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Engagement-Led Marketing: How Brands Can Deliver More Customer-Focused Journeys in 2019

Today’s technology-driven digital economy has led to there being more opportunities now than ever for marketers to engage with their customers in-the-moment throughout the full customer journey. Marketers and brands don’t need to be ‘journey dictators’, deciding how a journey will pan out before their customers even embark upon it. Today’s technology makes it possible for them to listen and truly hear and understand the intent of their customers as they interact. Through the use of today’s latest technology, brands now have…

Call Journey and Avtex Harness the Power of Voice Data to Enhance Customer Experience Across North America By STS News Desk On May 8, 2019…

Customer experience is outranking products and services as the main point of differentiation for businesses. Avtex, a global leader in CX solutions, ties up with Call Journey, a leading pioneer in Conversation Analytics, to help businesses identify CX gaps, improve the quality of their CX programs, and excel in today’s super competitive consumer landscape. With Avtex expertise in providing end-to-end CX solutions and cutting-edge strategies and Call Journey’s AI-Powered Conversation Analytics technology, businesses can…

Dell Technologies Cloud Accelerates Customers’ Multi-Cloud Journey

New Cloud Solutions, Powered by Dell EMC and VMware, Enable Consistent Hybrid Cloud Operations across Public Cloud, Private Cloud and the Edge Dell Technologies is unveiling Dell Technologies Cloud, a new set of cloud infrastructure solutions to make hybrid cloud environments simpler to deploy and manage. Combining the power of VMware and Dell EMC infrastructure, Dell Technologies Cloud removes cloud complexity by offering consistent infrastructure and operations for IT resources, across public and private clouds and the…

Decibel Adds New Platform Features That Enhance Digital Customer Experience by Revealing Exactly How Customers Progress Through the Online…

With Journeys, Brands Can Visualize Data to Better Understand the Complicated Customer Journey on Websites and Apps Decibel, the leading global digital experience intelligence provider, announced the details of its latest release, Journeys, which provides a robust view of exactly how website and app users experience every step of the online journey. Armed with this comprehensive view, brands can quickly identify areas for investigation and improvement, thus delivering a more engaging digital customer experience and…

Brands Should Embrace the Branded Journey to Elevate the Holiday Customer Experience

It’s officially the holiday season, which means that everyone is receiving a deluge of marketing messages from brands via seemingly endless channels like email, online and social ads, in-store and mail. This presents marketers with an interesting challenge — how can they win the attention of customers that are being bombarded with competing content from every direction? Often the view of CX begins and ends with a purchase, but every touchpoint with a customer is critical to their experience, especially during the holiday…

Optimove Announces General Availability of Self-Optimizing Journeys

Self-Optimizing Journeys maximize customer lifetime value by autonomously determining and serving the next-best-action for each individual customer Optimove, the Science-First Relationship Marketing Hub, announced the general availability of its Self-Optimizing Journeys, an AI-powered solution that autonomously determines the next-best-action for each individual customer. With Self-Optimizing Journeys, marketers no longer face the burdensome task of determining which communications to prioritize or which sequence of…

Oracle Cloud VMware Solution Now Available in All Global Regions and Oracle Dedicated Region Cloud@Customer

Delivers support for scale production VMware workloads in a customer-controlled tenancy Customers include Entel, largest telecom provider in Chile and the third largest in Peru Building on the recent launch of Oracle Cloud@Customer, Oracle continues an aggressive push to deliver flexibility and scale that meets customers where they are in their cloud transformation. Today Oracle announced availability of Oracle Cloud VMware Solution, a dedicated, cloud-native VMware-based environment that enables enterprises to easily move…

Freshworks Doubles Omnichannel Customer Support ARR In H1 2020

Company growth continues as businesses look for better ways to engage customers Freshworks Inc., the customer engagement software company, announced its H1 2020 highlights, showcasing continued momentum during the pandemic. Freshworks’ Freshdesk Omnichannel product, which combines the power of customer support software with chat and telephony solutions, showed particular strength by doubling its ARR during the first half of 2020 — propelling the company further past the $200M ARR milestone announced earlier this year.…

Lightspeed Capital Launches for U.S. Retail Customers

Global cloud commerce leader introduces a flexible financing product that will help SMBs scale-up in partnership with Stripe As the retail industry continues to adopt innovative solutions amidst the global pandemic, Lightspeed announces the initial availability of Lightspeed Capital, powered by Stripe. Through financing offers, this new product will help U.S.-based merchants with overall business growth, more specifically to buy inventory, invest in marketing, or manage cash flows. It is available for retailers using …

MerchantE Backs Exceptional Customer Experience with Boomtown Alliance

Digital Commerce Platform Provider Joins Forces with Innovative Customer Support Expert MerchantE, a leading end-to-end digital commerce platform, announces a strategic partnership with product support platform expert, Boomtown, that will greatly enhance its overall customer support experience. Leveraging Boomtown’s machine learning models, MerchantE will expand capabilities and efficiencies for its customer support team by providing more personalized support services that aid in selling, activating and supporting…

Customer Experience Outsourcers Launch Intelligent and Self-service Options to Improve Business Outcomes

Outsourcers integrate advanced analytics, artificial intelligence, and machine learning to improve the customer journey and agent experience, finds Frost & Sullivan Frost & Sullivan's recent analysis, European Customer Experience Outsourcing Services Market, 2020, reveals that outsourcers are increasingly relying on advanced technologies to meet client requirements in the customer experience (CX) outsourcing services industry. The European market is mature and characterized by demands for specific languages,…

Global E-Commerce Company Leverages 3CLogic with ServiceNow to Optimize Customer Experience

Leading software provider to deploy innovative cloud call center solution to complement new customer service initiative and management platform. 3CLogic, a leading provider of cloud contact center solutions, announced the adoption of its telephony platform integrated with ServiceNow’s Customer Service Management offering by a major e-commerce software provider. The decision is part of a broad effort to help streamline customer service workflows across both digital and voice mediums. Serving an international mix of…

Google Cloud Partners with Best Buy to Deliver Improved Customer Experience

Best Buy leverages Google Cloud's enterprise data platform and analytics to unify its data sources and develop new products and services Google Cloud and Best Buy announced the expansion of their partnership via a new, multi-year agreement that names Google Cloud as the cloud provider for Best Buy's Enterprise Data Platform. With operations across the United States, Canada, and Mexico, Best Buy will leverage Google Cloud's best-in-class cloud infrastructure and analytics services to power a data-driven retail strategy to…

Vsblty and Retailigent Media to Introduce Customer Engagement, Audience Analytics Technology

VSBLTY Groupe Technologies Corp., a leading provider of security and retail marketing technology, and its Mexico partner Retailigent Media have been contracted to provide advanced audience analytics and customer engagement technology in a Mexican chain of pet stores, it was announced today by VSBLTY Co-founder & CEO Jay Hutton. Retailigent Media, with offices in Mexico and five other Latin American countries, is the leading company in Mexico for smart retail solutions, analytics and smart displays. Retailigent…

Contact Center AI Company Observe.AI Announces Rich Wang as VP of Customer Success

Observe.AI, a leader in providing AI-powered agent enablement software to enhance voice customer experiences, has experienced rapid growth in response to the growing demand for solutions to support the remote workforce transition. In order to fuel this momentum, Observe.AI has hired Rich Wang as Vice President of Customer Success. Rich will run the post-sales customer journey and identify new opportunities for the business. "Rich’s extensive background in building and leading world-class customer success at organizations…

Xenon arc Unveils Groundbreaking Voice of Customer Study Results

Call to action for materials producers to address often-overlooked customer segment Xenon arc, a leading data-driven marketing and sales organization, announced the release of their 2020 Voice of Customer study, an in-depth investigation of small-to-mid-sized business customers (SMBs) in the Materials Industry – focusing on their experience, requirements and preferences. The study dives deep into defining the customer journey, from the development of a need all the way through to post-purchase support and reordering.…

Salesforce Positioned by Gartner as a Leader in the Magic Quadrants for CRM Customer Engagement Center

Evaluations Based on Completeness of Vision and Ability to Execute Salesforce, the global leader in CRM, announced that Salesforce has been positioned by Gartner, Inc. as a Leader in its 2020 Magic Quadrants in three categories: CRM Customer Engagement Center, Field Service Management, and Sales Force Automation. CRM Customer Engagement Center and Field Service Management Salesforce was named as a Leader in the Gartner Magic Quadrant for CRM Customer Engagement Center for the twelfth consecutive year. Salesforce…

Loop Media, Inc. Partners with Plex to Provide Plex Live TV Customers Access

Loop Media, Inc., an innovative streaming media company focused exclusively on premium short-form video, announced a partnership with Plex, the popular streaming media platform for all your favorite media. 19 of Loop Media’s curated music video channels will now be available via Plex Live TV, offering viewers access to an expansive library of music videos from a variety of genres including R&B, Country, Hip Hop, Top Charting Singles and beyond. “We’re excited to kick off our work with Plex, offering even more audiences…

Aislelabs Announces Shopify App Integration Bridging Online and Offline Customer Data

Unify offline customer data captured at brick and mortar spaces with Shopify’s online ecommerce shopping platform in a single CDP Aislelabs announces a new integration app for Shopify, expanding its Customer Data Platform (CDP) capabilities. With this new integration, businesses can capture customer data regardless of whether it was obtained via a guest WiFi opt-in, a mobile app, newsletter sign-ups, or by shopping or browsing at a business’ Shopify site. Using the Aislelabs platform, Shopify profiles and transactions…

ServiceNow Evolves Go-to-Market Functions to Drive Deeper Customer Success and Engagement

Executives Kevin Haverty and Lara Caimi Named to New Go-to-Market Leadership Roles; Global Customer Operations President David Schneider Retiring at End of 2020 ServiceNow, the leading digital workflow company that makes work, work better for people, announced an evolution of its go-to-market functions to drive deeper customer success and engagement and to build an exceptional partner ecosystem as the company scales growth to $10 billion in revenue and beyond. Effective immediately, executive Kevin Haverty…