A Necessary Paradigm Shift: How Conversation APIs will Deliver True Two-Way Omnichannel Messaging

Traditional assumptions about omnichannel messaging don’t cut it in today’s increasingly dispersed and digital world. Omnichannel messaging was originally premised on the question, “Where are my customers?” Now, with customers using such a variety of messaging platforms - text, RCS, social/chat apps etc, brands need to re-orient to answering the question “How do I effectively communicate with each customer — no matter the channel or channels— in an engaging, continuous and personalized way?” But with so many mobile channels,…

Schülke & Mayr Chooses Medallia for Experience Management

Medallia, Inc., the global leader in experience management, announced that Schülke & Mayr has selected Medallia as its experience management platform of choice. Marketing Technology News: LiveXLive Announces Podcast/Vodcast Joint Venture With Audio Up Media “Schülke & Mayr’s business delivers important hygiene products to the healthcare and dental provider industry where business-to-business customer experience is front and center in the current environment. Companies across all industries critical in today’s…

PROS Delivers Omnichannel Connectivity for Magento Commerce Merchants

PROS Connector delivers real-time consistent winning prices as part of their broader omnichannel strategy PROS, a provider of AI-powered solutions that optimize selling in the digital economy, announced the release of its PROS Connector for Real-Time Pricing, enabling delivery of real-time, optimized prices to Magento Commerce stores. Now, Magento Commerce merchants can easily connect their Magento Commerce stores to award-winning PROS pricing solutions to power an omnichannel buying experience for their customers,…

Solvvy’s Next-Gen Chatbot Platform Enhances Omnichannel Capabilities with Zendesk Sunshine

Solvvy, the next-gen chatbot and customer support automation platform, announced a partnership with Zendesk, Inc., and integration with the Sunshine platform. Solvvy now seamlessly integrates with Zendesk's open and flexible CRM platform, Sunshine, allowing Solvvy users to offer multi-channel support that spans communication tools like Facebook Messenger, WhatsApp, SMS, and other messaging channels that customers are increasingly using to reach out to businesses. Marketing Technology News: Unity and Snap Inc. Partner to…

Centerfield’s Dugout Platform Enhances Omnichannel Capabilities with AI-Powered Chat

Centerfield, a technology-driven marketing and customer acquisition company, announced the addition of AI-powered chat to its customer acquisition platform, Dugout. Centerfield optimizes millions of shopping experiences for the world’s leading brands. Dugout is now able to engage with customers via an automated chat experience that quickly understands shopping intent and enables a smooth handoff to a purchase via e-commerce, sales center or other channels. These advancements have boosted total sales and reduced costs…

REPAY and LiveVox Announce Partnership to Enhance Customer Experience and Improve Agent Performance

Repay Holdings Corporation, a leading provider of vertically-integrated payment solutions, announced a technology integration with LiveVox, a next-generation contact center platform. The partnership further enhances the LiveVox customer experience by providing additional digital payment options and processing capabilities in either self-service or agent-assisted transactions. LiveVox provides companies with a unified approach to creating personalized customer conversations by offering seamless integration capabilities…

Astek Strengthens Its Position in the E-Commerce and Digital Experience Sector With the Acquisition of INEAT

Astek strengthens its position in the e-commerce and digital experience sector with the acquisition of INEAT The Astek Group announces the acquisition of the French group INEAT, a specialist in digital experience and e-commerce. With 300 employees in France, China and Canada, INEAT achieves a turnover of 22 million euros. Thanks to this acquisition, Astek is strengthening its geographical footprint in several key regions of the world. In France, the Group gathers now more than 200 employees in Lille area, and is…

Doxim Brings Accessible Documents to CCM Omnichannel Communications

Doxim, the leading customer communications management (CCM) and engagement technology provider serving financial and regulated markets, announced its comprehensive Doxim Accessibility solution, an integral part of the Doxim CCM platform, designed to support clients’ accessibility compliance initiatives. Ensuring that communications are accessible to people with disabilities is not only a moral imperative, it is also a legal requirement across North America. Transactional communications and documents, such as financial…

Quadient and Duck Creek Technologies Collaborate to Accelerate Customer Experience Management Capabilities for Insurers

Quadient and Duck Creek Technologies Collaborate to Accelerate Customer Experience Management Capabilities for Insurers Quadient, a leader in helping businesses create meaningful customer connections through digital and physical channels, announced that it has partnered with Duck Creek Technologies Inc., a global provider of SaaS-delivered enterprise software to the property and casualty insurance industry. The collaboration will boost the digital transformation initiatives of insurance organizations by integrating…

Jackman Expands Customer Experience Design

Jackman, North America's leading customer engagement reinvention company, announced an expanded Customer Experience Design (CX Design) offering focused on rapid innovation and deepening customer engagement. Due to the pandemic and the need for immediacy in satisfying customers' quickly changing needs and expectations, and as a result, the pressure to quickly adapt that many businesses are experiencing, CX Design has become a critical component of broader business strategy development and activation. This pressing need,…

SugarCRM Brings Companies Cloud-Based Customer Experience (CX) Solutions on AWS

SugarCRM Inc. deepened its commitment to cloud-based customer experience as an Amazon Web Services (AWS) Advanced Technology Partner within the AWS Partner Network (APN). Sugar recently launched a new integration with Amazon Connect, an easy-to-use omnichannel cloud contact center that helps companies provide superior customer service at a lower cost. AWS is a strategic component of Sugar’s time-aware CX platform, enabling scalability, security and accelerated innovation. Marketing Technology News: Cisco To Acquire…

Retailers Increasing Focus on Humanizing the Digital Customer Experience: Benchmark Report Shows Steady to Growing Investment in Digital…

Key Takeaways 93% of retailers making website top priority during Pandemic. 86% reported increase their ecommerce website budget during Pandemic   81% report personalization as key focus right now compared to 55% pre Pandemic.  71% of retailers report brand authenticity is a key driver in online success.  iAdvize, a leading conversational platform solutions provider serving more than 2,000 brands in 100+ countries, today announced the results of a study that surveyed more than 100 US retail…

Mediaocean Launches New Audience Reach Capabilities to Enhance Omnichannel Advertising

 Mediaocean, the mission-critical platform for omnichannel advertising, announced enhanced capabilities in its Scope product for TV Reach Extension (TVRE). With TVRE, Mediaocean becomes the only buying platform that connects linear TV audience intelligence with connected television (CTV) and closed ecosystems like Facebook. The new audience intelligence tools provide advertisers the ability to deduplicate audiences, manage reach and frequency, eliminate waste, and focus on incrementality across multiple channels.…

Price Chopper Supermarkets Selects Manthan-RichRelevance to Deliver on Omnichannel Personalization

Leading US grocery chain will leverage advanced machine learning algorithms to provide personalized, seamless experience for their customers Manthan-RichRelevance, a leading Experience Personalization and Customer Engagement Platform, today announced that Price Chopper Supermarkets and Market 32 have partnered with them to drive intimate, highly personalized customer engagement across the lifecycle. Price Chopper Supermarkets will leverage the company's integrated SaaS suite covering Customer Data Platform, Advanced…

Kibo Named a Strong Performer in Experience Optimization Platforms

Kibo, the leader in unified commerce, announced that global analyst firm Forrester Research has named Kibo a Strong Performer in The Forrester Wave: Experience Optimization Platforms, Q4 2020. Powered by AI-driven personalization from Monetate and Certona, Kibo Personalization delivers best-in-class experience optimization capabilities for online and omnichannel retailers. The report describes Kibo’s vision “to enable commerce professionals to design and launch hyper-personalized experiences, tests, and recommendations in…

Prioritize on Customer Experience (CX) to Recover Faster from Pandemic Crisis

In the latest research on Singapore’s resilience in recovering from the pandemic crisis, Zendesk has placed the highest priority on Customer Experience or CX Management. According to the Zendesk survey, the businesses in Singapore that prioritize CX are expected to recover faster from the challenges of the pandemic. Zendesk jointly conducted the research with Ecosystm, revealing that of the local companies that plan to decrease CX spend, 88% will only see recovery in the second half of 2021 or later. Here’s what the…

Lessor Group Counts on Agillic to Personalize Customer Experiences

Omnichannel marketing software company Agillic is going to support Lessor Group in building data-driven and personalized communication. The company offers payroll and HR solutions and operates internationally. It has made customer-centricity a strategic priority in its efforts to attract new customers, increase customer loyalty, and maximize the customer lifetime value. In recent years Lessor Group has transformed its business from a primarily product-oriented company towards a customer-centric organization. Relevant and…

Delivering Better Customer Experience Using Customer Data Management

If there is one thing that has strengthened during the COVID-19 pandemic is our reliance on technology. Even more so, smart technology, also referred to as SmartTech in the modern business parlance. In the business world, the pandemic brought limitations in the form of a reduced workforce and resources. The year 2020 also tightened the corporate world’s take on smart decision-making in relevance to objectives and functionality. Right from the front, the decisions have been well calculated, well carried out, and in the…

Tricolor Deploys an Advanced Omnichannel Contact Center With Orange Business Services

Russian digital services operator Tricolor has turned to Orange Business Services to modernize its customer service activities, leveraging technology from Genesys, a global leader in cloud customer experience and contact center solutions. Tricolor provides digital services, including satellite television and video streaming, for 12.2 million households throughout Russia. By deploying Genesys Engage, the omnichannel and multi-cloud customer engagement solution to be used by hundreds of operators, Tricolor can now interact…

Customer Experience Emerges as 2020 Bright Spot: Consumers See Positive Shift in Service and Signal Increasing Digital Engagement

Survey of more than 4,000 consumers from the US, UK, France and Germany shows organizations making strides in CX despite challenging times; points to rise in use of online options Sixty percent of consumers report improvements in customer experience (CX) since the pandemic, indicating businesses recognize the importance of CX and are responding. Telephone and email remain prevalent with digital gaining momentum as consumers plan to increase usage of chatbots, virtual agents and self-service, even post-pandemic.…