Bentley Motors Reimagines the Future of Luxury Mobility Experiences with Salesforce

With Salesforce as a single source of truth, Bentley Motors will deliver more personalized experiences and service to customers across every interaction Salesforce, the global leader in CRM, announced that Bentley Motors, a British luxury automotive company, will deploy Salesforce cloud solutions to give its employees a 360-degree view of customers—connecting Bentley Motors' sales, service, and marketing organizations to deliver a white-glove, personalized experience to customers. Marketing Technology News: Atento’s…

Oracle Helps Communications Industry Drive Better Customer Experiences

Oracle announced a new cloud-based customer experience (CX) management solution for the communications industry. Oracle Digital Experience for Communications is a suite of industry-specific applications that capture and analyze customer-interaction data from front and back-office operations. This helps service providers better understand their customers' unique buying behaviors and preferences so the providers can quickly launch compelling new offers and products, provide better service, and increase sales. "While every…

Qualtrics Unveils Next Wave of Experience Management Innovations that Transform Organizations’ Listening Programs into Systems of…

Introducing capabilities and enhancements to the Qualtrics XM Platform that facilitate taking action with enhanced analytics, data management and governance, and automatic trends and metrics tracker Five purpose-built Qualtrics CustomerXM products empower every team along the customer journey drive greater customer engagement, increase conversion and retention, and improve brand loyalty and perception Qualtrics, the leader in customer experience and creator of the experience management category, announced several…

Ethiopian Airlines Taps AI’s Predictive Power to Personalize Passenger Experiences and Grow Revenue

Leading Airline Improves Sales Conversions by 50%, Gains an All-New Window Into Online Customer Behaviors and Interests With Genesys As passengers scoured Ethiopian Airlines' website to adjust or cancel flight itineraries amidst COVID-19 travel restrictions and bans, its contact center agents knew precisely how and when to intervene. Genesys Predictive Engagement, an application that leverages artificial intelligence (AI) and machine learning, helped the airline use real-time statistics and data to engage passengers in…

Plantt.io Raises $1 Million to Bring Customer Experience Into the 21st Century

Plantt, the Customer Experience Optimization Platform, announced the completion of their seed round in the sum of $1M, led by GoAhead Ventures and angel investors. According to Gartner, by 2022, 70% of customer interactions will involve AI-based technologies. COVID-19 helped speed up the adoption of online support platforms and processes, but many companies are finding it difficult to match the unexpected demand and scale their support organization fast enough, leading to violated SLAs and drops in customer satisfaction.…

S&T Bank Amplifies Digital Innovation to Enhance Customer Experience Through Pandemic Crisis

S&T Bancorp, Inc. (S&T), announces the launch of its new website built in a mobile-first, responsive design with easier navigation. S&T Bank has also introduced a one-of-a-kind digital online sales tool, Merlin. According to the J.D. Power 2020 U.S. Retail Banking Satisfaction Study, "as the COVID-19 pandemic places constraints on in-person retail banking and forces customers to increase reliance on digital service channels, banks are facing an important test." The study highlights that "52% of retail…

Vonage Announces Enhanced Capabilities to the Vonage Contact Center to Transform the Customer and Agent Experience for Businesses

Live chat functionality integrated into Vonage Omnichannel capabilities Enhancements to self-service for secure payments Microsoft Teams direct routing with Vonage Agent Connect Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation, today announced the release of several product enhancements to Vonage Contact Center, that will help businesses to further transform the customer and agent experience to drive more personal connections in an increasingly virtual world.…

Journey Unveils Award-Winning Trusted Identity Platform, Fundamentally Transforming Customer Experience

Journey has designed a completely new approach to solving the digital identity challenge throughout every customer interaction using an innovative network and platform Journey is announcing a new way to verify customer identity and secure digital customer interactions using an award-winning and patent-pending "Zero Knowledge" network-based approach. It is the first and only platform that solves for privacy, security, and customer experience simultaneously, which unlocks huge improvements in customer satisfaction, fraud…

Merkle Launches Performance Marketing Lab to Enable Cross-Channel Experiences through Data, Analytics, and Google Technology

Corresponding white paper and webinar will help brands navigate the Google ecosystem Merkle, a leading technology-enabled, data-driven performance marketing agency, has launched a new Performance Marketing Lab. The Lab comprises a cross-functional team of data scientists, developers, analysts, media experts, and product engineers, who develop proprietary solutions and leverage best-in-class products to help brands ensure their adtech and martech investments deliver greater digital marketing value. The new Lab is led by…

Gerber Partners with 3DLOOK to Offer Unique Digital Customer Experience

Offer the ultimate experience of the end-to-end supply chain remotely Gerber Technology and 3DLOOK, The Body Data Platform are proud to announce their partnership and integration to offer a fully-connected, digital remote supply chain experience. In a retail world in which fit is essential and working remotely due to the COVID-19 situation is the new normal, this partnership will facilitate consumers receiving personalized, high-quality garments by leveraging a fully connected, on-demand workflow. To support demand…

UpContent and Zest Partner to Expand Customer’s Growth Through Content Curation

Leading Personal and Enterprise Platforms, Zest and UpContent, Integrate to Offer the Best of Community and AI-led Content Curation Strategies With over 70 million new articles written each month, and 27 million shared digitally each day (Brandwatch), marketers, influencers and thought leaders need help to cut through the noise and curate quality content. Two companies, Zest and UpContent, each of which have developed leading solutions to address this challenge are partnering to make it even easier for their…

ENGIE Improves Customer Experience with Genesys Cloud

Unifies customer experience across multiple contact centers to improve customer satisfaction ENGIE France BtoC innovates daily to become the global leader in low carbon energy and services. To deliver the efficient, tailored experience its customers need, ENGIE replaced multiple legacy, on-premises technologies with the single, all-in-one solution from Genesys, the global leader in cloud customer experience and contact center solutions. Today, several thousands of customer service representatives in four different…

Episerver Recognized as a Leader for First Time in Gartner Magic Quadrant for Digital Experience Platforms

Episerver Improves Its Positioning on Ability to Execute Axis Compared to Previous Years Episerver™, the customer-centric digital experience company, is recognized as a Leader in the just-published Gartner Magic Quadrant for Digital Experience Platforms™. This recognition marks Episerver's first-time placement in the Leaders quadrant of this independent analyst report. The news comes on the heels of three major Q4 2019 announcements with the acquisition of personalization and analytics company Idio™, the hiring of CEO…

How to Deliver the Experiences the CMO Craves Through the Robust Systems the CIO Needs

In today’s world, connected, consistent and differentiated experiences are born from closely aligned Marketing functions and technology teams. The collaborative relationship between a CMO and a CIO is crucial and has increasingly become a hot topic. Forrester recently stated that a CMO’s collaboration with a CIO is one of the four essential steps for a CMO planning their marketing evolution. While, according to ‘2019 State of the CIO’ research, 55% of CIOs are spending more time learning about customer needs as a way to…

Learn How to Improve Your Customer Experience for a Better ROI

Prudential Financial CXO to Share Insights at Customer Experience Ecosystem: A Frost & Sullivan Executive MindXchange  Melissa Kivett, Chief Customer Experience & Marketing Officer, Individual Solutions Group, Prudential Financial, will be the headliner at Customer Experience Ecosystem: A Frost & Sullivan Executive MindXchange, debuting in New York City on February 25, 2020. Customer experience The new one-day event, Unleash the Power of Organization-Wide Customer…

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,…

OpenText Core Experience Insights Delivers End-to-End Customer Journey Mapping for Data-driven Marketers

OpenText Provides Fresh Insights on Campaign Performance and Customer Sentiment OpenText, a global leader in Enterprise Information Management (EIM), launched OpenText Core Experience Insights, a SaaS application that provides marketing leaders full visibility over their customer's journey – from website interactions to email engagement, social media content and call center performance. Core Experience Insights is being premiered at Forrester CX SF 2019 on October 17-18 in San Francisco. "Modern, insight-driven…

Customer Experience is Field Service’s Biggest Challenge. Here’s What You Can Do About It

Salesforce's recent acquisition of Clicksoftware illuminates an important point: Customer relationships and field service have more in common than some may think. As competition becomes increasingly fierce, building relationships and delivering the best experience for your customers becomes a way to stand out in a crowded field. Technology has enabled a level of process and transaction transparency and convenience that the customer now expects. According to a Getapp survey, more than half of field service businesses…

Pella Redesigns Window Shopping Experience with Launch of Pella Experience Centers

90+ Year-Old Manufacturer Redesigns Its Stores Making Window and Door Shopping Easier, More Personalized and Enjoyable Each year we hear about the increase in online sales, and the talk of the demise of brick-and-mortar stores. But, brick-and-mortar stores aren't going anywhere – if they adapt. And Pella Windows & Doors is adapting. Rather than reducing or eliminating its retail footprint altogether, Pella is redesigning more than 200 of its stores, introducing new Experience Centers across the country over the next…

VvAA Groep B.V to Transform Service Experience and Performance with Vonage’s NewVoiceMedia Solution

Vonage, a global business cloud communications leader, today announced that VvAA Groep B.V has selected its NewVoiceMedia (NVM) contact center solution to boost its members' customer experience. VvAA Groep B.V is a member organization and a leading insurance provider for healthcare professionals and institutions in the Netherlands. The group's main objective was to provide a state-of-the-art experience for its members and customers, while strengthening its performance, operational efficiencies and team productivity.…