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Nearly 74% of Consumers Will Switch Providers After a Poor Contact Center Experience, According to New Research

Poor service and emotional factors force customers to churn, costing U.S. providers an estimated $168 billion per year Despite the proliferation of self-service options, phone-based customer support remains the most popular and critical customer service channel for brands, according to the 2020 CallMiner Churn Index, which was released. CallMiner found that consumer reliance on phone-based customer support increased by 17% since 2018. The stakes are also higher: Nearly three-quarters of consumers surveyed will switch…

PowerInbox Acquires Jeeng, Adding Personalized Push Notifications to its Subscriber Messaging Platform for Publishers

Publishers Like Farmers' Almanac & GoGy Games Can Now Send Personalized Content via Email, Browser-Based & Mobile Push Notifications with a Single Solution to Engage Subscribers, Drive Traffic & Grow Revenue PowerInbox, a leading email engagement and monetization partner for publishers, today announced its acquisition of Jeeng, the artificial intelligence-powered personalized notification platform. The integration of Jeeng into the PowerInbox solution allows publishers to take back ownership of their audience…

TechBytes with Al Sporer, Executive VP and General Manager at Anexinet

Hi Al, tell us how you prepare yourself for the disruptive world of technology? That’s a loaded question…can you ever really prepare for the pace of change that happens? I’ve had the opportunity to work in technology my whole career and it is amazing what has and hasn’t changed. I think the best way to prepare is to be open to the fact that everything can and will be done better, faster, cheaper. Once you are open to that, you realize the things you thought were impossible yesterday could be a reality today. From…

Monetate Releases React Mobile SDK for Faster, Easier Personalization

Clients can create new mobile content quickly and easily, empowering retailers to deliver personalized messaging at scale Monetate, a Kibo company and leader in omnichannel personalization, announced it has released a new Software Development Kit (SDK) for the React Mobile JavaScript framework. This new offering gives customers a streamlined method to leverage Monetate’s platform capabilities on the React framework for single-page applications (SPAs) as they would for traditional multi-page applications. As retailers adapt…

BetterCloud and OneLogin Partner to Transform How Enterprises Access, Manage and Secure SaaS Environments

Integration drives operational efficiency by automating end-to-end User Lifecycle Management, from securing identity and access to managing IT administrative tasks BetterCloud, the leading SaaSOps platform for managing and securing the digital workplace, announced a strategic partnership and technology integration with OneLogin, a leader in identity and access management. Together, BetterCloud and OneLogin automate end-to-end User Lifecycle Management (ULM), from identity and access workflows — like user provisioning,…

4 Tips to Help Your Brand Survive Social Distancing

The coronavirus pandemic has significantly impacted how businesses advertise to customers and how brands communicate USPs and core messaging above the line. The global plan to combat the spread of the virus is largely to enforce nationwide lockdowns and encourage people to stay at home. This forces users to adapt, and as they do, are potentially forming new long-term consumer habits. Understanding these changes, as a brand is fundamental in surviving such trying times. You know your business better than anyone, and…

Free Customer & Employee Impact Assessment Helps Brands Navigate Coronavirus Challenges

CallMiner Analytics Rapid Evaluation (C.A.R.E) assessment analyzes contact center data to uncover shareable insight on how COVID-19 is impacting business operations CallMiner, the leading provider of artificial intelligence (AI)-fueled speech and customer interaction analytics, announced the launch of its CallMiner Analytics Rapid Evaluation (C.A.R.E) assessment, which provides an automated snapshot of how the coronavirus is impacting an organization through voice of the customer and work-from-home voice of the employee…

Pathfactory Introduces Virtual Event Experience to Power Immersive Online Events

PathFactory, the top-rated Intelligent Content Platform, announced Virtual Event Experience (VEX), a new solution that powers immersive virtual events for visitors, and gives marketing and sales teams insight into the engagement by every attendee. VEX provides attendees with a rich user experience for live or pre-recorded events, allowing visitors to seamlessly move between sessions, binge-consume related content assets while watching video, and engage through chat and comments. While this is happening, PathFactory tracks –…

Social Distancing and Quarantine Orders are Pushing Up Digital Sales Volumes

PowerReviews analysis of consumer activity across 1.5MM product pages also reveals consumer engagement with reviews up 105% in same period PowerReviews reveals the staggering changes in consumer behavior and interaction with online ratings and reviews over the past two months in its research published. Marketing Technology News: Yottaa Publishes Addendum to the 2020 Ecommerce Leaders Survey Report to Include COVID-19 Data The May edition of the PowerReviews Market Trends Snapshot is based on analysis of consumer…

Shifting Trends for B2B and B2C Marketers: A Look Forward

Marketing is constantly changing as the underlying technology for many key marketing functions is innovating and enabling new insights and achievements for global marketers. Although change does not happen overnight, we still expect to see massive shifts in marketing technology in 2019 on both the B2B and B2C sides. This is in part driven by the increasing need to target key companies, accounts and targets with buying power in efficient, effective and measurable ways — increasing revenue for companies, while decreasing cost.…

Mastercard Study Shows Consumers Globally Make the Move to Contactless Payments for Everyday Purchases, Seeking Touch-Free Payment…

During February and March, as many countries imposed necessary restrictions on social distancing, a significant majority of consumers turned to contactless card payments for necessary purchases. 79 percent of respondents worldwide say they are now using contactless payments, citing safety and cleanliness as key drivers. Consumer polling by Mastercard, studying changing consumer behaviors in 19 countries around the world, paints a picture of accelerated and sustained contactless adoption. “Contactless offer consumers a…

Teradata Announces General Availability of Vantage Customer Experience

Partners with Celebrus to Deliver Personalized Experiences Across All Customer Interactions to Drive Incremental Revenue and Lower the Cost-to-Serve Teradata, the cloud data and analytics company, announced that Vantage Customer Experience (CX) is now generally commercially available. Vantage CX helps brands deliver relevant, personalized experiences in real time, across all customer interactions and touch points. By partnering with Celebrus and integrating real-time interaction data into Vantage CX, Teradata customers…

Vision Critical Introduces Touchpoint App For Broad Engagement, Enhances Popular Sparq Platform

Vision Critical, a continuous customer insights solution provider, today introduced its latest innovations to improve customer experience. Touchpoint is a new cloud-based application that enables brands to create quick and engaging interactions with broader customer bases while also extending the already deep functionality within the Sparq communities platform to collect actionable customer insights. Additionally, the company’s customer-led Sparq Spring ‘20 release enhances member engagement and increases administrative…

Demystifying the Role of Intelligent Automation in Outsourcing

To say that great customer experience (CX) is a business imperative is stating the obvious. Poor customer experiences will affect 30% of digital business projects by the end of 2020. As customer expectations and behaviors shift and evolve, organizations are in a race to win at every interaction, which is currently a challenge. In a bid to transform businesses and focus on creating powerful customer experiences to drive satisfaction, loyalty, and advocacy, organizations are increasingly leveraging advanced technologies. The…

Four Marketing Automation Solutions Every SMB Should Have in 2020

Marketing Automation isn’t a thing of the future—it’s very much a part of the here and now for small and midsize businesses (SMBs) across the world. However, there are a variety of Marketing Automation tools that many are unaware of and have the ability to help SMBs reach customers in a timely and effective way. In order for SMBs to compete with larger firms when it comes to customer reach, they need to approach their Marketing plan with a strategic mindset.   Marketing Automation not only provides important opportunities…

MarTech Primer: What is BANT Framework?

In Marketing, Lead Generation is a process to initiate the interest of strangers/potential customers in your company’s product or services The industry standard to identify an opportunity is the BANT framework (Budget-Authority-Need-Timeline). BANT framework is deployed as a primary sales prospecting methodology created using four components, and customer events. About the framework BANT answers a simple question - Is the person likely to become your customer? A Salesperson needs to answer several questions to help the…

Amplitude Announces Product Intelligence Collaboration with AWS AppFlow

Amplitude, a leading product intelligence platform that allows companies to build great product experiences, today announced an integration with AWS AppFlow, a just-launched, fully managed Amazon Web Services (AWS) service that provides AWS customers with an easy and secure way to transfer data between AWS services and SaaS applications in just a few clicks. AWS AppFlow securely orchestrates and executes the transfer of data between AWS storage, analytics, and machine learning services and SaaS applications. Amplitude is an…

Contentsquare Platform Innovations Reveal Biggest Opportunities to Grow Digital Results

Contentsquare the leading experience analytics provider, launched new solutions to make sophisticated data-driven decisions more accessible to the digital teams companies rely on for survival and growth. The new Merchandising, Insights and Troubleshooting solutions provide visual analysis and granular recommendations based on the fullest set of variables influencing digital consumer behavior including content, UX, performance, product, and competitive pricing. According to Contentsquare's 2020 Digital Experience…

The Five Key Ways Big Data Can Help Online Retailers

Playing in the online retail industry is increasingly difficult. Margins are becoming tighter, while the massive influx of newcomers further saturates a market that is already filled to the brim with established competitors. In an age in which data has evolved into a hyper-valuable commodity, the so-called “new oil,” businesses are turning to Big Data to keep pushing forward. Many companies are finding more and more value in data. How? By analyzing it in myriad new ways, by visualizing it for patterns and trends, and by…

PandaDoc Wins Big in the G2 Best Software 2020 Awards

Top User-Rated Document Automation Software Earns Coveted Recognition Across Three Best Software Categories PandaDoc, the leading document automation software for small and medium sized businesses, is pleased to announce it has been named a winner across three separate categories in the G2 Best Software Awards. The awards rank the world’s best software companies and products based on authentic, timely reviews from real users. Marketing Technology News: Esri Publishes The International Geodesign Collaboration As an…