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Heart of the Customer and Usermind Partner to Accelerate CX Innovation for Enterprises

Helping Organizations Drive Measurable Results Across the Full Customer Life Cycle Heart of the Customer (HoC), one of the nation's leading journey mapping consultancies, and Usermind, a pioneer in Experience Orchestration (XO), announced a strategic partnership that will revolutionize how businesses map, orchestrate, and optimize their customer journeys. The demand for ROI on experience-focused initiatives is higher than ever before, and Forrester predicts one in four customer experience (CX) professionals will lose…

Braze Launches Machine Learning-Powered Predictive Suite to Bolster Cross-Channel Capabilities and Boost Customer Loyalty

Customer Engagement Platform Also Announces Updates to AI-Powered Intelligence Suite, New Tools and Three New Partnerships Braze, the comprehensive customer engagement platform, announced new features and product expansions to bolster cross-channel capabilities, increase retention and amplify customer loyalty. These include updates to Braze's automated decision making Intelligence Suite as well the introduction of Braze Predictive Suite, a new lineup of tools which will help brands increase retention using machine…

Factual Launches Data Enrichment for Brands to Enhance and Amplify Customer Data

Enrich first-party data assets with high-quality location data to derive deeper customer insights and make more informed decisions Factual, the location data platform, announced Data Enrichment, a new product that allows businesses to enrich first-party customer data with Factual’s high quality, real-world visitation data in order to better understand and engage their customers. With Data Enrichment, CMOs and other marketing decision makers can uncover deeper customer insights, enabling them to improve audience modeling…

Ada Transforming Customer Service Industry with Disruptive Automation-First Strategy

Transforming Customer Service from Cost Center to Profit Center Leads to Triple Digit Revenue Growth; Positions Company for Explosive 2020 Ada, the market leader for Automated Customer Experience (ACX), is disrupting the customer service sector with a fundamentally new approach that brings an automation first strategy to drive cost savings and improved CSAT. Ada replicates manual behavior with machine learning freeing up expensive agents to pursue more meaningful, urgent tasks on behalf of customers. With Ada’s…

ExecVision Launches Smart Alerts, AI-Powered Notifications that Auto-Surface Coachable Moments in Customer Conversations

Provides Managers Critical Insights to Make Better Decisions & Drive Performance Improvements ExecVision, the only conversation intelligence platform that helps organizations close the Insights-to-Performance Gap, announced the release of Smart Alerts, automatic notifications that alert users to coachable moments in customer-facing conversations. This new capability brings unparalleled visibility into rep performance, allowing managers to understand their team's behavior trends and implement initiatives to mitigate…

Medallia Announces Powerful Retail Customer Experience Capabilities at NRF 2020

Medallia, Inc., the global leader in experience management, announced three new innovative capabilities at NRF 2020, arming retailers with powerful insights to create world-class customer experiences. Rival Intelligence for Medallia Social An innovative capability in Medallia Social, Social Rival Intelligence, helps retailers and other location-based businesses understand what customers are experiencing and sharing about the competition on review sites such as Google and TripAdvisor. New self-service capabilities empower…

Samsung Showcases Innovative Retail Solutions to Reinvent the Customer Experience at NRF 2020

Samsung Continues to Transform the Shopping Experience for Brick-and-Mortar Retailers with Display, Mobile and Behavior-Sensing Solutions At this year’s National Retail Federation (NRF): Retail’s Big Show, Samsung Electronics America, Inc. is featuring its latest retail innovations to help brick-and-mortar retailers reinvent the in-store experience for customers. Powered by its latest display solutions, mobile devices, and behavior-sensing technologies, Samsung along with partners, are spotlighting solutions that provide…

First-of-its-kind, maaiiConnect Spearheads the Next Generation of Customer Support

The Digital Convergence Platform Seamlessly Integrates Crystal-Clear Voice + Video, Smart Messaging, and Customer Identity Products With Back-End Systems to Mobilise an Unrivalled Communications and Customer Support Experience Leading global telecommunications solutions provider M800 announced the soft launch of its digital convergence platform maaiiConnect. The pioneering product is set to revolutionise B2C and B2B communications by integrating telecom and digital communication channels onto a single interface to…

Retailers Find Future Top Customers with Data Science from Oracle

First-party data, enriched with one of the world's largest data marketplaces, helps retailers identify prospective customers who share similar tastes to best existing buyers Oracle is helping retailers find their top future customers using data science. A new offering from Oracle Retail, Consumer Insights aids retailers in understanding the characteristics of their best customers then extends those traits to find similar potential customers among the petabytes of third-party consumer data in Oracle Data Cloud. This enables…

How Technology is Giving Customers Their Power Back

When it comes to emerging technology, most consumers are often quite fearful of this kind of change. Many are concerned that automation will eliminate thousands of jobs in the near future. Others fear that their private data can be bought and sold, putting them in danger or removing any sense of privacy from the internet. A great deal of consumers are also incredibly skeptical of Machine Learning, Big Data, and Artificial Intelligence specifically. Only 35% of customers state that they are comfortable interacting with…

Six Trends Transforming Customer Experience in 2020

Customer behaviors and expectations evolve quickly. To differentiate themselves, companies have to continuously adapt their strategy. The need to provide outstanding customer service has never been greater than now - customers used more digital channels than ever before and expect seamless journeys through their transactions, even when switching between those channels. So, how do you stay ahead of the competition in 2020? What are the new expectations of customers? Here is our take on the essential trends to consider in…

Verto Analytics Expands in Location and POI Data Enrichment with a Single-Source Behavioral Panel, Selects Unacast’s Turbine Location Engine

Verto Analytics launches new research solutions to help understand the overlay of online usage and offline foot traffic with a panel-based measurement solution - Unacast will process Verto’s 1st-party location data to improve Verto’s data enrichment Unacast, an award-winning and industry-leading location data and strategic insights company, is pleased to announce a new partnership with Verto Analytics, a premier market research and behavioral research platform. Verto Analytics will use Turbine, Unacast’s Platform as a…

Social Media Sentiment Analysis: Analyzing Customer Perceptions to Develop New Products & Optimize Marketing Strategies

Get in touch with Quantzig’s analytics experts for comprehensive insights Quantzig, a global data analytics and advisory firm that delivers actionable analytics solutions to resolve complex business problems, has announced the completion of its recent engagement that throws light on how social media sentiment analysis helped an electronic device manufacturer transform social media data into actionable insights. Social media #sentimentanalysis is an analytical approach that focuses on leveraging natural language…

5 Travel and Luxury Brands that Use Technology for Customer Experience

Customer Experience is the crux of any business’s functioning. With the advent of technology, there are many new solutions to the age-old problems that are being easily resolved. Customer experience might have its importance in every industry on a varying level, but for luxury and travel brands, it is always the top priority. Luxury and travel brands are hence, obliged to use customer feedback software to meticulously analyze the customer data, and work on it to improve customer experience (CX). The usage of various CX…

Atento Wins the 2019 Customer Experience Banking Report Award in Brazil

The company won this award with a case developed in partnership with Stelo, Cielo's payment solutions company Atento S.A., the leading provider of customer relationship management and business process outsourcing services (CRM/BPO) in Latin America, and one of the top five providers worldwide, won the 2019 Banking Report Award in the Customer Experience category in Brazil, with a case developed in partnership with Stelo, Cielo's payment solutions company. Dimitrius de Oliveira, Atento Brazil Regional Director, said,…

How Marketing Automation and AI Are Transforming Customer Journey Stages

Automation and Artificial Intelligence are two quick solutions to a major 2019 Marketing issue: lack of speed. This goes beyond website load speeds which should have become a norm by now. A lagging transition to Marketing Automation and AI is what keeps marketers from reaching Netflix or Amazon-like personalization at scale. Those eCommerce websites that shapeshift according to each visitor’s preferences are going to win at Digital Marketing in 2020. But what does that mean? Each touchpoint has to adapt to visitors’…

MoEngage is the Highest Overall Rated Vendor in the 2019 Gartner “Voice of the Customer” Report for Mobile Marketing Platforms

MoEngage Also the Top-Rated Vendor for Service, Support, Evaluation, and Contracting. 90% of Reviewers Say They Are Willing to Recommend MoEngage to Others MoEngage, an intelligent customer engagement platform, announced that it has received the highest overall ratings in the 2019 Gartner Voice of the Customer for Mobile Marketing Platforms Report. On a scale of 1 to 5, the company has received the highest overall rating of 4.6, among all the vendors featured in the report. The company has also received the highest…

How to Use Data to Drive Customer Propensity

Propensity – that is, a natural inclination or tendency – is a term that’s used frequently in Marketing, but not much anywhere else. Customers are a jumpy lot: a recent survey from the DMA found that 61% of customers had switched at least one brand in the last 12 months, so it’s no wonder that marketers and brands want to know what their customers will do next and when. Do they have a propensity to purchase or donate again or to lapse or go elsewhere? To try and predict these answers, propensity models attempt to anticipate…

Understanding Customer Data Platforms

Customer Data Platforms help in broadening unified systems and accelerating purchase A Customer Relationship Management (CRM) and Data Management Platform (DMP) are the most powerful technologies in any modern marketer's tech stack. In 2017, statistics revealed that marketing technologies have advanced mostly around data management and customer data analytics. Insights from business data are now offered as an amalgamation of a CRM and a DMP that blend into a Customer Data Platform (CDP). What is a CDP?  The CDP…

Deloitte Launches Lift Acceleration Program Focused on Helping Businesses Improve Customer Acquisition, Growth and Profitability

Deloitte Digital builds on Adobe Experience Platform and Adobe Experience Cloud to empower companies with a single, real-time view of the customer Deloitte Digital launched a first-of-its-kind joint global strategic program, created to bring together customer and audience data in real-time, activate smart customer decisions and deliver personalized moments across a customer's experience with an organization. Lift Acceleration Program combines the power of Hux by Deloitte Digital with Adobe Experience Platform and Adobe…