Browsing Tag

customer experience management

Boyd Gaming Chooses Qualtrics EmployeeXM — Empowering Companies to Actively Close Experience Gaps Across an Entire Organization

Qualtrics, the leader in employee experience and creator of the experience management category, announced that Boyd Gaming, one of the largest and most successful gaming and hospitality companies in the United States, has selected Qualtrics EmployeeXM™. Marketing Technology News: Vision Completes Acquisition of DX Marketing "Now, more than ever, organizations like Boyd Gaming are leading out and investing more to understand what their people need and take quick action to address employee experience gaps in real-time…

dentsu International Taps Keith Lippiatt as Global Chief Operating Officer for Its CXM Line of Business

dentsu International has appointed Keith Lippiatt as global chief operating officer for its customer experience management (CXM) line of business (LoB). Lippiatt’s role is essential to the execution of business processes across all of dentsu’s CXM functions, working with the leaders across the business to support the implementation of integrated business life cycle activities. Dual reporting to Neil Gissler, global chief operating officer, dentsu International, and Craig Dempster, global chief executive officer, dentsu…

Alida Takes on CXM Industry with Release of New and Enhanced Products

Fall 2020 product release elevates the Alida platform as the complete solution for improving customer experience Alida (formerly Vision Critical), delivered its Fall 2020 product release, launching two new Alida products, enhancing existing core products and introducing the new Technology Industry solution. All these products are aimed at helping organizations uncover customer truths that can be put into action to improve the customer experience. New products in Today’s Fall ‘20 launch include the release of Alida CXM…

Concentrix Releases Cloud Platform for Digital Customer Experience Management

Concentrix, a leading global Customer Experience Solutions Company, announced Concentrix Experience Platform (XP), the CX industry's newest platform for next-generation customer experience management. The global shift to digital and remote work has accelerated the need to reduce contacts in a scalable and resilient fashion making it easier to digitally empower customers and agents alike. Marketing Technology News: Deliveroo and Onfido Expand Partnership to Provide Streamlined Digital Identity Verification Concentrix…

Merkle Strengthens Leadership Team Through Two Key Global Promotions

Michael Komasinski Named President, Merkle Americas; Margaret Wagner Named President, Merkle Emea Merkle, a leading technology- enabled, data-driven customer experience management (CXM) company, is strengthening its leadership team through two key promotions in the Americas and EMEA. Michael Komasinski is moving up into the dual role of president, Merkle Americas and leader of the dentsu CXM LoB in the Americas. Margaret Wagner is being promoted to the dual role of president, Merkle EMEA and leader of the dentsu CXM LoB in…

TechBytes with Krista Glantschnig, COO at SAP Litmos

Hi Krista. Please tell us about your current role and the team/ technology you handle at SAP Litmos.  I am the COO of SAP Litmos and have been with the team for nearly 2 years. I lead a team of senior experts who work to ensure SAP Litmos’s continuing success on the marketplace through a thoughtful GTM strategy. We build appealing products and service offerings and ensure the right market strategy and market positioning. We also ensure break-through messaging and content, enable the global organization and partners to…

Alida Partners with Stratifyd to Integrate AI-Powered Analytics Engine in New Alida CXM Platform

Integrated solution will enable deep contextualization of structured and unstructured data from multiple sources Alida (formerly Vision Critical), creator of the world’s first CXM (customer experience management) and insights platform, and Stratifyd, a data analytics company that uses artificial intelligence (AI) to uncover and predict human experience, have signed a partnership agreement that will enable Alida customers to harness the power of multiple data sources to easily reveal and understand their customers’ truth.…

InfoCision Selects OnviSource’s Intellecta Solution to Improve Customer Satisfaction

OnviSource announced that InfoCision, a leading provider of direct marketing solutions, has successfully deployed the cloud version of OnviSource’s Intellecta Advanced and Multichannel Analytics solution, and has achieved their desired outcome in three major areas of Intellecta applications for Big Data Management and Compliance, Workforce Optimization (WFO), and Customer Experience Management (CXM). Intellecta unifies and transcribes InfoCision’s large volume of daily calls and interactions and has the ability to perform…

Why Agile Empathy is the Key to Better Customer Understanding

When the ground shifts under your feet, how well does what you knew about your customers hold true? Is your organization nimble enough to get the answers you need in the timeframe you need it? In this time of the COVID-19 disruptions, in order for organizations to know how they can best support their customers, they need to better understand changing consumer needs and concerns. Customer empathy has been a cornerstone of customer service organizations for years, but it often gets lost in the shuffle among marketing and…

Merkle Appoints Azlan Raj to Newly Created EMEA CMO Role to Lead Innovation in Customer Experience Transformation

Merkle, a leading technology-enabled, data-driven customer experience management (CXM) company and part of Dentsu Aegis Network, has appointed Azlan Raj to the newly created role of chief marketing officer for the EMEA region. This new role has been designed to continually evolve Merkle’s leading digital and data capabilities across the region to drive customer experience transformation for clients. Azlan previously Merkle's SVP for customer experience across EMEA, will be responsible for evolving the company's…

Evolv Applauded by Frost & Sullivan for Its Revenue-driving Customer Experience Optimization Technology

Based on its ongoing analysis of the global customer experience management space, Frost & Sullivan recognizes Evolv Technology Solutions, Inc. (Evolv) with the 2020 Global Technology Innovation Leadership Award for dramatically enhancing revenue generation for a company's digital presence. By applying artificial intelligence to the creative process, the company's solution curates and assesses hundreds of ideas in thousands of combinations at a time. Evolv's solution is faster than traditional testing solutions and more…

Sprinklr Raises $200 Million at $2.7 Billion Valuation

Investment by Hellman & Friedman follows record financial year and strong growth in the wake of COVID-19 Sprinklr has also secured an additional $150 million in convertible securities from Sixth Street As consumers are more connected and empowered because of the shift to social and messaging channels, Customer Experience Management (CXM) has become vital to the digital transformation of large enterprises Sprinklr, the Customer Experience Management (CXM) platform for modern enterprises, announced that it has…

3 Key Elements that Drive Successful Hybrid Events

Event planners have always taken risk into account, but no one could have been prepared to deal with the losses ushered in by COVID-19. As the industry has come to terms with this “new normal,” planners searched for ways to remain in front of their audiences and make money, without the possibility of traditional events. Months into the pandemic, event organizers are embracing virtual as the best near-term solution, but the prospect of bringing back an in-person component and hosting Hybrid events is right around the corner.…

Adobe (Magento) Named a Leader in 2020 Gartner Magic Quadrant for Digital Commerce

Adobe (Magento) Is Recognized as a Leader for Fourth Consecutive Year for Completeness of Vision and Ability to Execute Adobe announced that it has been positioned by Gartner, Inc. as a Leader in the 2020 “Magic Quadrant for Digital Commerce" research report. This is the fourth year that Adobe (Magento) has been named a Leader, and this year, Adobe achieved the highest placement on the ability to execute axis in the Leader’s quadrant of the 15 participating vendors that were evaluated on their ability to execute and…

Marketing In the ‘New-Normal’ Era with AI and CX Tactics

The global coronavirus pandemic is dramatically changing our world, including the landscape of customer experience (CX) much faster than the marketing and media industries could have anticipated. With people at home, brick-and-mortar businesses have to quickly adopt new digital strategies to provide their customers with what they need right now.  In order to deliver on customer expectations, the best brands have strategies that continuously develop relationships through a series of thoughtful interactions, resulting in an…

Marketers and IT Pros Jointly Win with Launch of Sitecore Experience Platform 10 and Experience Commerce 10

New innovations, integrations and containerization deliver better omnichannel experiences in the new era, enabling faster action on customer data and insight Helping brands accelerate their digital transformations while enabling the experiences their customers want, Sitecore®, the global leader in digital experience management software, announces Sitecore Experience Platform™ (XP) 10 and Sitecore Experience Commerce™ (XC) 10. XP 10 is the leading digital experience platform to create efficiencies for both marketing and IT…

VXI Global Solutions Honored for Innovation & Leadership in Worldwide Customer Care

VXI Global Solutions, a leader in customer experience management and business process outsourcing, today announced it has won 2 Gold Stevie awards in the 2020 Asia-Pacific Stevie Awards. More than 1,000 nominations from organizations in the 29-nation APAC region of all sizes and in every industry were evaluated in this year’s competition. Winners will be celebrated during a virtual event 22 September, 2020. Demonstrating its global leadership in customer care, customer experience (CX) and contact-center services, VXI won…