Avaya Taps Nuance to Deliver New, Easy-to-Navigate Conversational Interfaces for AI-Enhanced Customer Experience

Extends Collaboration with Avaya A.I.Connect Partner Avaya Holdings Corp., a global leader in solutions to enhance and simplify communications and collaboration, announced the availability of new self-service automation capabilities with simple, easy to navigate conversational interfaces integrated in its Avaya IX Contact Center solutions. This leap forward in customer experience is a result of Avaya’s ongoing integration of AI capabilities with Nuance Communications, a leading provider of Conversational AI technology and…

How Adobe is Fighting the Customer Experience Fatigue Using Marketing Technology

Take the MarTech Fitness Drill! Well, Adobe, Through Its Recent Announcements at the Adobe Summit 2019, Has Exemplified Why the MarTech Fitness Drill Is Key to Customer Experience and Success Strategies At the ongoing Adobe Summit, the leading Analytics and Customer Experience technology provider announced key updates to its offerings and services. These announcements are largely focused on accelerating the adoption and scaling of Customer Experience initiatives that have been long-pending due to lack of insights, data…

Betsson Group Bets on Ada as its Official Automated Customer Experience Partner

Betsson Group Strengthens Its Award-Winning Customer Service with Ada’s Instant, Multilingual Support Betsson Group, a global leader in online gambling, officially announced its partnership with Ada, the market leader in automated customer experience (ACX). Using Ada’s AI-powered platform, Betsson Group has built and launched three chatbots that speak eight languages to provide its 600,000+ active customers with 24/7 engagement across the brand’s top websites including Betsson, Betsafe and NordicBet. This investment…

RedPoint Global and Harris Poll Survey Exposes Gap Between Consumer and Marketer Expectations for Customer Experience

Research Reveals Major Gaps in Engaging Customers in a Relevant, Timely, and Consistent Fashion Across All Interaction Touchpoints RedPoint Global, a top provider of customer data platform and customer engagement technologies, announced a new research report examining the gap between marketer and consumer expectations surrounding customer experience (CX). Conducted by The Harris Poll and commissioned by RedPoint Global, the survey of more than 3,000 consumers and 450 senior marketers in the US, UK, and Canada reveals…

Genesys Returns to Toronto for 7th Annual Tech and Customer Experience Summit

Join Innovative Industry Leaders to Discuss the Impact of Artificial Intelligence on the Rapidly Evolving Future of the Customer Journey Genesys, the global leader in omnichannel customer experience and contact center solutions, invites Greater Toronto Area tech enthusiasts, students, developers, product managers, UI/UX designers and customer experience experts to attend the seventh annual Toronto Tech Summit. Taking place Friday, May 24, the event brings together Canada's most forward-thinking leaders to discuss the…

McDonald’s to Acquire Dynamic Yield, Will Use Decision Technology to Increase Personalization and Improve Customer Experience

McDonald’s Corporation (MCD) and Dynamic Yield Ltd. announced an agreement by which McDonald’s will acquire Dynamic Yield, a leader in personalization and decision logic technology. With this acquisition of Dynamic Yield, based in New York and Tel Aviv, McDonald’s builds on its significant technology investments for growth. McDonald’s will utilize this decision technology to provide an even more personalized customer experience by varying outdoor digital Drive Thru menu displays to show food based on time of day, weather,…

Mize Brings Merged Reality to Connected Customer Experience

Mize Partners with Help Lightning to Deliver Integrated Virtual Interactive Telepresence to Enhance Customer Experience During Service Interactions Mize, a leading provider of Connected Customer Experience Platform and service lifecycle management software announced that the company has partnered with Help Lightning, a Merged Reality solution provider. Mize customers will now be able to access the integrated Virtual Interactive Presence capability to enhance field service and technical support. As part of the…

Upshot.ai Achieves AWS Digital Customer Experience Competency Status

Upshot.ai, the 'Comprehensive Customer Engagement Cloud,' announced that it has achieved Amazon Web Services (AWS) Digital Customer Experience Competency status. This designation recognizes that Upshot.ai provides proven technology and deep expertise to help enterprises looking to improve digital customer experience. Upshot.ai provides end-to-end solutions for all phases of the digital customer acquisition and retention life cycle. This includes content management and marketing automation, prospect engagement, effective and…

Oracle Applauds Creators of Legendary Customer Experiences

Annual 2019 Markie Awards Honor the Movers, Shakers, and Experience Makers Across Marketing, Commerce, Sales and Service To celebrate the creators of truly great experiences across the entire customer journey, Oracle announced the winners of the Markie Awards. The awards showcase Oracle Customer Experience (CX) Cloud customers who have delivered standout customer experiences across marketing, sales, service and commerce. This year's winners include Bonnier News, Samsung Business, Things Remembered, Movember Foundation and…

Selligent and Servion Global Solutions Announce Partnership to Redefine Real-Time Omnichannel Customer Experiences

Collaboration Powers Connected Store Experience Pilot for Leading UK Grocery Retailer Global B2C marketing automation company, Selligent Marketing Cloud (Selligent) and leading specialist in Customer Experience Management (CEM) Servion Global Solutions (Servion), announced a strategic partnership that brings real-time omnichannel customer experiences to consumers around the world. The partnership leads the way in meeting the modern demands of B2C companies for integrated solutions across marketing, sales and support –…

It’s Time to Rethink the Customer Experience: Oracle CX Cloud Updates

Change is accelerating. Expectations are skyrocketing. Nothing is predictable. The clock is ticking. The one truly finite resource is slipping through our fingers. But what if Father Time was on our side? What if we had the time to stop and think about what’s truly possible? What if we had the time to make every single customer interaction really matter? And what if we could give time back to our prospects and customers? I ask because CX is a race against time. It’s no longer about cutting cost or revenue acceleration;…

Calabrio Releases Its Latest Analytics-Fueled Customer Experience Intelligence Suite

Transformational Redesign and Embedded Analytics Puts AI-Driven Insights and Unique KPIs at the Fingertips of Users Calabrio, the customer experience intelligence company, introduced a new version of its Calabrio ONE suite at Enterprise Connect in Orlando, Florida. Calabrio ONE version 11 reimagines the workforce optimization (WFO) user experience, allowing business users of all backgrounds to intuitively consume and act upon data with less effort and more precision by embedding analytics and business-driven visual…

Oracle Expands Slack Partnership with Customer Experience Integrations

New Integrations Are the First to Leverage Slack’s API Toolkit Within Sales and Service Applications Oracle announced new integrations with Slack to help sales and customer service professionals improve collaboration and increase productivity. The new integrations between Slack and Oracle Customer Experience (CX) Cloud leverage Slack’s platform features to build and support integrations in sales and service applications. The Slack integration with Oracle CX Cloud helps sales leaders to close deals faster by…

Lionbridge to Showcase AI-Powered Marketing Cloud Integration at Oracle’s Modern Customer Experience Conference

Lionbridge, the world's most trusted global communications platform, will showcase its latest advances in AI-powered language services at Oracle's Modern Customer Experience conference (MCX) from March 19-21 in Las Vegas. Delivering relevant, resonant content has never been more important: More than half of today's buyers are more likely to switch brands when they don't receive personalized communications, and 72 percent are more likely to buy a product when receiving information in their preferred language. Lionbridge…

NICE Robotic Process Automation Announces Partnership with CallVU to Drive Seamless End-to-End Customer Experience

Collaboration Delivers Visual Engagement in the Front End with Intelligent Automation of Back End Processes, Accelerating Time to Value by Rapidly Improving Service Quality and Back-Office Efficiencies NICE announced a partnership between NICE Robotic Process Automation (RPA) and CallVU to offer visually enriched IVR (Interactive Voice Response) and digital customer engagement at the front end, together with smart automation of complex back end processes. The integrated offering enables organizations to gain greater…

HSBC Bank and SoftBank Robotics America Partner to Revolutionize Retail Banking Customer Experience in Seattle

HSBS Brings the ‘Branch of the Future’ to the Emerald City HSBC Bank USA, N.A., (HSBC), part of HSBC Group, one of the world’s largest banking and financial services organizations, and SoftBank Robotics America (SBRA), the North American arm of SoftBank Robotics Group, announced the launch of Pepper, the engaging, social humanoid robot, in its Seattle branch. “As we’ve already seen in the Fifth Avenue and Beverly Hills branches, Pepper provides services that truly elevate the retail banking experience for both visitors…

Reply Named a Visionary in “Magic Quadrant for CRM and Customer Experience Implementation Services, Worldwide” by Gartner

Reply announced it has been positioned as a Visionary by Gartner in its February 2019 “Magic Quadrant for CRM and Customer Experience Implementation Services, Worldwide”. “Magic Quadrant for CRM and Customer Experience Implementation Services, Worldwide” Gartner evaluated 18 providers of CRM and CX strategy and implementation services, and positioned Reply as a Visionary due to its completeness of vision and ability to execute. Reply’s approach to CRM and CX projects is based on a Multi-layer Customer Experience Model.…

Gartner Suggests, Atomize Your Content to Drive Customer Experience and Personalization

Marketing Leaders Strive for One-to-One Personalization, But Fall Significantly Short in Most Cases While most marketing leaders continue to strive for one-to-one personalization, achieving this type of tailored messaging falls short, causing most personalization efforts to fail, according to Gartner, Inc. The price of getting personalization wrong is steep. In a survey of more than 2,500 customers, more than half report they will unsubscribe from a company’s communications and 38 percent will stop doing business with a…

The ‘C’ in Customer Experience (CX) Means Consistency

Modern Customers Are Buying Not Just Products, but Also the Experience. This Has Changed the Entire Paradigm of Doing Business in CX-Focused Markets Where Stakes Are Higher Than Ever Before In the modern era, the inexorable rise of Customer Experience has pushed the bar higher in Marketing, Sales, Service and Commerce. The biggest challenge faced by marketing professionals lies in delivering connected and smoothly concerted experiences to a whole new generation of customers that expect instant solutions, round-the-clock…

Okta Enhances Customer Experience with Database Performance Monitoring

VividCortex, the premier provider of database performance monitoring, announced that it is sharing a presentation by technology industry leader Okta, that explains how the company is enhancing its customers' experience by optimizing database query response and resource utilization. After receiving multiple inquiries, VividCortex posted the video of this presentation, which was given at the recent "Engineering Your Data Tier: Lessons from Leaders" event in San Francisco. "We're delighted to share how our cloud-based…