, cleaner hosting…

Deloitte named a Leader by Gartner in CRM and Customer Experience Implementation Services, Worldwide

Gartner, the world’s leading information technology and advisory company, named Deloitte a Leader, positioned highest for ability to execute and furthest for completeness of vision, in its February 2019 report titled, Magic Quadrant CRM and Customer Experience Implementation Services, Worldwide. Marketing Technology News: EnergyBot Raises Series B Funding “Creating the best experience in the moments that matter most for customers is critical to keeping them happy and advancing companies everywhere,” says Andy…

MarTech Primers: Customer Service Versus Customer Experience

Forrester’s report on the Customer Experience Index states that the top 20% of brands investing in customer experience recorded a higher stock price growth and achieved greater returns. Companies focus on mitigating pain points to prevent reputational risks  - dedicated support, personalized services, and 24/7 assistance are a few measures that they adopt. Customer service is one component of the elements shaping up the overall customer experience. In this blog, we shall highlight the major differences between the terms…