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ezbob Hires Its First Chief Customer Officer (CCO) in Push to Deliver First Class Customer Service

URI Melzer Has Joined Ezbob as Chief Customer Officer (CCO) as the Company Dedicates Itself to Delivering First-Class Customer Service of the Highest Standard of Quality and Reliability. New CCO Brings Over 35 Years of Cross-Operational Experience to ezbob to Enhance the Standard of Service Provision to Global Tier 1 Banks ezbob, a leader in the ‘Lending as a service’ (LaaS) sector, has announced that Uri Melzer has joined as the company’s new Chief Customer Officer (CCO) to enhance the company’s customer centric strategy.…

SBLI Insures Total Customer Happiness With eGgain

eGain, the leading provider of omnichannel customer engagement solutions, today announced that the Savings Bank Mutual Life Insurance Company of Massachusetts (SBLI) has selected eGain to provide great customer and agent experiences. Marketing Technology News: Minute Media Acquires FanSided from Meredith Corporation Insurance carriers are looking to differentiate themselves through innovative engagement in a digital world. SBLI selected eGain for its rich, out-of-the-box capabilities for digital-first, omnichannel…

Latest Vision Critical Sparq Customer Insights Platform Helps Brands Excel in Customer Trust

Vision Critical, a cloud-based CXM SaaS company that specializes in gathering and applying the hardest-to-reach customer experience data and insights, today released its Sparq® Winter ‘20 platform update. The latest release of Sparq makes it easier for brands to have meaningful, transparent interactions with their customers. Available to all customers today, Sparq’s newest release includes integral features that give customers more control over their data. New Sensitive Data controls, the Power User Role and the Sensitive…

8×8 Contact Center Adds Secure Payment Process and Quality Management Capabilities, Wins CUSTOMER Magazine 2019 Customer Experience…

8x8, Inc., a leading integrated cloud communications platform, announced new capabilities for its 8x8 Contact Center solution as well as recognition from TMC, a global, integrated media company, which named 8x8 Contact Center as a 2019 Customer Experience Innovation Award winner, presented by TMC’s CUSTOMER magazine. With 8x8 Contact Center, companies can significantly boost agent engagement, collaboration, and productivity. The Winter ‘20 Release delivers new features and capabilities to further help companies, including…

Tealium and Invoca Partner to Orchestrate Better Customer Experiences and Maximize Marketing ROI

New Partnership Enables Organizations to Better Engage With Customers in Real Time by Unifying Inbound Call Analytics Data, Conversational Insights, and Rich Customer Profiles Tealium, the trusted leader in real-time customer data orchestration, and Invoca, the leading enterprise provider of AI-powered call tracking and conversational analytics, announced a strategic partnership that enables organizations to combine customer data and conversational analytics insights in real time to better inform contact center interactions…

Prediction Series: Interview with Ryan Lester, Senior Director, Customer Engagement Technologies at LogMeIn

What is the most fascinating development you expect to happen in 2020? How is LogMeIn poised to deal with the future? For me, 2020 will be "The Year of the (Employee) Golden Rule". 2020 is the year companies need to start applying the golden rule of business to both the customer and employee experience. When customer-facing employees are armed with the right tools they need to succeed and do their jobs effectively, it translates into a better experience for customers on the other side. This should be the year that…

ViewN Acquires Bimotics and Accelerates AI-Driven Customer Data Platform SaaS Product Offering

The strategic acquisition of Bimotics, a provider of big data tools on the Google Cloud Platform, and its intellectual property gives ViewN a huge product development boost and accelerates bringing a powerful AI-driven Customer Data Platform to market ViewN, provider of a SaaS-based AI-driven customer data platform (CDP), purchased Bimotics, creator of marvin, a big data tool for developers on the Google Cloud Platform. marvin stands for Massive Analytics Repository on a Very Intelligent Network, and was an easy way to…

Greg Elliott Joins Loopio as VP of Customer Experience

Loopio Brings on Greg Elliott as Vice President of Customer Experience to Spearhead the RFP Software Provider’s Customer Success Strategy Greg Elliott has joined Loopio, the leading provider of Request For Proposal (RFP) response software, as its Vice President (VP) of Customer Experience. In this role, Elliott will take the lead on maximizing customer happiness, retention, and loyalty. Elliott has over a decade of experience, having held various customer success leadership positions in the software industry. Most…

Nordic Enterprises Focus on Innovation and Improving Customer Experience

ISG Provider Lens report finds companies in the region turning to digital business services providers for help with analytics, artificial intelligence and other technologies Enterprises in the Nordic countries are focused on improving customer experience and enhancing innovation, and they are turning to digital business service providers to achieve their goals, according to a new report published today by Information Services Group, a leading global technology research and advisory firm. The 2019-2020 ISG Provider Lens™…

Connecting With Customers on the Ground Is Not yet Dead

As our lives become busier and online shopping continues to disrupt the traditional retail sector, you only have to look at the decline of our high streets to know that there is a revolution going on in the way that we shop. In the last year, household names such as Boots, Debenhams and House of Fraser have all been affected by store closures and job losses. But there could be light at the end of the tunnel for big brands trying to reconnect with their customers on the ground, according to retail expert Robert Lockyer, CEO…

Microsoft and Genesys Expand Partnership to Help Enterprises Seize the Power of the Cloud for Better Customer Experiences

Genesys Engage on Microsoft Azure Is a New Trusted and Secure Cloud Offering Built to Ease the Transition to the Cloud for Large Enterprises  Microsoft Corp. and Genesys have expanded their partnership to provide enterprises with a new cloud service for contact centers that enables them to deliver superior interactions for customers. With the omnichannel customer experience solution Genesys Engage™ running on Microsoft Azure, enterprises have the security and scalability they need to manage the complexities involved…

Heart of the Customer and Usermind Partner to Accelerate CX Innovation for Enterprises

Helping Organizations Drive Measurable Results Across the Full Customer Life Cycle Heart of the Customer (HoC), one of the nation's leading journey mapping consultancies, and Usermind, a pioneer in Experience Orchestration (XO), announced a strategic partnership that will revolutionize how businesses map, orchestrate, and optimize their customer journeys. The demand for ROI on experience-focused initiatives is higher than ever before, and Forrester predicts one in four customer experience (CX) professionals will lose…

Customer Programs Thought Leader Bill Lee Announces All-Star Speaker Agenda for the 2020 Summit

The 2020 Summit on Customer Engagement will feature speeches from Customer Programs leaders who are transforming the customer experience and driving business impact using the "Tom Sawyer Strategy." Now in its 16th year, the Summit on Customer Engagement is the most respected educational and networking event in the world for Customer Programs professionals. "Customer Programs managers can be thought of as the Tom Sawyers of their firms," says Bill Lee, founder of the Summit. "They're the ones who run customer…

Braze Launches Machine Learning-Powered Predictive Suite to Bolster Cross-Channel Capabilities and Boost Customer Loyalty

Customer Engagement Platform Also Announces Updates to AI-Powered Intelligence Suite, New Tools and Three New Partnerships Braze, the comprehensive customer engagement platform, announced new features and product expansions to bolster cross-channel capabilities, increase retention and amplify customer loyalty. These include updates to Braze's automated decision making Intelligence Suite as well the introduction of Braze Predictive Suite, a new lineup of tools which will help brands increase retention using machine…

Command Alkon Named as Finalist in 2020 Stevie Awards for Sales & Customer Service

14th Annual Awards will be Presented on February 28 in Las Vegas Command Alkon was named a Finalist today in the Sales & Customer Service category in the 14th annual Stevie® Awards, and will ultimately be a Gold, Silver, or Bronze Stevie Award winner in the program. The company was selected in the Best Customer Engagement category for their “Heavy Work Industry Heroes” campaign. This campaign highlights the hero’s journey taken by their innovative customers using courage, knowledge, and technology to eliminate…

Service Management Group Announces Executive Changes to Further Its Customer-centric Culture

Service Management Group (SMG), a global customer, patient and employee experience management partner to more than 500 brands, today announces four appointments to further its strategic roadmap for market-focused, customer-centric growth. “We’ll continue to be different, because it works. We promise our clients we’ll help change the way they do business. And we embrace change internally as well. These strategic leadership appointments set the stage for innovation in 2020 and beyond.” “We spend a lot of time with our…

Totango Launches Dynamic Assignment for the Enterprise, Delivers Personalized, Precision Engagement to Maximize Customer Success

Totango, the leader in customer success for the enterprise, announced the introduction of Dynamic Assignment, a next-generation product innovation that enables enterprises to leverage a fluid pool of specialists to rapidly deliver the right expertise to the right person at precisely the right time. With Dynamic Assignment, enterprises can now dynamically allocate people based on fit, skill or availability, to work with customers on an as-needed basis, delivering the optimal level of personalization and customized engagement…

Technology Veteran Bob Leo Joins Actifio as Vice President, Global Professional Services & Customer Success

Actifio, the pioneer of multi-cloud copy data management software, announced that technology industry veteran Bob Leo has joined the company as Vice President of Global Professional Services & Customer Success, reporting to Paul Forte, Actifio's Chief Revenue Officer. In this new role, Bob is focused on driving successful business outcomes for Actifio's customers and being a trusted partner in their data-driven transformation journey. Bob brings a unique perspective to his…

Whatfix Tops 100 Fortune 500 Customers, Scores Unprecedented Customer Net Promoter Score 2X of Software Industry Average as Part of 2019…

Digital Adoption Leader achieves record year with over 630 total customers, 300% Revenue Growth,  a major AI platform acquisition and international expansion Whatfix, the leader in Digital Adoption Solutions (“DAS”), announced notable company achievements and growth in 2019 highlighting the value of digital adoption and transformation as the key to success. Notable milestones include new customers, bringing the company over 100 Fortune 500 customers, a high customer Net Promoter Score of 65 that is twice the software…

With the Cover Charge for Facebook Rising, D2C Marketers Have Unlocked The “Side Door” to Winning Customers: Affiliate Marketing

Today’s digital marketing “best practices” have done retail marketers a disservice by capping their collective imagination, weighing them down with outdated practices and narrow expectations on how things can and “should” be done. The standard digital playbook, as dynamic as it may be in some ways, unfortunately, prescribes a singular reliance on the walled gardens of Google and Facebook. To the retail marketer’s detriment, this isolated approach relies on dated, limited tactics accompanied by a high cost of entry. Some…