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Toluna Offers Real-Time Insights into Online Consumer Behavior in China

Tracking App Provides 360-Degree Behavioral Analysis Toluna, an ITWP company and leading consumer intelligence platform that delivers insights on demand, announced it has unveiled new, permission-based online data collection solution in China to analyze consumer behavior in real-time. The technology delivers deeper insights and cross-device behavioral data in response to increased demand by researchers and marketers in China, a previously opaque consumer sector. The technology also drives intelligent business…

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…

The New Normal: Redefining Business Continuity in Customer Experience

Complimentary live webinar hosted by Genesys to feature industry leaders with key insights on emerging trends and challenges in today's environment Genesys, the global leader in cloud customer experience and contact center solutions, is hosting a free live webinar to deliver expert perspectives on where the customer experience industry is headed given the dramatic shift in operations in response to challenges brought about by the COVID-19 pandemic. This 45-minute panel discussion will feature insight from global leaders…

StorageMart Harnesses Voice Technology to Assist Customers

Columbia-based company leads the storage industry in exploring voice technology as part of the customer journey StorageMart unveils its first foray into voice technology with the launch of the StorageMart Alexa skill that, when enabled, allows consumers to get guidance on their storage sizing questions. The skill also allows customers to find out information on policies and general storage questions. Upcoming releases will include an expanded answer library, location-specific details, tips on making the most of space, and…

The Vonage Contact Center helps RAM Tracking Avoid Disruption in Customer Experience as it Transitions Employees from Office to Home During…

Vonage, a global business cloud communications leader, today announced that RAM Tracking has maintained its commitment to outstanding customer service with the Vonage Contact Center by transitioning employees from working in the office to their homes in response to the COVID-19 pandemic. The Vonage Contact Center helps RAM Tracking Avoid Disruption in Customer Experience as it Transitions Employees from Office to Home During COVID-19 RAM Tracking, a provider of GPS vehicle tracking systems, chose the Vonage Contact…

Zeotap launches Customer Intelligence Platform and Welcomes Salesforce Veteran as New Global CRO

The platform enables brands to connect and transform their first-party data into actionable customer intelligence zeotap announces the launch of its Customer Intelligence Platform (CIP) that enables brands to connect and transform their first-party data into actionable customer intelligence with activation available across the marketing ecosystem in more than a dozen countries. According to a BCG report on the Dividends of Digital Marketing Maturity, conducted with senior marketers of more than 200 global brands last year,…

RingCentral Engage Digital Shares Insights on the ‘Get to Know Your Customer Day’

April 16 is the Get To Know Your Customer (GTKYC) day. For those who came in late, GTKYC Day is observed annually every quarter on the third Thursday of January, April, July, and October. In the current slowdown brought by COVID-19 lockdown and travel restrictions, the pledge to follow GTKYC becomes even more resolute. Ahead of the Get to Know Your Customer Day, Julien Rio of the RingCentral Engage Digital shared valuable insights on how the quarter starting April will be unique in many ways, something nobody predicted or…

Fusionex Extends Collaboration with International Energy Giant to Further Enhance AI and Customer Analytics Platform

Leading multi-award-winning data technology specialist Fusionex has been awarded an initiative to drive customer engagement for an internationally-renowned energy conglomerate through the utilization of Artificial Intelligence (AI) and Customer Analytics, in a multi-year extended deal. A key oil refining and marketing company with a strong 30-year record, the client has over 20,000 employees and more than 1,000 service stations across the region and offers gasoline, diesel and kerosene to power industries and fuel…

Acosta Analyzes Evolution of US Shopper Behavior Amid Growing Threat of COVID-19

New research finds online ordering is ramping up; more shoppers are making additional stock-up trips Acosta, a leading full-service sales and marketing agency in the consumer packaged goods industry, today released its second round of research providing insight into how consumer shopping habits are continuing to evolve amid the COVID-19 pandemic. The report, which found 28 percent of online grocery shoppers made their first-ever online grocery order in March due to COVID-19, also provides guidance to help retailers and…

Three Ways to Connect Better With Customers During Unexpected Turns

The customer journey has taken some unexpected turns as retailers and shoppers navigate the ever-changing rules surrounding the coronavirus pandemic. Shoppers grapple with stock-outs and faraway delivery dates, changing store hours, new pickup options, and new rules around online purchases and returns.  Retailers are expected to cater to customers through it all while dealing with depleted staff, reimagining store footprints and fulfillment like curbside pickup, and uncertainties in the supply chain. Now is a good time to…

LivePerson Named a Leader in Digital-First Customer Service Solutions by Independent Research Firm

Achieved "differentiated" rating among all reviewed vendors in six categories LivePerson, Inc., a global leader in conversational solutions, has been named a Leader in the Forrester Research, Inc. April 2020 report, The Forrester New Wave™: Digital-First Customer Service Solutions, Q2 2020. Forrester, a leading global research and advisory firm, evaluated 13 providers based on 10 criteria. LivePerson achieved a "differentiated" rating in the Customer Experience, Routing and Queuing, Chatbots, Business Insights, Vision,…

Massive Consumer Study Reveals Real-World Behavioral Impact of COVID-19 Across Industries

A Survey of 5,000 Consumers via Resonate’s Intelligence Platform Provides an Unprecedented Look at How Buying and Decision-Making Is Changing Resonate, the leading provider of A.I.-driven marketing data and intelligence, unveiled the findings of a flash survey of 5,000 consumers that provides unprecedented insights into how the ongoing COVID-19 outbreak is fundamentally changing the buying habits and sentiments of American consumers. The Resonate Coronavirus Connected Flash study -- the largest, most comprehensive of its…

ActiveCampaign Announces a New Listing On the Shopify App Store and 3000 Joint Customers

ActiveCampaign, the only Customer Experience Automation solution on the world’s leading commerce platform, announces 3000 joint customers and a new Shopify App Store listing with an average rating of 4.8 ActiveCampaign, the leader in Customer Experience Automation, announces its listing in the Shopify App Store, which has earned a 4.8 out of 5 rating with 85+ 5-star reviews. This listing demonstrates ActiveCampaign’s commitment to providing ecommerce merchants with a best-in-class customer experience automation platform…

Cogito Appoints Industry Leader as President & Chief Customer Officer

David Sudbey’s three decades in customer experience and voice technology to propel company’s next phase of growth Cogito, a leader in real-time emotional intelligence solutions, announced the appointment of David Sudbey to President and Chief Customer Officer. In this role, Sudbey will be responsible for leading strategy and execution across the complete customer lifecycle – including sales, services, customer success and strategic partnerships. Marketing Technology News: SentryOne Partners with Theta to Deliver…

New Visualizations in Airship Journeys Offer Breakthrough Simplicity to Perfect Cross-Channel Customer Experiences

New capabilities unify all aspects of journey creation, management and optimization, making it fast and easy for marketers to achieve success with cross-channel customer engagement Customer engagement company Airship revealed new Airship Journeys visualizations that make managing in-the-moment cross-channel customer experiences dramatically simpler and more effective for marketers. Now, for the first time, marketers can quickly zero in on underperforming campaigns with high-level views of performance and journey…

ActiveCampaign Expands Its Customer Experience Automation (CXA) Platform to Help Sales Teams Automate Personalized Customer Interactions…

The new functionality gives sales teams a holistic view of customer data, letting them automate repetitive sales processes without losing their personal touch ActiveCampaign, the leader in Customer Experience Automation (CXA), announced its expanded sales functionality, which includes custom and pre-built sales automations, a built-in CRM, and native integrations like Google Sheets and Slack. ActiveCampaign's CXA platform has everything growing companies need to make connections scalable, by automating personalized…

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…

Understanding Your Customers and Prospect During Uncertain Times

Everybody’s dealing with the effects of the COVID-19 outbreak. This public health pandemic is having a critical impact on supply and demand. It’s times like these that marketers need to be even more aware and sensitive to the expectations of their customers and prospects. Shopping for major-life purchases (MLPs)—such as a car, loan, insurance, or degree—involves a lot of research, investigation, and comparison. These are big-ticket items that can often get delayed—or even escalated—during uncertain times. Consumers, who…

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…

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…