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Survey Finds Retail and CPG Companies Prioritize Customer Behavior Analysis to Guide Strategy, but Few Understand How to Use It

With unexpected changes in consumer behavior and a “new normal” buying landscape, using data to drive strategic business decisions is more important than ever Four out of five retail and consumer packaged goods (CPG) companies say that customer behavior analytics is a strong priority for their brand today, indicating that it will continue to grow in importance. Yet, most are failing to use it effectively. Organizations have been experimenting with advanced analytics, but now, as erratic buying behaviors are expected to…

PDI Releases New C-Store Shopper Report on Customer Behaviors Crucial to Loyalty Program Success

PDI, a global company with leading enterprise software solutions serving the convenience retail, petroleum wholesale and logistics industries, has released a report that provides insights into c-store shoppers’ behaviors toward loyalty programs and recommends actionable strategies on how c-stores can improve their programs to attract new members and increase foot traffic. “Having a loyalty program is not enough in today’s competitive market. What’s crucial is the program’s ability to keep existing customers returning and…

Jornaya Launches Integrations Hub for “Push Button” Access to Activation of Customer Behaviors

Jornaya, the data intelligence platform that connects major-life purchase marketers with previously inaccessible customer journey behaviors, announced the launch of the Jornaya Integrations Hub. The Integrations Hub gives marketers the ability to automate daily access to Jornaya's data directly within their CRM, CDP, ESP, dialer, or any marketing execution platform desired. It is now easy to quickly activate and optimize campaigns using this data, without the need for technical resource investment. "We're on a mission…

Zaius Adds New Dimension to Customer Behavior Analytics Using Predictive Intelligence

Zaius, Recently Named 'Best CRM', Is Used by Global Brands to Connect Customer Data, Analyze for Targetted Segmentation, and Orchestrate Customer Interactions Zaius, the architect of Assisted Marketing, unveiled Zam, the data science-powered marketing assistant that supercharges the award-winning Zaius customer relationship management (CRM) platform. Zaius is the only CRM to provide the visibility of a Customer Data Platform, the cross-channel campaign functionality of a next-gen Email Service Provider, and the…

Retailers Tailoring Emails to Customer Behaviors and Product Insights See Increased Sales, Says Bluecore’s New Retail Email Benchmark…

2018 Retail Email Benchmark Report by Bluecore, Establishes Guidelines for Assessing the Performance of Retail Email Campaigns Based on Insights from Over 350 Million Emails Bluecore an AI-driven retail marketing platform that brings together websites, customers and live product insights to match customers with the products they love, released its 2018 Retail Email Benchmark Report. The report, which is based on proprietary insights isolated from a sample set of more than 350 million emails aggregated across more than 400…

How Marketers Can Use Customer Behavior to Drive Revenue

In the past, marketers could get away with segmenting customers using primarily demographic and firmographic traits such as age, gender, income, ethnicity, occupation, industry, company size, geographic location, etc. But in today’s customer-centric world, understanding your customers based on demographics isn’t enough. As Netflix’s VP of Product Innovation, Todd Yellin, said: “It really doesn’t matter if you are a 60-year-old woman or a 20-year-old man because a 20-year-old man can watch ‘Say Yes To The Dress’ and a…

Marchex Partners with Facebook, Launches Omnichannel Analytics Cloud for Industry-First Complete View of Customer Behavior

Marchex, a mobile advertising analytics company, today announced a partnership with Facebook that will integrate across their social analytics solution and into an industry-leading analytics platform, Marchex Omnichannel Analytics Cloud. This integrated technology platform now enables marketers to quickly optimize their marketing spend across all paid media channels based on actionable insight into which channel drove offline interaction by consumers to a brand. A recent study by BIA/Kelsey suggests that phone calls to…

VoiceBase Helps Avantive Solutions Build Stronger Brands and Improve Customer Experience by Better Understanding Customer and Agent Behavior

Advanced speech analytics platform powers top agent modeling for work-at-home agents to increase campaign performance and revenue VoiceBase, the leading AI-driven voice analytics company, today announced that it has partnered with Avantive Solutions’ global contact center business, to help their clients automatically identify overall agent performance to increase the effectiveness of sales and retention campaigns while providing the best customer experience. “Being able to pinpoint the exact timing and specific verbiage…

Behavioral Signals Partners with Neuraswitch to Advance Customer Experience Analysis Solution

Neuraswitch to leverage Behavioral Signals’ Emotion AI Solution, OliverAPI Behavioral Signals, a Los Angeles-based software company and leading provider in emotion artificial intelligence for speech recognition technology, announces its partnership with Neuraswitch to offer emotion and behavioral call summaries as part of their Customer Experience Analysis Solution. The solution will leverage Behavioral Signals’ OliverAPI and its multitude of metrics to provide an account of both the customers and the CSR/Agent’s emotional…

Neuro-ID Introduces Groundbreaking Source of Real-Time Behavioral Intelligence to Predict Customer Outcomes and Enhance the Digital CX

First-Of-Its-Kind Data Provides a New Dimension of Customer Insight Based on Neuroscience and Advanced Behavioral Analytics Neuro-ID, a leading behavioral analytics provider, introduced next-generation customer intelligence with the launch of its NOW Data suite of services. Through a powerful combination of technology, neuroscience, and prescriptive analytics, Neuro-ID’s NOW Data empowers brands to discover and act on valuable behavioral data in real-time in order to significantly enhance and customize the digital…

Avaya Customer Happiness Index and Behavior Pattern Analytics is Named a 2018 Gold Edison Award Winner

Awards Celebrate 31 Years of Honoring Innovators and Innovation  The Avaya Happiness Index on Blockchain, which securely collects and automatically analyzes customer interaction data from multiple sources across all channels in real time, was voted a Gold Winner for innovation at the April 11th event at The Capitale in New York City. Ahmed Helmy, Director, Advanced Solution Architect International Market (EMEA-APAC), Avaya, joined hundreds of senior executives from some of the world's most recognized companies to…

Lytics View Provides Marketers Important Customer Insights and Recommended Actions

Lytics View combines the right data + the right data science to shorten time to value for marketers using Lytics’ CDP technology Lytics, the customer data platform (CDP) built for marketing teams, improves your business performance by connecting the right data to Lytics’ powerful AI engine. The company announced the launch of its new product, Lytics View. Lytics View accelerates the time to value of the Lytics Customer Data Platform through a streamlined onboarding process resulting in marketer’s having access to…

New Optimal IdM Logo Testifies To Growth and Customer Service Commitment

New logo represents the Optimal IdM customer commitment to remain innovative and nimble through technology development and value-added partnership growth Optimal IdM, a leading provider of Identity and Access Management (IAM) solutions, has unveiled a new logo designed to reflect the company’s growth, strengths and rich heritage. “Over the past nineteen years, we have seen the Identity and Access Management (IAM) space evolve into four key business areas: authorization, assurance administration, and analytics,” said Larry…

Payfone’s $100 Million Funding: Customer Identification Software Matches Steps with New Omnichannel CX Benchmarks

Payfone Declares Latest Investment Will Accelerate Privacy-First Customer Identification Management Platform with Strategic Acquisitions Phone intelligence is undergoing a massive transformation as brands and omnichannel marketing platforms aim to deliver a smooth parallel customer experience. The Customer Experience goals can’t be fully verified without authenticating the user identity and thus prevent fraud. Therefore, CX is complete only when integrated alongside identity verification and authentication analytics…

True Influence Identifies B2B Industry Intent Trends During COVID-19, Helping B2B Sales and Marketing Find Their Next Customer

Identifying the industries and buying groups that are in market is crucial to helping companies get back to business by keeping campaigns targeted and running smoothly during a crisis True Influence, the technology leader of intent-based marketing, sales and demand generation solutions, announced that its helping B2B organizations get back to business by utilizing its True Influence Marketing Cloud™ to allow marketers to identify insights and trends in vertical markets, the individual buyers, and buying groups. Focusing…

Fifty-Four Percent of Consumers Open Product-Oriented Email When Clear Customer Action is Included

SparkPost, the world's largest email delivery and analytics engine that delivers nearly 40 percent of the world's email, today published the results of a consumer survey co-developed with leading global survey software company SurveyMonkey. The survey captures how retail consumers feel about marketing communications from their favorite retail brands – what marketing activity promotes consumer engagement and digital purchases, and what brands are doing that drive consumers away. The survey analyzed data from 1,124 consumer…

Mastercard Powers Faster, Seamless Online Shopping Experiences for Amazon Customers

Merchants across the globe increasingly adopt tokenization, eliminating the need to manually update card credentials and increasing peace of mind at checkout More and more consumers are going online to purchase everything from groceries and food delivery to home improvement goods, apparel and entertainment; as they do, merchants are focused on providing an increasingly seamless experience. Today, Mastercard announced that Amazon customers in 12 countries across North America, Latin America, Middle East and Europe will…

Decooda’s CX Workout Software Ranked as a Leader in Customer Journey Mapping Platforms Evaluation

CX Workout achieves top scores in Journey Testing and Optimization (tied), and Planned Enhancements criterion, highest scores possible in Client experience, and Usability criteria Decooda International was among the select companies that Forrester invited to participate in its report: The Forrester Wave™: Journey Mapping Platforms, Q2 2020. In this evaluation, Decooda's top scores were in Journey Testing and Optimization (tied), User Research, Planned Enhancements and Services, Client experience, and Usability.…

New Verint Research Shows Which Banks Deliver on Customer Experience During Pandemic

Digital and Online Banks Lead the Verint Experience Index, Earning Top CSAT and NPS Scores, in the Midst of Physical Distancing, Financial Upheaval Consumer banking behaviors have changed radically as a result of the COVID-19 pandemic. The findings of new research announced by Verint Systems Inc., The Customer Engagement Company, show which banks have maintained and even improved customer satisfaction during a time of market disruption. Marketing Technology News: Leading Contextual Advertising Company Media.net Joins IAB…

Forrester’s US 2020 Customer Experience Index Reveals CX Quality Improved Dramatically Over The Past Year

27% Of Brands And Nine Industries Achieved Significantly Higher Scores; CX Differentiation Is The Key To Post-Pandemic Success According to Forrester's US 2020 Customer Experience Index (CX Index™) rankings, 27% of brands improved their CX Index scores over the past year, a significant jump compared to previous years marked by minimal gains. Factors contributing to the increase in scores this year include CX professionals prioritizing high-impact projects, securing executive buy-in, evangelizing CX projects across the…