Use Data and Customer Experience to Make Your B2B Brand a Hit

All great brands have one thing in common: By reducing friction, they increase their customer’s velocity. And this is as true for B2B brands as it is for consumer brands. By now most B2B marketers recognize the importance of data. However, just collecting data is not enough. What’s important is using that data to understand and capitalize on users’ intent in a manner that galvanizes them to take action — that increases their velocity. The goal for B2B marketers should be to understand (a) where their data comes from; (b)…

Vonage Conversation API to Drive Superior Customer Experience Through Conversations

Vonage, a global leader in business cloud communications, has announced the launch of its Conversation API at the Company’s user and developer conference, Vonage Campus. As the newest addition to the Vonage API Platform, the Conversation API enables developers and enterprises to create customised, real-time conversations that maintain context across multiple channels, including messaging and voice. “Brands are increasingly competing on customer experience and those that resonate the most with today’s customer are those that…

iperceptions Announces iper.loop, an Evolution in its Customer Experience Management Capabilities

Where Closed-Loop Feedback Meets Journey Analytics, Iper.Loop Empowers Brands to Detect, Visualize and Address Bad Customer Experiences When It Matters Most iperceptions, a global leader in Customer Experience Management (CEM) solutions, announced the public release of iper.loop, helping brands close the feedback loop with customers in real-time and pinpoint where in the customer journey their customers experience the most friction. iper.loop represents a natural evolution for iperceptions’ Customer Experience Management…

Seamless Personalization Beyond the Web: Practical Tips for Creating Contextual Cross-Channel Customer Experiences

The typical customer journey unfolds across multiple channels. Customers visit your website, receive and read your emails, and interact with your brand on social channels. Customers also visit third-party sites as part of their journey, where they may see ads from your brand. And that just covers the online portions of the customer journey. Customers may also call you on the phone, visit your store, or interact with you an event. How do you manage all these interactions and begin to seamlessly connect them as part of the…

Subaru Selects MaritzCX Customer Experience Platform to Accelerate Its Program Delivery and ROI

Four Solutions Evaluated, MaritzCX Automotive Experience and Experience Management Platform Features Earn Highest Scores Across Every Category Following a competitive internal review and third-party evaluation, the MaritzCX Platform defeated four challenger solutions to become Subaru Canada’s experience management solution. It replaces the customer experience (CX) program Subaru Canada had used for more than a decade. The experience management platform met all the criteria on Subaru Canada’s “shopping list”: category…

New Software AG and Adobe Offering to Deliver Improved Customer Experience, Bolstering Sales and Marketing Campaigns

webMethods.io, from Software AG, Delivers to Businesses that use SAP Service Cloud solution and SAP Sales Cloud solution a Previously Unavailable Integration with Marketo Engage, Part of Adobe Marketing Cloud Software AG launched a certified connector for Adobe’s Marketo Engage platform. This connector integrates a user’s SAP Service Cloud solution or SAP Sales Cloud solution implementation with Marketo Engage, establishing a direct connection between customer data and Adobe’s customer experience management (CXM) tools.…

Sidetrade AI Sales & Marketing Launched on Salesforce AppExchange; Aimee AI Now Available to Martech Customers

Today, AI-driven customer acquisition platform Sidetrade launched Sidetrade AI Sales & Marketing on Salesforce AppExchange. The new launch will empower all marketing and sales teams ability to harness the power of Aimie, Sidetrade’s AI. Aimee AI has demonstrated its value in the martech ecosystem, delivering 57% boost in productivity through automated recommendations to customers. In its current role, Aimie combs the CRM data within Salesforce and cross-references it with external data on the target company, and with…

CloudHedge Accelerates Enterprise Journey to Cloud by Modernizing Their Legacy Windows Applications to AWS EKS

AWS EKS Windows Container Support Made Generally Available Amazon Web Services (AWS) announced the general availability of Windows Container Support on AWS Elastic Kubernetes Service, known as EKS. With this update from AWS, CloudHedge’s enterprise clients who want to modernize their Windows applications to the cloud can now seamlessly deploy them on EKS clusters running Windows Containers out of the box. Previously, out of the box support for managed K8s was not available by AWS, moreover, EKS Windows support was also in…

How AI and Data Analytics Improves Your Customer Experience

With nearly half of consumers reporting they would pay a higher price for a product in exchange for better customer experience (CX), there’s no understating the importance of driving loyalty through CX. With technology such as loyalty cards, chatbots, etc., brands have more data available about the customer journey than ever before. However, for many brands, this massive trove of information may be overwhelming, begging the question: How do I use this data to improve CX and meet customer needs? By merging Data Analytics…

Teradata Unifies IT, Marketing, and Customer Intelligence into Single CDP; Launches Vantage CX

Teradata Pushes the CDP Ecosystem with New ML-based Martech Offerings — Vantage Customer Experience and Vantage Analyst Global provider of Cloud and RDBMS solutions, Teradata has leaped into the vastly disruptive ecosystem of Marketing Technologies. This week, the Cloud analytics company announced the commercial availability of a new customer data platform (CDP) and advanced analytics for the business analysts. The new CDP offerings include Vantage Customer Experience and Vantage Analyst. Known for delivering Pervasive…

Banggood’s Regional Website Optimizations Improves Local Users’ e-Commerce Journey

Banggood, a leading Chinese retailer that focuses on B2C cross-border export e-Commerce, has announced the website optimizations for its five regional sites that service users in Russia, the Middle East, India, Japan and Brazil. These updates offer an improved e-Commerce journey while also tailoring the user experience to better complement local market needs and consumer purchase behavior. The regional website upgrades include search optimization on the platform, as well as custom-built improvements targeted to the…

Software Company Agillic Is Entering the DACH Region with a Native Customer Marketing Platform to Help Brands Act on Insight Through a…

“Make it all about me!” This is the craving brands must satisfy as they engage with customers. Today, personalisation and relevance are chief value drivers in marketing. However, with a continually increasing volume of customer data, tools to make that data actionable are a necessity. Marketing software company Agillic provides a native customer marketing platform that enables companies to orchestrate and execute highly personalised communication across channels. In August 2019, the company entered DACH and is now out to…

Contentsquare’s New Analytics Platform Pinpoints Negative Customer Experiences

New Platform Empowers Digital Teams to Troubleshoot Issues Fast and Innovate More Experience analytics leader Contentsquare launches a major release of the most complete experience analytics platform on the market, helping brands to innovate based on customer behavior across digital channels. Contentsquare now gives brands the ability to surface and quantify revenue-generating recommendations for experience improvements using artificial intelligence. Contentsquare customers can use these recommendations to…

TechBytes with Ryan Lester, Senior Director of Customer Engagement Technologies at LogMeIn

Tell us about your role and the team/technology you handle at LogMeIn. I am the Senior Director of Customer Engagement Technologies at LogMeIn. This role gives me the opportunity to work on both our Bold360 Product strategy and roadmap while improving the experiences we deliver to our current, and potential future, customers each day. I have the unique advantage of working every day on delivering a better CX while also working closely with our product team to build solutions that help our customers create a differentiated…

Blueshift’s Latest Release Integrates Next-Generation Mobile App Engagement Into Multi-Channel Journeys

Marketers Can Now Integrate Highly Personalized Mobile In-App Engagement Into a Customer's Cross-Channel Journey With Their Brand, Leveraging All the Predictive Capabilities of Blueshift Blueshift, the leading Customer Data Activation Platform, announced its latest in a string of innovations built for marketers by marketers: native in-app messages as an additional channel within its multi-channel campaign builder, and a next-generation message creation studio. The latter comes complete with a library of pre-built…

Three Ways to Jump-Start Your Customer Experience with AI

Customer experience has become a boardroom conversation as every interaction with a brand impacts how a customer thinks about the company, its products, and services. Successful businesses understand that providing an exceptional customer experience is a crucial competitive differentiator. Nowadays, great customer service isn’t only about quickly fixing issues when they arise, but about putting the customer first and supporting them at every point in their journey. Modern technologies, including AI-powered software,…

MarTech Interview with Tom Keiser (Chief Operating Officer) and Elisabeth Zornes (Chief Customer Officer) at Zendesk

"In the APAC region, Zendesk's top customer wins include GroupOn, StashAway, Circles.Life, Grab, Ola, and FoodPanda to name a few."After attending the Zendesk Showcase at the Raffles Hotel, Singapore, I had the privilege of sitting down with Tom Keiser, Chief Operating Officer and Elisabeth Zornes, Chief Customer Officer, at their swanky, new Singapore office, which embodies their commitment of bringing Zen to the customer experience industry. Tell us about your role at Zendesk. Tom: I joined Zendesk three-and-a-half years…

Talkdesk Zoom Integration Creates Customer-Centric Contact Centers

Zoom Integration Through Talkdesk Enterprise Cloud Contact Center Brings Organizational Unity and Fosters Seamless, Cross-Department Collaboration Talkdesk, Inc., the cloud contact center for innovative enterprises, is enabling contact centers to be more customer-centric with Talkdesk Zoom integration. This contact center software integration expands the pool of available employees to include departments and expertise outside of the traditional contact center, offering precise support matching for each customer’s…

Data Remains Critical Barrier to B2B Customer Experience According to Annual Dun & Bradstreet Report

One in three marketers cites activating data as biggest hurdle Dun & Bradstreet released its fifth annual Data-Driven Marketing and Advertising Outlook, which shows a strong focus on customer experience (CX) and personalized marketing approaches, as B2B businesses try to keep pace with B2C practices. The study confirms that, though B2B Marketers overwhelmingly think they should be as focused on the customer experience as their B2C counterparts (88%), a quarter of respondents feel they are still lagging behind their…

Total Economic Impact Study for Qualtrics CustomerXM Shows Over 630 Percent Return on Investment over Three Years

Conducted by an Independent Consulting Firm, the Study Demonstrates How CustomerXM Enabled Organizations to Generate Bottom Line Business Outcomes Qualtrics, the leader in customer experience and creator of the experience management category, released its Total Economic Impact study, conducted by Forrester Consulting, quantifying the benefits and returns of Qualtrics CustomerXM. The study concluded that a composite organization based on interviewed Qualtrics customers saw a return on investment of 633 percent over three…