Luxury Industry Training Expert Joins the Customer Experience Group

The Customer Experience Group is delighted to announce the appointment of Isabelle Damour as Managing Director, EMEA & Americas of FACE2FACE Training Consultancy.  In her new role, Isabelle will expand the FACE2FACE global client portfolio and pursue strategies aimed at driving growth in Europe, USA, Middle East and Africa. The Customer Experience Group (CXG) is an alliance of five agencies that help premium and luxury brands transform transactional moments into relationships and emotional experiences. Comprised of…

Global Manufacturing Company Transforms Customer Experience with NICE inContact CXone

Fortune 100 manufacturing business deployed NICE inContact CXone to over 3,000 agents in 48 countries to support diverse, global contact center environments NICE inContact, a NICE business, announced that a multi-industry manufacturing company focused on innovative technology solutions for global industries, has significantly improved its contact center operations, including seeing a significant uptick in Net Promoter Score in one division, by implementing NICE inContact CXone globally to over 3,000 agents in 48…

British Gas Goes the Extra Mile to Improve Customer Experiences with Local

British Gas has partnered with Localz, leading experts in last mile location and messaging technology, to improve customer experience and overall efficiencies. With engineers challenged to fulfill appointment promises and an increased demand for uberisation from customers, British Gas has implemented Localz "On my way" solution to deliver real-time automated messages to customers. British Gas engineers were experiencing challenges fulfilling their call ahead promise when leaving the previous job. Engineers said it was…

Customer Experience Transformation Will Attract 23% of 1.68 Billion Dollars Invested in Digitalization in 2019

Customer experience improvement is at the core of corporate digital investments in 2019, IDC Research Spain reports in its latest analysis "Impact of Digital Technologies in The Customer Journey" jointly drawn up with Atento. According to IDC data, 23% of 1.68 billion dollars will be invested in digitalization processes in the course of the year will focus on customer experience transformation. Isabel Tovar, IDC Research Spain analyst, considers that "the confluence between technology and the customer journey is an…

Merkle Releases Customer Experience Impact Report

Purchase Behavior Study Reveals 66% of Consumers Care More About Experience Than Price Merkle, a leading technology-enabled, data-driven performance marketing agency, has released its Experience Impact report, analyzing how and why customer experience affects where consumers choose to spend their money. For its report, Merkle polled 500 US residents in March 2019. “Now more than ever, consumers expect brands to offer personalized and seamless experiences” The research revealed that 66% of consumers care more about…

Vonage and Freshworks Enhance Customer Experience Via Multichannel Communications

Integration of Freshdesk with Nexmo, the Vonage API Platform, provides seamless social conversations Vonage, a global business cloud communications leader, has announced a partnership with Freshworks Inc,  a global innovator in customer engagement software. The partnership integrates messaging APIs via Nexmo, the Vonage API Platform directly into the Freshdesk customer support software, enabling business messaging with customers on the channels they prefer including SMS, MMS, WhatsApp and Facebook Messenger.…

Red Roof Chooses Medallia to Transform its Customer Experience and Drive Retention

Medallia to Provide Experience Management Technology and Expertise for all Four Red Roof Brands Medallia, Inc., the global leader in experience management, has announced that Red Roof, the award-winning leader in the lodging industry, has selected Medallia to power its experience management program to take advantage of real time feedback capabilities and seamless insights across channels. Utilizing Medallia Experience Cloud, Red Roof will receive a detailed experience profile of each guest across their journey that…

PowerChats Updates Home Service Customer Experience with Latest Software Advances

AI-Powered Chat Provider's New Real-Time Alerts and Texting Features Give Home Service Business Owners Even More Capability for Connecting with Customers PowerChats, an artificial intelligence-powered chat service exclusively for the home services industry, has announced major updates designed to improve convenience and conversion tracking, enhance connection with leads and increase customer satisfaction. In today's economy, speed to lead is critical for connecting with customers. The new updates provide PowerChats…

Fandango LATAM Leverages CleverTap’s Intent Based Segmentation To Transform Customer Experience

Fandango Latin America, the region's leading online movie ticketing service, today announced that it is leveraging CleverTap's Intent Based Segmentation (IBS) capability to improve marketing results and accurately predict campaign ROI. IBS helps the Fandango team optimize purchase experience, increase retention rates and improve outcomes for undecided users with personalized content. IBS is a segmentation technique that uses CleverTap's Coeus Data-Science Engine to segment an audience based on how high (or low) their…

Qualtrics Ranked #1 Enterprise Leader for Customer Experience and Employee Experience in Industry-Leading Product Ranking

Rankings based on customer reviews and aggregated online data in G2 Grid Reports Qualtrics, the leader in experience management, announced that it was named the top enterprise leader in the most recent G2 Grid Report for Customer Experience and Employee Experience. Its Research Core product was rated in the top 3 in its category. Qualtrics is the only experience management company listed as a leader in multiple categories. G2 releases Grid and Index Reports that rank products based on reviews gathered from its community,…

Confirmit Receives Customer Experience Innovation Award

Confirmit's B2B Account Health solution recognized for best-in-class innovation Confirmit announced that TMC, a global, integrated media company, has named Confirmit B2B Account Health solution as a Customer Experience Innovation Award winner. Confirmit B2B Account Health solution empowers teams to understand the accounts' status and manage revenue risk collaboratively with an easy, streamlined user interface. With Account Health, companies receive richer insights to proactively identify and address the customer issues…

Banque du Caire, One of the Largest State-owned Banks in Egypt, Goes Live With Temenos to Redefine Digital Customer Experience

New Digital Experiences for Both Corporate and Retail Customers Rapidly Deployed With Bank’s Existing Core Temenos, the banking software company, announces that Banque du Caire has gone live with Temenos Infinity, the omni-channel digital banking product to transform the bank’s multiple banking channels into a fast, seamless and compelling customer journey. At this first stage of the Temenos Infinity implementation, the bank has gone live with digital channels servicing corporate and retail customers. The second phase of…

LiveVox and TDECU Share Keys to Optimizing the Customer Experience in a Digital Environment at CCW 2019

LiveVox Inc., a leading provider of cloud contact center solutions, announced that LiveVox General Manager of Digital Solutions, Boris Grinshpun, will join Anthony Warden, VP of Contact Centers, TDECU, to host an interactive discussion group on the topic of digital CX at the upcoming Customer Contact Week Annual Conference. The session will discuss how leading businesses are evolving their contact strategies to meet customer demands in today’s digital age. On the event, Boris Grinshpun, General Manager of Digital…

Ada Introduces ‘Automation to Agent’ Customer Experience

Initial pilot deployments resulted in unprecedented time savings for live agents Ada, the market leader in Automated Customer Experience (ACX), announced the launch of Ada Glass, which provides seamless customer handoff from Ada’s AI-powered chatbot to live chat platform partners including Zendesk, SalesForce, and Nuance. A new feature of Ada’s ACX platform, Ada Glass enables enterprises to instantly connect customers with live support agents directly within Ada’s chatbot interface. Ada Glass allows customer service…

Elixirr and Usermind Partner to Help Brands Get More Value from Customer Experience Initiatives

A partnership to power personalized customer journeys Elixirr, the challenger consultancy, and Usermind, a global customer journey platform, announced an exciting partnership that will combine Usermind's agile, customer-focused technology together with a team of expert consultants from Elixirr who work at pace to develop customer-validated insights they can quickly implement for their clients. The partnership comes during a time of rapidly evolving customer expectations, where 80% of businesses believe they deliver a…

Socialbakers Announces Product Integration with Salesforce Sales Cloud and Service Cloud to Optimize Customer Care and Deliver Enhanced…

The integration streamlines operations of marketing and customer care teams with a multi-channel integration of services, driving a unified customer journey Socialbakers, the leading AI-powered social media marketing platform, announced a product integration with Salesforce, the global leader in CRM, to improve how brands manage their social community and customer care processes. The integration streamlines the handover of support issues, so that audiences and customers benefit from a cohesive brand experience.…

Salesforce Research: State of Connected Customer Redefines Customer Experiences

Salesforce, the global leader in CRM, released the third edition of its State of the Connected Customer report capturing insights from over 8,000 consumers and business buyers worldwide. The global report reveals the changing customer expectations, influence of technologies in transforming standards for engagement, role of trust in customer relationships and the rising importance of corporate values in buying decisions. Customers standards for modern engagement are tailored and contextualized across multiple touchpoints.…

Hexaware Leapfrogs its Customer Experience Transformation Business With the Acquisition of Mobiquity Inc.

This Is the Largest Ever Investment by Hexaware and the Combined Entity AIMS to Directly Compete With Large Digital Agencies and Consulting Firms Hexaware Technologies Ltd, one of India's fastest growing IT Consulting firms, announced the acquisition of Mobiquity Inc for a total consideration of ~ $182 million.  Mobiquity creates awesome digital products for some of the most well-known brands in the world, such as Amazon Web Services, Rabobank, Philips, Wawa, Backbase and Otsuka. Headquartered in the US, and with a…

Contentsquare and Monetate Bridge Customer Experience Gap Between Brands and People

Partnership Accelerates Digital Transformation Strategy of Global Retailers Like Clarks and Dreams Contentsquare, a leading digital experience insights optimization platform announced its partnership with Monetate, the worldwide leader in personalization. This strategic partnership enables global brands to deliver better personalization, experience stronger ROI and improve the lifetime value of customers. As for the 73% of consumers who feel brands fall short of expectations* when delivering a personalized experience,…

Sophisticated AI Engine and Real-Time Insights Empower New NICE Satmetrix Release to Measurably Improve Customer Experiences

Customizable metrics and increased automation capabilities allow even the most complex organizations to comprehensively and easily manage CX programs NICE unveiled a new version of NICE Satmetrix, the company’s cloud-based customer feedback management solution. The latest release includes an innovative AI engine to swiftly identify trending topics from customer feedback in real-time, customizable in-product metrics tracking and reporting, and multi-layered no-send rules to avoid survey fatigue and increase response rate.…