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customer experience management

AutoAlert Enhances CXM, With More Industry-First Customer-Centric Dealership Solutions

AutoAlert is once again revolutionizing the industry with two new customer-centric solutions to round out its Customer Experience Management (CXM) platform: Volume Targeting and Recall Management. The AI-driven platform unifies complex customer data from siloed sources – including OEM activity, sales data, CRM, DMS, and third-party analytics – into one customer-centric platform that is accessible from any point and by any person in the dealership. Starting today, the platform includes volume target sales planning and…

Intellecta AI-Driven and Multichannel Analytics from OnviSource Delivers Automation for Workforce Optimization, Customer Experience…

Powered by Company’s Proprietary AI, Intellecta Analyzes 100% of Customer Interactions across Multiple Touch Points, Channels and Languages; And Offers Big Data and Content Management, Automated Quality Assurance/Compliance, and a Range of Analytics in Customer Sentiment, Intents, Trends and Behavior OnviSource announced Company’s continuous success in expanding the capabilities of its Intellecta Multichannel Analytics for intelligently automated analysis of 100% of customer interactions across varied channels. Advantages…

Ansira Appoints Jay Dettling as Chief Executive Officer

Laurie MacLaren continues role as Chief Financial and Operating Officer Ansira has announced that Jay Dettling has joined the company as Chief Executive Officer, effective February 3. Laurie MacLaren, who previously served as CEO, in addition to her role as Chief Financial and Operating Officer, will remain as CFO/COO on the Ansira executive team. “Jay has a proven track record of driving growth across many organizations as well as creating results for his clients. We are confident in Jay’s leadership and his ability…

Daily MarTech Roundup: Coolest Things in Marketing and Sales Today

Today’s Daily MarTech Round-up covers latest in Cloud, Marketing Analytics, Automation, Customer experience AI and ML announcements from Zomato, Hipmunk, dLocal, Brainshark, Inc., Reveneer, Service Management Group, Nielsen and DW Support Services. Zomato Raises its Stake in Food Delivery Business; Buys Out Uber Eats in India for $350 Million in All-Stock Deal In a major development in the Indian food delivery business in India, Zomato has officially announced that it has acquired its rival Uber Eats. With this Uber…

Adobe Announces Availability of Adobe Experience Manager as a Cloud Service

Adobe unveiled Adobe Experience Manager as a Cloud Service, part of Adobe Experience Cloud. The industry’s most advanced cloud-native solution for digital experience management brings together rich out-of-box capabilities and content customization options that marketers and developers demand, combined with SaaS-like agility. Brands can onboard and access the application in minutes—and go live with dynamic and personalized content and experiences in just a few weeks, not months as is industry standard today. In the…

Adobe Appoints Anil Chakravarthy as Executive Vice President and General Manager of Its Digital Experience Business

Accomplished Enterprise Executive to Lead Adobe’s Digital Experience Business Adobe announced the appointment of Anil Chakravarthy as executive vice president and general manager, Digital Experience. In this role, Chakravarthy will lead Adobe’s Digital Experience business, reporting directly to Adobe president and CEO Shantanu Narayen. “Adobe is the clear leader in the exploding Customer Experience Management category, and I cannot think of a more exceptional and experienced candidate than Anil to drive Adobe’s Digital…

Christmas Travel Chaos Sparks Need for Better Customer Interactions

The weekend before Christmas Day is expected to be the busiest period for travel this winter, with an estimated 100 passengers flying out of Heathrow every minute alone. During the great Christmas getaway, hundreds of thousands of passengers are inevitably likely to experience delays, lost baggage or other logistical issues that will cause inconvenience and frustration. Online Travel Agents (OTAs) inundated with queries will feel the pressure to work against the clock to resolve every complaint. Marketing Technology News:…

UK-based Brands Improving in CX Quality But There Is Stagnation At The Top

Forrester's 2019 UK Customer Experience Index finds that even the top performing brands in the UK are not real CX leaders; To stand out from competitors, brands must focus on emotions to build loyalty  Forrester's 2019 UK Customer Experience Index (CX Index™ ), released at the Forrester CX Forum in London revealed that overall customer experience has improved in the UK. Four out of the five industry front-runners are the same as last year, although none saw a significant increase in score. An analysis of the UK results also…

Adobe Experience Platform Brings a Real-Time CDP; Launches Context-Based Journey Orchestration

Almost every CMO has equivocally agreed that MARTECH's future is tightly intertwined with CDPs and Customer Experience platforms. Today, it's Adobe's turn to announce their CX + CDP plan. Adobe Experience Platform announced new innovations to deliver great customer experiences at scale, with the power of Adobe Experience Platform, the industry’s first open and extensible platform for Customer Experience Management (CXM). Innovations include industry-first data governance capabilities, general availability of Adobe’s…

TA Digital Announces Its Newest Innovation with the Coveo/AEM Connector

TA Digital – a global digital transformation agency specializing in customer experience management, announced its newest innovation, the Coveo and Adobe Experience Platform connector. Coveo is an AI-powered relevance and recommendations engine which uses AI and predictive technologies to deliver relevant and personalized content. It helps secure data and deliver valuable insights into an individual's behavior, which can be used to optimize the overall experience. The combination of Adobe Experience Platform's…

Cisco Completes Acquisition of CloudCherry

Cisco announced it has completed the acquisition of privately-held CloudCherry based in Salt Lake City, UT. CloudCherry is a Customer Experience Management (CEM) company that provides predictive analytics, rich customer journey mapping and sophisticated survey capabilities. Together, Cisco and CloudCherry will help companies transform their contact center from delivering reactive care to providing predictive support and move from isolated customer interactions to cohesive, engaging experiences for improved business outcomes.…

Adobe Leadership in Creativity, Digital Documents and Customer Experience Management Categories Drives Next Era of Growth

Company Raises Q4 FY2019 Digital Media Net New ARR Target Adobe will host a financial analyst meeting with investors and financial analysts at its Adobe MAX conference, where Adobe’s executive team will unveil the company’s strategy to expand its leadership in the creative, digital documents and customer experience management categories to drive sustainable, long-term top and bottom line growth in 2020 and beyond. As part of its presentation, Adobe will provide data showing that its total addressable market is expected to…

iperceptions Announces iper.loop, an Evolution in its Customer Experience Management Capabilities

Where Closed-Loop Feedback Meets Journey Analytics, Iper.Loop Empowers Brands to Detect, Visualize and Address Bad Customer Experiences When It Matters Most iperceptions, a global leader in Customer Experience Management (CEM) solutions, announced the public release of iper.loop, helping brands close the feedback loop with customers in real-time and pinpoint where in the customer journey their customers experience the most friction. iper.loop represents a natural evolution for iperceptions’ Customer Experience Management…

Looking to Uncover Guest Insights and Drive Action, Marston’s Partners with Customer Experience Management Provider SMG

Service Management Group (SMG), a global customer, patient and employee experience management provider to more than 500 brands, has announced a new customer experience management programme with Marston’s, the United Kingdom’s leading independent brewing and pub retailing business, which oversees and operates six breweries, 60 inns and more than 1,500 pubs. Seeking to expand its guest experience programme to reach more pubs and inns, Marston’s has selected SMG to help collect, analyse and share guest feedback across the…

The Telecommunications Industry Is Ripe for Artificial-Intelligence Driven Solutions, with Service Providers Expected to Spend $11.2 Billion…

Service Providers Look Toward AI Solutions to Help Ease High Fixed Costs and Retail Price Pressure Telecommunications service providers face a handful of daunting market conditions. Around the globe, revenue and subscriber growth are flat. To combat profit erosion, most communications service providers (CSPs) are struggling through a process to become digital service providers more akin to web companies that offer rapidly evolving and highly customized services. According to a new report from Tractica, a central element…

Frost & Sullivan recognizes Teleperformance as Asia-Pacific Contact Center Outsourcing Service Provider of the Year

Teleperformance was honored with the 2019 Asia-Pacific Contact Center Outsourcing Service Provider of the Year Award at the annual Frost & Sullivan Asia-Pacific Best Practices Awards banquet held at Shangri-La Singapore. Teleperformance, the leader of outsourced Omnichannel Customer Experience Management services, specializes in advisory and integrated solutions to manage and optimize all aspects of the customer experience cycle for clients. Mr. Krishna Baidya, Head of Customer Contact Research, Digital…

Adobe Recognized Based on Completeness of Vision and Ability to Execute in Both Reports

Adobe Recognized Based on Completeness of Vision and Ability to Execute in Both Reports Adobe announced that it was the only company recognized as a Leader by Gartner in both the July 2019 “Gartner Magic Quadrant for Web Content Management”research report and the July 2019 “Gartner Magic Quadrant for Personalization Engines” research report. As one of 18 vendors evaluated, Adobe placed in the Leaders quadrant furthest to the right for completeness of vision and highest for ability to execute in the Magic Quadrant for Web…

Shyan Mukerjee Appointed as Majorel’s New Chief Digital and Transformation Officer

Majorel, a leading customer experience and BPO provider for some of the world’s most respected brands, announced the appointment of Shyan Mukerjee as the company’s new Chief Digital and Transformation Officer. Launched earlier this year, Majorel helps clients with end-to-end customer experience management, supporting them to simplify, differentiate and grow in a constantly changing world. The company has created the role of Chief Digital and Transformation Officer to facilitate the growth of Majorel’s CX consulting…

Startek Names Rajiv Ahuja as Global Chief Operating Officer

Startek, Inc., a global provider of customer experience management solutions, appointed Rajiv Ahuja as the company’s new global chief operating officer (COO). Effective immediately, Ahuja will assume responsibility for global operations and customer success at Startek as both Pete Martino, COO of the Americas and Philippines, and Sandeep Gulati, COO of APAC and South Africa, will be leaving the company to pursue other interests. “These organizational changes are the next step in the evolution of our company, and the…

Experience Management Leader Medallia to Acquire Behavioral Analytics Startup Cooladata

Acquisition Enables Acceleration of Medallia's Predictive Journey Capability Medallia, Inc., the global leader in customer experience management, announced it has signed a definitive agreement to acquire Tel Aviv-headquartered Cooladata, a next generation cloud-based behavioral analytics platform.  Leveraging its proprietary big data platform and artificial intelligence engine, Cooladata can process huge datasets beyond customer surveys to analyze non-explicit feedback to derive and predict customer sentiment. This…