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customer engagement

Conversational Marketing Trends: Chatbots Are Still Missing the Human Element of Conversation

Latest Conversational Marketing Analytics Trends State that Customers’ Emotions Have Significant Influence on Their Satisfaction with a Service Chatbot Strategy Analytics – The development of conversational agents or chatbots that can engage in empathetic conversation with ‘real people’ has long been a goal of artificial intelligence (AI). But the majority of current mainstream chatbots used to increase customer engagement and reduce costs, are inflexible, prescriptive and unable to work outside of their scope. The…

Calabrio Unveils New Platform, Calabrio ONE

Calabrio, the customer experience intelligence company, unveils the new Calabrio ONE workforce engagement management (WEM) suite at its first-ever virtual Calabrio Customer Connect (C3) conference. The new Calabrio ONE is a cloud-based WEM platform designed to meet the performance, agility, and engagement demands of the modern contact center in the new era of work and customer experience. The pandemic has shifted the world of work and elevated the importance of agility in the contact center via employee empowerment…

Qualtrics Unveils Next Wave of Experience Management Innovations that Transform Organizations’ Listening Programs into Systems of…

Introducing capabilities and enhancements to the Qualtrics XM Platform that facilitate taking action with enhanced analytics, data management and governance, and automatic trends and metrics tracker Five purpose-built Qualtrics CustomerXM products empower every team along the customer journey drive greater customer engagement, increase conversion and retention, and improve brand loyalty and perception Qualtrics, the leader in customer experience and creator of the experience management category, announced several…

Customer Experience Report Reveals Global Marketing Pivot to Drive Accelerated Digital Transformation

Marketing investments yield ROI, while changing consumer behaviors during the COVID-19 pandemic reinforce digital shift A new global research study of 8,000 consumers and 800 marketers examines how COVID-19 has forced brands and customers to rapidly adapt to a digital-first reality. The report, conducted by digital experience leader Acquia, looks at trends across three dimensions: technology, talent, and personalized use of touchpoints to optimize the customer experience (CX). It also examines changing consumer…

Blustream Raises $3 Million to Bridge the Customer Experience Gap with Product Usage Data

Product Usage Data Connects Brands and Customers to Create Meaningful After-Sale Engagements Blustream, the leading after-sale customer engagement company, announced it has raised $3 million in funding to power the brand-customer relationship with product usage data and fuel digital transformation efforts for physical goods companies via the Blustream Product Experience Platform. York IE led the round of funding with additional support from existing investors. Marketing Technology News: Adzymic Expands Into Thailand,…

Study: Businesses Must Become Agile, Adapt Quickly to Pandemic-Related Changes

Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation, released a new report—"COVID-19 Reshapes the Global Customer Engagement Landscape"—detailing changing consumer preferences and behaviors and how businesses and service providers need to transform their customer engagement strategies to become more agile and adapt to changes driven by the COVID era. This report follows the January 2020 Vonage Global Customer Engagement Report and captures unique insight about…

Khoros Selects Metia Group to Drive Demand in EMEA

Khoros, a global leader in digital-first customer engagement software, has selected Metia Group as its paid media agency in EMEA to further its demand generation efforts across the region. Metia will deploy its unique Demand Generation methodology to deliver measurable business impact for Khoros through programmatic display advertising and strategic paid media campaigns on LinkedIn, Twitter, and leading German-language social network XING. Marketing Technology News: Freshworks Appoints Jose Morales as Chief Revenue Officer…

Freshworks Appoints Jose Morales as Chief Revenue Officer

Freshworks Inc., the customer engagement software company, announced the appointment of tech veteran José Morales as chief revenue officer. Morales most recently served as Atlassian Corporation Plc's head of global field operations and specializes in driving revenue for high-velocity and hyper-growth companies. He will be instrumental as Freshworks continues its impressive growth trajectory — closing out its strongest net ARR quarter in company history. Morales will lead Freshworks' 1,000+ person sales and go-to-market…

Daily MarTech Roundup: Latest Marketing and Sales Technology News, Product Announcements and Insights

Today’s Daily MarTech Roundup covers the latest in Cloud, Marketing Analytics, Automation, Customer experience, AI, and ML announcements from edrone (E-Commerce), Kustomer (Customer Service), Telestream (Content), Concentrix (Customer experience), ZineOne (Customer Engagement). MarTech Startup, edrone, Secures Funding of USD 5.3 Million to Fuel Their Ambitions of Becoming One-Stop-Shop for E-Commerce Polish marketing technology startup edrone has raised USD 5.3 million Series A funding to fuel their ambitions of…

Khoros Announces Support for Instagram Messaging

Khoros, a global leader in digital-first customer engagement software, announced it has integrated Messenger API support for Instagram, empowering Khoros customers to meet millions of people who choose to engage through Instagram messaging. The company is participating in alpha testing of the channel integration and is proud to add Instagram to its extensive roster of available messaging channels. Instagram is one of the fastest-growing digital channels in the world, and messaging on Instagram is no…

Officium Labs Names John Pompei as SVP of Customer Success

Officium Labs, a network of remote customer experience (CX) professionals helping clients create incredible customer experiences for their customers, is delighted to welcome John Pompei to the Officium Labs family as the new SVP of customer success, charged with leading growth and scale through customer engagement. Marketing Technology News: Teads Launches Teads Conversions Reporting to Jerry Leisure, Officium Labs co-founder, and chief executive officer, Pompei will lead the sales and marketing functions for this…

Study: Shoppers Opt For Convenience and Predictability During Pandemic

New research from Narvar, an intelligent customer engagement platform, illustrates how COVID-19 has affected consumer behavior and expectations, particularly around deliveries, returns, and omnichannel shopping, in ways that will be long-lasting and influence loyalty. The report, "State of Returns: New Expectations," analyzes the sentiments of online shoppers in the U.S. market. COVID-19 has clearly accelerated some shopping behaviors while slowing others. Consumers have been forced to shift towards online shopping to the…

Chatbot & Nano Influencer Service Launches to Help Amazon E-commerce Sellers

The recently launched The Chat Agency provides e-commerce sellers with Facebook Messenger chatbot and social media nano influencer marketing services. The company's services are designed to achieve online sellers' most important business objectives by increasing brand awareness, product sales, and rankings. The newly launched company was created to solve some important issues the founders had run into from their own experiences. "We noticed our listings were losing rank for competitive and valuable keywords. We knew we…

Bolton Valley To Expand Influence And Enhance Customer Engagement With Ascent360

Ascent360, a leading data-driven marketing solution provider, announced Bolton Valley as its newest customer. The resort chose Ascent360 for its proven ability to drive new business and increase revenue for the resort industry. Bolton Valley is a unique all-seasons resort located just 30 minutes from downtown Burlington and Lake Champlain, high in the Green Mountains of Vermont within 5,000 acres of forest. It is home to an alpine village with a large and welcoming community of outdoor enthusiasts, families, and working…

Pega Helps HMRC to Mitigate Risk for UK Government’s COVID-19 Support Initiatives

Pega Intelligent Automation and Robotics solutions support Chancellor's measures designed to help UK businesses and individuals during pandemic Pegasystems Inc.,, the software company empowering digital transformation at the world's leading enterprises, has announced that it has been working with Her Majesty's Revenue and Customs (HMRC) to support the UK government's COVID-19 initiatives by helping it to mitigate against fraud and risk with businesses and individuals applying for support. The government programs aimed…

Mapp and Kibo Commerce Announce Global Strategic Partnership

Cross-channel collaboration scales highly personalized eCommerce experiences Mapp, the international provider of insight-led customer engagement, has announced a global strategic partnership with cloud commerce solutions provider Kibo Commerce. Cross-channel retailers will benefit from the combination of Mapp's insight-led customer engagement and Kibo's leading eCommerce and personalization capabilities. The partnership will provide highly personalized eCommerce experiences and targeted cross-channel capabilities. It…

OneSignal Ramps up Integration Partnerships for Customer Engagement

OneSignal, the market leader in customer engagement messaging, has announced its latest partner integrations with Mixpanel, RevenueCat, Movable Ink, and Radar, industry-leading tools for marketers and developers. OneSignal has shown considerable momentum this year by offering value to developers and data-driven marketers with solutions to capture info, offer valuable insights, and mobilize users through messages. "We are excited to team up with these leading companies to help address crucial customer engagement and…

Doxim Acquires Pinnacle Data Systems

Doxim, the leading customer communications management (CCM) and engagement technology provider serving regulated markets including healthcare, financial services, and utilities, announced the acquisition of Pinnacle Data Systems, L.L.C. (Pinnacle), one of America’s largest privately held customer communications and payment providers. “By acquiring Pinnacle, we’ve taken a unique opportunity to bring together two successful companies with very similar cultures to become the premier customer communications management solutions…

Freshworks Recognized in Fourth Gartner Magic Quadrant Report for 2020

Freshworks Inc., the customer engagement software company, announced its Freshservice offering was included in the 2020 Gartner Magic Quadrant for IT Service Management Tools, with Gartner recognizing the company for its completeness of vision and ability to execute. In 2020 Gartner also recognized Freshworks for its Freshsales offering in the Magic Quadrant for CRM Lead Management and the Magic Quadrant for Sales Force Automation and for its Freshdesk offering in the Magic Quadrant for the CRM Customer Engagement Center,…

Braze Establishes Japanese Joint Venture with Japan Cloud

Braze, the comprehensive customer engagement platform, announced it has established a joint venture with Japan Cloud, the leading market entry platform that helps prominent global businesses, such as BlackLine, Marketo, New Relic, and others succeed in the Japanese market. Japanese companies will now be able to leverage Braze's market-leading technology and Japan Cloud's local go-to-market expertise to build direct relationships with consumers in a meaningful way. "Braze believes brands can transform their businesses with…